Job title C ustomer Success Manager Reports to Head of Business Development Please note that relevant training, guidance, and advice will be given. This document lists the responsibilities you will encompass in your daily role. C ompany purpose statement : To use the best technology to better connect people. Company Profile We are an award-winning technology services company based in Bedford. Established in 2006, we have an outstanding growth record, fantastic clients, and an excellent working environment. Committed to delivering high-touch IT support to the property sector, specifically skyscrapers, our aim is to provide the highest levels of service coupled with a great working environment. Overview of the position : This role requires a unique blend of relationship management, strategic planning, and problem-solving skills to ensure the success and satisfaction of our clients. The ideal candidate will be passionate about delivering exceptional service, possess excellent communication skills, and thrive in a fast-paced environment. This individual will champion our core values of flexibility, quality, knowledge, and teamwork. Experience: Proven experience in client success management, account management, or similar role. Strong understanding of customer relationship management principles and practices. Excellent communication, negotiation, and presentation skills. Ability to prioriti s e and manage multiple tasks and projects simultaneously. Analytical mindset with the ability to interpret data and trends to drive decision-making. Proficiency in CRM software and Microsoft Office suite. Experience in the Technology Sector is a plus. Duties and KPIs: Client Relationship Management: Develop and maintain strong, long-lasting relationships with key clients. Act as the primary point of contact for key client e nquiries, requests, and escalations. Conduct regular check-ins and meetings to understand client needs and objectives. Proactively anticipate key client concerns and address them effectively. Strategic Account Management: Collaborate with clients to develop strategic account plans aligned with their business goals. Identify opportunities for growth and expansion within existing client accounts. Work cross-functionally with Customer Service, and Service teams to deliver value-added solutions to clients. Onboarding and Training: Facilitate the onboarding process for new clients, ensuring a smooth transition and alignment with their expectations. Provide training and support to clients on our products/services, ensuring they maximise their usage and value. Performance Analysis and Reporting: Monitor key performance metrics and KPIs to assess client satisfaction and identify areas for improvement. Prepare regular reports and presentations for clients, showcasing progress, achievements, and areas for optimisation. Issue Resolution and Escalation Management: Act as a liaison between key clients and internal teams to resolve issues or concerns in a timely manner. Escalate complex issues to appropriate stakeholders and follow up to ensure resolution and client satisfaction. Renewal and Upsell Management: Proactively engage with key clients to renew contracts and subscriptions, driving retention and revenue growth. Identify upsell opportunities based on client needs and usage patterns, collaborating with sales teams to capitalise on them. Client Advocacy and Feedback: Serve as a client advocate within the organi s ation, representing their interests and championing their success. Gather client feedback and insights to inform product development and service enhancements. Team Direct reports: 0 Total team size 47 Location: Bedford, Bedfordshire Client location: International and National customer base but the majority are based in and around London. Day to day Communication: Clients, Professional Service & Customer Service Teams. Travel From a day-to-day perspective, this role will require you to commute only to/from our head office where the role will be Situated Additionally, you may be required to travel as and when necessary to : - Our London office when required (for training or if the Head Office becomes unavailable) - Other regional offices (both existing and new for reasons similar to the above) - To c lient s across the Southeast (and in some cases nationally) and when deemed as a requirement of the role Company Benefits: 28 Days annual leave plus 1 day, 2 weeks either side of your Birthday. Private Healthcare including 24hr GP Service, In-patient/Out-patient care, Therapies cover & Advanced Cancer Care cover. Mental Health & Wellbeing programmes. Audio, Optical & Dental cover. Reward Programme with an estimate value of £2000 per year. Great working environment with a friendly team. Contributory pension scheme. Receive up to 10 days of relevant training per year. A tailored professional and personal development plan. High performance computers for all employees. Work in a modern environment. Our Recruitment Process: Stage 1: A chat over the phone with our recruitment team to learn more about you and your aspirations. Stage 2: A half-hour Teams video interview, and for some roles, assessments. Stage 3: An interview with our Head of Business Development, plus a chance to talk to some of our existing team. Stage 4: A call with our HR Manager to discuss a job offer, set expectations, and answer any questions. Why Work at Total IT: Join us and be greeted by great people in an atmosphere that makes you want to come into work each day! Expect a warm welcome, fair and professional treatment, and top-up training to help you meet your goals. Why work at Total IT A recent team survey gives you an insight into the work life here at Total IT: "Great people", "The atmosphere makes me want to come into work each day!" Joining us on thi s role, expect a warm welcome, and to be treated fairly and professionally with top-up training to help you meet your own goals.