About Ekco
🚀 Founded in 2016 Ekco is now one of the fastest growing cloud solution providers in Europe! We specialise in enabling companies to progress along the path of cloud maturity, managing transformation and driving better outcomes from our customers’ existing technology investments.
☁️ In a few words, we take businesses to the cloud and back!
🌍 We have over 950 highly talented and supportive colleagues (and counting) across a number of regional offices in the UK, Benelux & Ireland.
About the role
Ekco are seeking a proactive and customer-focused individual to join our service delivery team as a Customer Success Manager. This role is ideal for someone passionate about building client relationships, ensuring customer satisfaction, and supporting service delivery operations.
Responsibilities
* Customer Onboarding: Provide new clients with a comprehensive Customer Handbook, a Control Panel overview, and clear contact and escalation channels.
* Customer Relationship Management: Conduct a minimum of six proactive calls per year with each customer to:
o Gather feedback on service performance.
o Identify and discuss actions for continual service improvement.
o Highlight potential upsell opportunities and collaborate with the Sales team.
* Act as an escalation point for aligned customers, ensuring prompt and professional resolution of issues.
* Serve as a primary point of contact for a portfolio of clients, ensuring their needs are met and expectations managed.
* Monitor customer health metrics and usage data to identify risks and opportunities.
* Collaborate with internal teams (e.g. Support, operations, delivery) to resolve client issues and escalate when needed.
* Prepare regular service delivery reports to track SLA's and service performance.
* Create SIP plans to support continual service improvement for the end client.
* Contribute to process improvements and documentation to enhance the customer experience.
* Support renewals and upsell opportunities in collaboration with account managers.
* Working with the finance team to resolve billing issues and processing decommission requests.
About you
* 1–2 years of experience in a customer-facing role (Customer Success, Account Management, Support, etc.).
* Strong communication and interpersonal skills.
* Ability to manage multiple client relationships and prioritize tasks effectively.
* Familiarity with ITSM tooling.
* A collaborative mindset and willingness to learn from senior team members.
* Problem-solving skills and a proactive approach to client challenges.
Benefits/Perks
* ☀️ Time off - 25 days leave + public holidays
* 🎂 x1 day Birthday leave per year
* 💰 Company Pension Scheme (employer contribution 5%) + flexible salary sacrifice
* 📞 Employee Assistance Programme (EAP) - access to dedicated mental health, emotional wellbeing and general advice
* 🏃♀️ EkcOlympics - a global activity for fun!
* 📚 Learning & development - Unlimited access to Pluralsight learning platform
* 🌱 A lot of responsibilities & opportunities to grow (also internationally)
Why Ekco
* ⭐️ Microsoft’s 2023 Rising Star Security Partner of the year
* 🚀 VMware & Veeam top partner status
* 🏅 Ranked as 4th fastest growing technology company in the Deloitte Fast50 Awards
* 🌈Ekco are committed to cultivating an environment that promotes diversity, equality, inclusion and belonging
* 🎉 We recognise the value of internal mobility and encourage opportunities for internal development & progression
* ✨ Flexible working with a family friendly focus are at the core of our company values