Customer Success Manager
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. ☁️ We take businesses to the cloud and back! 🌍 With over 950 highly talented and supportive colleagues across a number of regional offices in the UK, Benelux & Ireland, we are a dynamic and inclusive environment that values diversity, equality, inclusion and belonging.
About the Role
Ekco is seeking a proactive, 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 gather feedback on service performance, identify actions for continual improvement, highlight 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 (Support, operations, delivery) to resolve client issues and escalate when needed.
* Prepare regular service delivery reports to track SLA performance.
* Create SIP plans to support continual service improvement for end clients.
* Contribute to process improvements and documentation to enhance the customer experience.
* Support renewals and upsell opportunities in collaboration with account managers.
* Work with the finance team to resolve billing issues and process 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
* ☀️ 25 days leave + public holidays.
* 🎂 1 birthday leave day per year.
* 💰 Employer contribution 5% to company pension scheme + flexible salary sacrifice.
* 📞 Employee Assistance Programme (EAP) – access to dedicated mental health, emotional wellbeing and general advice.
* 🏃♀️ EkcOlympics – a global activity for fun.
* 📚 Unlimited access to Pluralsight learning platform.
* 🌱 Opportunities for growth locally and 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.
* 🌈 Commitment to diversity, equality, inclusion and belonging.
* 🎉 Recognition of internal mobility and encouragement of internal development & progression.
* ✨ Flexible working with a family‑friendly focus at the core of our values.
Location
Ekco UK – Milton Keynes, Holborn – London. Remote status: Hybrid.
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