Customer Success Manager
£30,000 - £35,000
Malvern
Role Overview
You will be working for a specialist IT service provider, with strong social and environmental values. Helping large businesses to manage mobile devices, mobile connectivity and support for their end-users.
You will be reporting to the Customer Success Team Manager, managing a portfolio of customers and ensuring smooth and efficient delivery of services to support the business. You will play a vital role in expanding the Service Delivery Team.
Key Responsibilities
Operate as the first point of contact for a portfolio of customers, building and nurturing strong, long-term relationships through regular meetings and consistent engagement.
Implement and maintain customer engagement plans, including periodic virtual (Teams) reviews and mobile health checks.
Monitor, action and follow through to resolution, actions deriving from customer engagement.
Act as the escalation point for customer issues raised by the first line customer support team, ensuring prompt and effective resolution.
Drive continuous service improvement initiatives by leveraging data and customer feedback.
Support the seamless onboarding of new customers and the introduction of new services for existing clients.
Work with the Customer Success Team Manager to manage the full customer lifecycle, including renewals, to ensure sustained satisfaction and industry leading retention levels.
Foster a culture of collaboration, continuous improvement, and customer-centric service delivery.
What You’ll Need
Experience of managing a portfolio of 30+ customers.
Experience of working for a fast growth telecoms or IT services company.
Demonstratable evidence of retaining existing business and delivering new opportunities.
A solutions-oriented, "can-do" mindset.
Self-motivated and capable of working independently or as part of a team.
Effective interpersonal skills to build rapport with cross-functional teams.
Excellent Excel skills and ability to present data effectively
Excellent organisational and communication skills
Mobile network and telecoms knowledge (preferred)
5 years customer service
Driving Licence (preferred)
What We Offer
25 Days Paid Holiday per Annum (plus Bank Holidays)
Comprehensive Healthcare and Medical Benefits Plan (after 1 year employment)
Hybrid working
Casual dress
Company events
Flexitime
Free parking
Discretionary Annual Bonus linked to key performance metrics for team
Continuous learning and professional development opportunities
Exciting and challenging projects with industry-leading clients
On-site parking