Customer Success Manager Location: Hemel Hempstead Salary: £26,000 - £31,500 Bonus Hours: Monday Friday, 9am 5.30pm We are recruiting for candidates with a customer success or account management background to come on board and join our team in Hemel Hempstead as a Platinum Customer Experience Account Manager. You will be part of the team that provides a remarkable service to our customers, and your key objective will be to establish relationships, identify opportunity and maximise customer retention, through office-based support. You will be responsible for managing all aspects of the customer experience for a base of circa 150-200 business customers, billing over £50,000 per month. Key Tasks: Support your customer base, managing and exceeding their expectations. Identify and create opportunities that benefit your customers Performing account reviews Ensure your customer retention is as impressive as the rest of our teams and be a contributor to our 99.5% retention rate Handle both incoming and outgoing customer sales and service calls Create and manage cases in Dynamics CRM Work through call alerts, and check for signs of fraud Develop a good product knowledge to educate customers in alternative services. e.g. Mobiles, Connectivity, VoIP. ITaaS and Cyber Document and resolve faults, or hand over more complex issues to third line support and follow up when resolved Handle general billing queries Understand & pre-empt competitor threats Use company reporting mechanisms to prioritise your daily/weekly actions Handle customer feedback and complaints both on the phone and in writing Assist other departments to resolve customer-based challenges Benefits: 21 Days holiday rising to 25 after 5 years of service Birthday off Childcare vouchers Employee mobile package Holiday Purchase scheme We Offer: A competitive salary and bonus structure Full training Ongoing personal development A busy, fun working environment Skills & Experience: Customer success, Account management or Sales experience. Excellent communication skills. A proactive, positive (win-win) attitude. Ability to recognise and pursue a sales opportunity Office 365 knowledge competency Proactive approach and ability to bring new ideas to the team. Ability to forge lasting relationships with customers and partners. Good time management skills and ability to prioritise workload.