We have an exciting permanent opportunity for a Customer Success Manager based in Severn Beach, Bristol. The primary goal of this role is to deliver an exceptional end‑user experience and establish industry‑leading standards for time to acceptance. You will enhance customer relationships by ensuring a unified approach in all communications.
To achieve this, it is essential to develop strong working relationships with our customers, sales team, operations team, and process teams. This collaboration will enable you to continuously improve processes that are understood, appreciated, and followed. You will play a crucial role in driving insights back into our organization, supporting our ability to scale for our production customers.
Key Responsibilities
* With the Master Scheduler, review QCF772 to identify at the first opportunity when a Service Integration Engineer is required, based on system and/or process complexity and the customer's strategic importance.
* Take the lead to focus on system continuity, ensuring System/Customer Ownership from the point of order (and sometimes earlier), working with the Master Scheduler, through Operations and to Acceptance. Clearly identify any areas of risk to the appropriate department and wider business.
* Support regional service teams with customer installation and resourcing expectations to meet customer requirements.
* Work with Commercial and Sales to agree the Customer and Internal Communications Plan, using a RACI model and identifying key customer and internal stakeholders. Map out key handover points and take accountability, or assign it. Ensure regular meetings are held with internal stakeholders and customers as required.
* Work with the customer representative to understand and support requirements to facilitate commissioning. This may include organising site visits, location inspections, training and other support requirements to smooth the installation path.
* Follow and continuously improve our processes, for example, the Delivery and ICA plan QCF 89a and 89b for site readiness and process readiness.
* Take accountability for post‑installation introduction and handover to Regional Service Teams. This includes updated CRM information, key contacts, documentation, the customer's journey to date, and recommendations.
* Ensure that Safety, Health, Environmental and Facilities input are understood, and relevant input is sought throughout the design and planning process.
* Provide weekly/monthly reporting of pending and completed installations.
* Evaluate each project and ‘Learn Wide’ – transferring learning back into Operations and Service from each project (what worked well and what must evolve). Share success and recognition across the business.
Education / Qualifications
* A business and/or technical qualification is advantageous.
* Project management experience and/or qualifications.
Professional Skills / Abilities
* Experience developing customer relationships in a global market.
* Semiconductor or similar high‑value capital equipment background.
* Understanding of manufacturing processes and how to drive delivery.
* Influential written and verbal communication skills.
* Ability to deliver to deadlines, influencing and inspiring colleagues to do the same.
* Ability to communicate and have discussions at a technical level.
* High levels of accuracy and attention to detail.
Personal Qualities
* Excellent interpersonal skills to facilitate the flow of information with engineers, technicians, and manufacturing staff.
* Can understand the mindset of our customers and value their ability to share their stories with our business.
* Acknowledges and appreciates exceptional work throughout the organisation.
* Detail‑oriented, systematic, and comprehensive.
Benefits
In addition to a competitive starting salary, structured career development opportunities, and a good work‑life balance, Oxford Instruments offers 25 days annual leave, early finish on Fridays, private healthcare, a share incentive plan, a defined contribution Group Personal Pension Plan, and a flexible benefits package that you can tailor to your own requirements.
All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, or disability. We encourage applications from people of all backgrounds and would ask you to get in touch if you are concerned about any barriers you feel you may be facing in your application process with us.
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