Customer Success Manager
Ekco, Milton Keynes, England, United Kingdom
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 and discuss actions for continual service improvement.
* Highlight potential 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 (e.g. Support, operations, delivery) to resolve client issues and escalate when needed.
* Prepare regular service delivery reports to track SLA's and service performance.
* Create SIP plans to support continual service improvement for the end client.
* Contribute to process improvements and documentation to enhance the customer experience.
* Support renewals and upsell opportunities in collaboration with account managers.
* Working with the finance team to resolve billing issues and processing 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.
* ☀️ Time off – 25 days leave + public holidays
* 🎂 1 day Birthday leave per year
* 📞 Employee Assistance Programme (EAP) – access to dedicated mental health, emotional wellbeing and general advice
* 📚 Learning & development – Unlimited access to Pluralsight learning platform
* 🌱 A lot of responsibilities & opportunities to grow (also 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
* 🌈 Ekco is committed to cultivating an environment that promotes diversity, equality, inclusion and belonging
* 🎉 We recognise the value of internal mobility and encourage opportunities for internal development & progression
* ✨ Flexible working with a family‑friendly focus are at the core of our company values
Seniority level: Associate
Employment type: Full‑time
Job function: Information Technology
Industries: IT Services and IT Consulting
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