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- Tasks: Support clients in optimising their IT services and achieving business goals.
- Company: Join a dynamic team focused on delivering exceptional managed IT services.
- Benefits: Enjoy hybrid work options, flexible hours, and opportunities for professional growth.
- Why this job: Be part of a collaborative culture that values client relationships and innovation.
- Qualifications: Experience in customer service, preferably in IT, with strong communication skills required.
- Other info: Opportunities to attend industry events and represent the company.
The predicted salary is between 28800 - 48000 £ per year.
As the Customer Success Advocate, you will be responsible for ensuring our clients receive exceptional support and guidance in leveraging our managed IT services to achieve their business objectives.
Location: This job is a hybrid role, based in Newport, Wales. We will also accept candidates who wish to work from our Manchester, Edinburgh or London offices.
Key Responsibilities:
- Act as the primary point of contact for assigned client accounts, building strong relationships and understanding their IT environment, challenges, and goals.
- Monitor and analyze client health metrics, service levels, and key performance indicators (KPIs) to proactively identify and address potential issues or areas for improvement.
- Conduct regular business reviews with clients, presenting insights, recommendations, and actionable plans to optimize their IT infrastructure, enhance service delivery, and drive operational efficiency.
- Collaborate with internal teams, including technical support, project management, and sales, to ensure seamless service delivery and coordinated client communication.
- Provide ongoing training and consultation to clients on best practices, new features, and optimized usage of our managed services and tools.
- Gather client feedback, requirements, and insights, and work closely with product and service development teams to inform roadmaps and enhance our offerings.
- Identify and pursue opportunities for service expansion, upselling, or cross-selling to drive client growth and revenue.
- Maintain accurate and up-to-date client records, documenting interactions, issues, and resolutions in our customer relationship management (CRM) system.
- Participate in client events, webinars, and industry conferences to represent the company, share best practices, and foster strong relationships with clients and prospects.
Requirements:
- Proven experience in a customer-facing role, preferably within an IT or managed services environment.
- Strong understanding of IT infrastructure, systems, and services.
- Excellent communication and interpersonal skills, with the ability to build rapport and trust with clients.
- Analytical and problem-solving skills, with the ability to understand complex client requirements and provide tailored solutions.
- Proficiency in relevant software and tools, such as CRM systems, project management tools, and service management platforms.
- Willingness to travel as needed to support client engagements and events.
Customer Success Advocate employer: SysGroup PLC
Contact Detail:
SysGroup PLC Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Advocate
✨Tip Number 1
Familiarise yourself with our managed IT services and the specific challenges clients face in this sector. Understanding these nuances will help you engage more effectively during interviews and demonstrate your ability to provide tailored solutions.
✨Tip Number 2
Network with professionals in the IT and customer success fields. Attend industry events or webinars where you can meet potential colleagues and learn more about the role, which can give you insights that set you apart from other candidates.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully built relationships with clients in previous roles. Highlighting your experience in managing client accounts and improving service delivery will resonate well with us.
✨Tip Number 4
Showcase your analytical skills by being ready to discuss how you've used metrics to drive improvements in past positions. This will demonstrate your proactive approach to client success, which is crucial for the Customer Success Advocate role.
We think you need these skills to ace Customer Success Advocate
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer-facing roles, particularly in IT or managed services. Emphasise your skills in building relationships and understanding client needs.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer success and how your background aligns with the responsibilities of the role. Mention specific examples of how you've helped clients achieve their goals in previous positions.
Showcase Analytical Skills: Demonstrate your analytical and problem-solving abilities by providing examples of how you've monitored client metrics or addressed issues in past roles. This will show your potential employer that you can proactively manage client health.
Highlight Communication Skills: Since excellent communication is key for this role, include examples of how you've effectively communicated with clients and internal teams. This could be through conducting business reviews or collaborating on projects.
How to prepare for a job interview at SysGroup PLC
✨Know Your Clients
Before the interview, research the company’s client base and understand their typical challenges. This will help you demonstrate your ability to build strong relationships and tailor solutions to meet client needs.
✨Showcase Your Communication Skills
As a Customer Success Advocate, communication is key. Prepare examples of how you've effectively communicated with clients in the past, especially in resolving issues or providing guidance on IT services.
✨Demonstrate Analytical Thinking
Be ready to discuss how you've monitored and analysed metrics in previous roles. Highlight specific instances where your analytical skills led to improved service delivery or client satisfaction.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities. Think of situations where you had to address client concerns or upsell services, and be prepared to explain your thought process and outcomes.
