At a Glance
- Tasks: Manage client accounts and build strong relationships to enhance customer experience.
- Company: A growing Managed Service Provider with a focus on client satisfaction.
- Benefits: Competitive salary, hybrid work model, and comprehensive benefits package.
- Other info: Opportunity for career growth in a supportive and innovative workplace.
- Why this job: Join a dynamic team and make a real difference in customer success.
- Qualifications: Experience in account management within an MSP or IT services environment.
The predicted salary is between 40000 - 50000 £ per year.
London (Hybrid) Competitive Salary + Benefits
Are you passionate about building long-term client relationships and delivering an exceptional customer experience? Our client, a well-established and growing Managed Service Provider (MSP), is looking for a Customer Experience Manager to join their team.
The Role
As a Customer Experience Manager, you'll manage a portfolio of approximately 25–50 customers, acting as their trusted advisor and primary point of contact.
Key Responsibilities
- Take ownership of a portfolio of 25–50 client accounts, acting as the primary point of contact for customer engagement.
- Build and maintain strong, long-lasting relationships with key stakeholders across your customer base.
- Conduct regular business review meetings to discuss service performance, business objectives, and opportunities for improvement.
- Proactively gather customer feedback, identify emerging trends, and share insights internally to help shape service delivery.
About You
We're looking for someone who has:
- Previous experience working within a Managed Service Provider (MSP) or a similar IT services environment.
- Strong account management, customer success, or client relationship management experience.
If you're an experienced Customer Experience Manager, Customer Success Manager, Client Success Manager, Technical Account Manager, or Account Manager with an MSP background and are looking for your next opportunity, we'd love to hear from you.
Customer Experience Manager | Managed Services Provider in City of London employer: Roc Search
Roc Search is an exceptional employer that fosters a collaborative and inclusive work culture, where diverse backgrounds are not just welcomed but celebrated. With a strong focus on employee growth, you will have ample opportunities to mentor junior team members while working on cutting-edge Cloud Native and AI-driven projects in a hybrid environment. Located in Basingstoke, the company offers a dynamic workplace that prioritises innovation and personal development, making it an ideal choice for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Manager | Managed Services Provider in City of London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Roc Search. 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 Roc Search 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 Experience Manager | Managed Services Provider 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 Roc Search:Your cover letter is your chance to shine! Tell us why you want to work at Roc Search 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 Roc Search!
How to prepare for a job interview at Roc Search
✨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.
