At a Glance
- Tasks: Build relationships and ensure customers maximise their technology investments.
- Company: Join DMS Digital Group, a trusted technology partner for schools and businesses.
- Benefits: Competitive salary, company car, mobile phone, and ongoing training opportunities.
- Other info: Dynamic role with career progression in a supportive team culture.
- Why this job: Make a real impact by helping customers navigate technology and achieve their goals.
- Qualifications: Experience in customer-facing roles and excellent communication skills required.
The predicted salary is between 35000 - 45000 £ per year.
Location: DMS Technology & Training Suite (Bolton Wanderers Stadium), DMS Head Office (Egerton, Bolton) and customer sites across the UK.
Join a Different Kind of Technology Partner
The DMS Digital Group helps schools, Multi Academy Trusts and businesses transform the way they work through technology. From managed IT services, networking and cybersecurity to AV, print, cloud services and physical security, we deliver complete technology solutions backed by exceptional service and long-term partnerships.
As our business continues to grow, we are creating a new Customer Success & Retention Manager role to help strengthen customer relationships, improve customer experience and ensure every customer receives maximum value from their partnership with DMS. This is a fantastic opportunity for somebody who enjoys working with people, building trusted relationships and helping organisations achieve their goals through technology.
The Role
This is not a traditional sales role. It is about building relationships, understanding customer needs and becoming a trusted advisor to the organisations we support. As Customer Success & Retention Manager, you will work closely with our customers throughout their journey with DMS, helping them understand new technologies, maximise the value of existing solutions and ensuring they receive an exceptional experience at every stage of their partnership with us.
You will regularly visit customer sites, attend review meetings, support customer events and work alongside our Account Management, Service Desk, Technical Services and Project Delivery teams to ensure customers receive a proactive, joined-up service. You will become the voice of the customer within DMS, helping us continuously improve while ensuring our customers remain engaged, supported and informed.
The role offers a unique opportunity to work with a wide range of technologies and solutions across education and commercial sectors while developing long-term relationships with senior leaders, operational teams and key decision-makers.
What You'll Be Doing
- Meeting customers, understanding their priorities and ensuring they continue to receive value from their investment in technology.
- Coordinating customer reviews, strategic planning meetings, technology update sessions and engagement events.
- Working closely with internal teams to ensure customer feedback is acted upon and opportunities for improvement are identified.
- Developing a strong understanding of the technologies and services delivered by DMS.
- Discussing industry trends, best practice and future opportunities with customers.
- Identifying opportunities where additional solutions or services could further support customer objectives.
- Building long-term partnerships that strengthen customer loyalty, improve retention and contribute to the continued growth of the business.
Who We're Looking For
We're looking for someone who genuinely enjoys working with people and building relationships. You may currently work in Customer Success, Account Management, Education Technology, Managed Services, Telecommunications, SaaS, Security, AV, IT Services or another customer-facing technology role. You’ll be a confident communicator, highly organised and comfortable engaging with a wide range of stakeholders from operational users through to senior leadership teams.
You don’t need to be deeply technical, but you should have a genuine interest in technology and a desire to continually learn about new solutions and industry developments. Most importantly, you’ll care about customer outcomes and be passionate about delivering an exceptional customer experience.
Essential Requirements
- Experience in a customer-facing role
- Excellent communication and relationship-building skills
- Strong organisational and planning abilities
- Ability to work collaboratively across multiple teams
- Professional presentation and communication skills
- Full UK Driving Licence
- Willingness to travel regularly to customer sites
Desirable Experience
- Education sector experience
- Multi Academy Trust experience
- Customer Success or Account Management experience
- Managed Services or IT Services experience
- Telecommunications, SaaS, Security or AV industry experience
- Experience delivering customer review meetings or strategic discussions
- Knowledge of Microsoft 365, Google Workspace or cloud-based technologies
What We Offer
- Competitive remuneration package based on experience
- Company car and fuel card, or car allowance if preferred
- Company mobile phone and laptop
- Ongoing training, professional development and vendor certifications
- Access to some of the most innovative technologies in the industry
- A varied role combining office, customer site and event-based working
- The opportunity to work from our DMS Technology & Training Suite at Bolton Wanderers Stadium
- Genuine career progression opportunities within a growing business
- A supportive, ambitious and customer-focused team culture
Why DMS?
We're building something different. Our customers don't see us as suppliers; they see us as trusted partners. This role is an opportunity to become a key part of that journey, helping customers navigate change, embrace technology and achieve better outcomes through long-term partnership. If you’re passionate about people, technology and delivering exceptional customer experiences, we’d love to hear from you.
Customer Success and Retention Manager in Manchester employer: Ozzle
DMS Digital Group is an exceptional employer that prioritises employee growth and development, offering a competitive remuneration package alongside ongoing training and professional development opportunities. Located at the DMS Technology & Training Suite within Bolton Wanderers Stadium, our vibrant work culture fosters collaboration and innovation, allowing you to build meaningful relationships with customers while working with cutting-edge technology. Join us in a role that not only enhances your career but also contributes to transforming the way organisations operate through technology.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success and Retention Manager in Manchester
✨Tip Number 1
Network like a pro! Attend industry events, webinars, and local meetups to connect with potential employers and other professionals. Building relationships in person can give you an edge over the competition.
✨Tip Number 2
Be proactive! Don’t just wait for job openings to be posted. Reach out to companies you admire, like DMS, and express your interest in working with them. A friendly email or LinkedIn message can go a long way.
✨Tip Number 3
Prepare for interviews by researching the company and its culture. Understand their products and services, especially how they relate to customer success. This will help you demonstrate your genuine interest and fit for the role.
✨Tip Number 4
Follow up after interviews! A simple thank-you email can keep you top of mind and show your enthusiasm for the position. Plus, it’s a great chance to reiterate why you’d be a perfect fit for the team.
We think you need these skills to ace Customer Success and Retention Manager in Manchester
Some tips for your application 🫡
Show Your Passion for Customer Success:When writing your application, let your enthusiasm for customer success shine through. Share examples of how you've built relationships and helped customers achieve their goals in previous roles. We want to see that you genuinely care about delivering exceptional experiences!
Tailor Your Application:Make sure to customise your application to reflect the specific requirements of the Customer Success & Retention Manager role. Highlight your relevant experience in customer-facing roles and any knowledge of technology that aligns with what we do at DMS. This will help us see how you fit into our team!
Be Clear and Concise:Keep your application clear and to the point. Use straightforward language and avoid jargon unless it's relevant. We appreciate a well-structured application that makes it easy for us to understand your skills and experiences without wading through unnecessary fluff.
Apply Through Our Website:We encourage you to apply directly through our website. This ensures your application gets to the right people quickly and allows us to keep track of all applicants efficiently. Plus, it shows you're keen on joining our team at DMS!
How to prepare for a job interview at Ozzle
✨Know Your Customer Success Basics
Before the interview, brush up on the fundamentals of customer success and retention. Understand what it means to be a trusted advisor and how to build long-term relationships. This will help you articulate your approach to enhancing customer experiences during the interview.
✨Research DMS and Its Technologies
Familiarise yourself with the technologies and services offered by DMS. Knowing about their managed IT services, cybersecurity, and cloud solutions will allow you to speak confidently about how you can help customers maximise their value from these offerings.
✨Prepare Real-Life Examples
Think of specific instances where you've successfully built relationships or improved customer satisfaction in previous roles. Be ready to share these stories, as they demonstrate your experience and passion for delivering exceptional customer experiences.
✨Engage with Questions
Prepare thoughtful questions to ask during the interview. Inquire about the team dynamics, customer engagement strategies, and how DMS measures customer success. This shows your genuine interest in the role and helps you assess if it's the right fit for you.
