At a Glance
- Tasks: Manage key customer accounts and ensure exceptional service delivery.
- Company: Established Managed Services provider with a strong reputation.
- Benefits: Rewarding bonus structure and clear progression opportunities.
- Other info: Join a team focused on delivering outstanding customer experiences.
- Why this job: Influence customer strategy and drive growth in a dynamic environment.
- Qualifications: Experience in Customer Success or Account Management with strong communication skills.
The predicted salary is between 55000 - 65000 £ per year.
Why Join This Opportunity?
- Take ownership of a strategic portfolio of 10 high-value customer accounts.
- Join an established and growing Managed Services provider with a strong reputation for customer delivery.
- Influence customer strategy, retention and growth across a broad technology services portfolio.
- Work closely with senior stakeholders and decision-makers within enterprise organisations.
- Benefit from a rewarding bonus structure and clear progression opportunities.
The Role
We're seeking an experienced Senior Customer Success Manager to manage a portfolio of key customer accounts, ensuring exceptional service delivery, retention and long-term growth. This is a highly visible role where you will act as a trusted adviser, helping customers maximise the value of their technology investments while identifying opportunities to expand services and strengthen partnerships.
Key Responsibilities
- Manage and develop relationships across a portfolio of 10 strategic accounts.
- Act as the primary escalation point for customer satisfaction and service concerns.
- Conduct regular service reviews and strategic business discussions.
- Drive customer retention, contract renewals and revenue growth.
- Collaborate with technical, delivery and commercial teams to ensure successful outcomes.
- Identify upsell and cross-sell opportunities across managed services and professional services.
- Monitor account performance against agreed KPIs and service commitments.
- Create account plans that align customer objectives with business growth opportunities.
What We're Looking For?
Essential
- Proven experience in a Customer Success, Account Management or Service Delivery role.
- Strong MSP or technology services background.
- Experience managing complex customer relationships.
- Commercially focused with a track record of retention and account growth.
- Excellent stakeholder management and communication skills.
Advantageous
- Experience working with enterprise or mid-market customers.
- Understanding of cloud, infrastructure, cyber security or managed services.
- Experience presenting to senior business stakeholders.
If you're passionate about delivering outstanding customer experiences and building long-term strategic relationships, we'd love to hear from you. Apply today for a confidential conversation.
Customer Success Manager in City of London employer: Robertson Sumner
Robertson Sumner is an exceptional employer that fosters a dynamic work culture where innovation and collaboration thrive. With a strong focus on employee growth, we offer tailored development opportunities and a supportive environment that encourages you to make a meaningful impact in the Managed Services sector. Located in a vibrant area, our team enjoys not only competitive benefits but also the chance to work alongside industry experts, making every day rewarding and engaging.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager in City of London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Robertson Sumner. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Robertson Sumner before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager in City of London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Robertson Sumner:Your cover letter is your chance to shine! Tell us why you want to work at Robertson Sumner specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Robertson Sumner!
How to prepare for a job interview at Robertson Sumner
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
