Job title: Customer 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.
Company Purpose Statement
To use the best technology to better connect people.
Company Profile
Total IT is an award‑winning technology services and systems integration business founded in 2006, with offices in Bedford, London, and Dubai. We operate at the intersection of IT, cyber security, networks, and smart building technology, supporting some of the largest and most complex commercial buildings in the United Kingdom, alongside a growing portfolio of international clients.
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 prioritise 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 enquiries, 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 organisation, 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: 48
* 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. Additionally, you may be required to travel to the London office and other regional offices for training, client visits or other business needs.
Company Benefits
* 28 days annual leave plus 1 additional day to be used 2 weeks either side of your birthday.
* Comprehensive private healthcare and wellness programmes.
* A contributory pension scheme.
* Access to high‑performance computing resources and a modern working environment.
* Professional development opportunities, including up to 10 days of relevant training per year.
Our Recruitment Process
* Stage 1: Screening interview with HR team via Microsoft Teams.
* Stage 2: Microsoft Teams interview with Head of Business Development.
* Stage 3: Face‑to‑face interview with Head of Business Development and HR Manager.
* Stage 4 (optional): Call with our HR Manager to run through a job offer, set expectations and confirm any outstanding 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.
“Great people”, “The atmosphere makes me want to come into work each day!” – recent team survey insights.
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