Job Summary: The Customer Success Team Leader sits within the Operations Team, reporting to the Operations Manager. The Customer Success Team Leader role is an exciting new part of the business that will form the bridge between sales, project, and support, focusing on customer retention and satisfaction. As a Customer Success Manager, you will be involved in key customer accounts to support Trapeze’s growth strategy and support the continual service improvement within the maintenance support cycle of each customer. The Customer Success Team Leader will be key in not only supporting the delivery of these strategies, but as part of the customers long term goals by getting to know the customers “from the ground up”. This role will also be managing the support staff located in our head office in Chippenham, reviewing the SLA and KPI service delivery as well as growing and developing them as a team. Job Description: Responsibilities and Accountabilities include: Line manage, supervise and develop the Customer Care Team. Flexibility and the ability to travel. Collaborate with varies internal stakeholders including Sales, Project Management and Development to enhance the customer experience and products. Working to corporate metrics focusing on revenue, growth and key KPI’s Become a trusted advisor and advocate for your key customer stakeholders. Ensure seamless end to end transition from pre- to post-sales, setting our customers up for success. Analyse customer data to improve customer experience, identifying wins and potential issues. Evaluate and improve customer communication as well as service desk effectiveness. Resolve escalated and customer queries and complaints within a reasonable timeframe while managing the customer expectations. Establish and maintain customer relationships, mediating between clients and the organization where required. Establish best practices across the Customer Care Team. Identify additional revenue opportunities, gaps and enhancements through regular client engagement and reviews. Competencies, Skills and Behaviours Consistently professional, confident, and calm even in challenging situations. Demonstrate a customer focused approach; and an expectation of others to do likewise. The ability to influence others and build relationships. Supportive and helpful team player with a flexible and positive attitude. Proactively share knowledge, skills, and experience with others to increase team performance. Understand deadlines and deliverables. Articulate, professional clear communication skills with a good telephone manner. Good data interpersonal skills Technical skills and knowledge Strong problem-solving and analytical abilities Strong administrative and organisational skills. Intermediate knowledge of MS Office suite in particular Excel, Word, and PowerPoint Intermediate knowledge of JIRA, Remedy, Salesforce, or similar IT service management tools. Previous experience in software deployment or IT Service management ITIL 4 in IT Service Management Certification (minimum of awareness) Job Details and Benefits: There is a 6-month probation period where training will be provided, and clear goals and targets will be outlined. This is a full-time role: 37.5 hours week. In return we will offer a competitive salary of up to £35,000 along with a comprehensive benefits package including a discretionary bonus, an excellent pension scheme, life assurance and income protection, a great holiday package including a buy and sell scheme, as well as many initiatives to support a healthy lifestyle Worker Type: Regular Number of Openings Available: 1 And a fantastic opportunity to join a market leading Software Company. If you’re interested in this role then click on apply!