Customer Success Manager
Location: Malvern, Worcestershire (Hybrid after initial period), free parking
Salary: £30,000 - £35,000 DOE + Bonus + excellent additional benefits
Job Type: Full-time, Permanent
Join a Fast-Growing Technology Business
Our client is a specialist IT service provider who prides itself on delivering exceptional customer service to its customers, while maintaining strong social and environmental values.
Reporting to the Customer Services Director and working alongside the established Customer Delivery team, you will be responsible for managing and developing relationships with a portfolio of customers, ensuring they receive an outstanding service experience throughout their journey.
This is a highly visible role that would suit someone who enjoys building relationships, solving problems, taking ownership and delivering exceptional customer outcomes. You'll become a trusted adviser to your customers, developing a deep understanding of their business, services and requirements
Key Responsibilities
- Act as the primary point of contact for a portfolio of customers, building strong and lasting relationships.
- Conduct regular customer review meetings and engagement activities, including service reviews and mobile network health checks.
- Manage customer escalations, working closely with internal teams to deliver prompt and effective solutions.
- Support the onboarding of new customers and the introduction of new services.
- Work collaboratively with the Customer Services Director to manage customer renewals and maintain excellent retention levels.
- Identify opportunities for continuous service improvement through customer feedback and data analysis.
- Maintain accurate customer records, reporting and documentation.
- Build strong internal relationships across support, specialist and delivery teams to ensure exceptional service delivery.
You’ll be naturally proactive, highly organised and someone who thrives in a busy environment. You take ownership, follow things through to completion and enjoy building trusted relationships with stakeholders at all levels.
Skills and experience
- Experience managing customer relationships within a service-led business environment.
- Demonstrable success in customer retention and identifying opportunities to grow existing accounts.
- Strong administrative, organisational and analytical skills.
- Excellent Excel skills and confidence working with data and reporting.
- Outstanding communication and relationship-building abilities.
- Ability to engage confidently with senior stakeholders and decision-makers.
- A solutions-focused, positive and proactive approach.
- Comfortable working independently while collaborating effectively as part of a team.
This is an exciting opportunity to join a forward thinking and growing organisation!
