Customer Success and Retention Manager

Customer Success & Retention Manager/Exec-
Location-
DMS Technology & Training Suite (Bolton Wanderers Stadium), DMS Head Office (Egerton, Bolton) and customer sites across the UK.-

Join a Different Kind of Technology Partner-
The DMS Digital Group helps schools, Multi Academy Trusts and businesses transform the way they work through technology.-

From managed IT services, networking and cybersecurity to AV, print, cloud services and physical security, we deliver complete technology solutions backed by exceptional service and long-term partnerships.-

As our business continues to grow, we are creating a new Customer Success & Retention Manager role to help strengthen customer relationships, improve customer experience and ensure every customer receives maximum value from their partnership with DMS.-

This is a fantastic opportunity for somebody who enjoys working with people, building trusted relationships and helping organisations achieve their goals through technology.-

The Role-
This is not a traditional sales role.-

It is about building relationships, understanding customer needs and becoming a trusted advisor to the organisations we support.-

As Customer Success & Retention Manager, you will work closely with our customers throughout their journey with DMS, helping them understand new technologies, maximise the value of existing solutions and ensuring they receive an exceptional experience at every stage of their partnership with us.-

You will regularly visit customer sites, attend review meetings, support customer events and work alongside our Account Management, Service Desk, Technical Services and Project Delivery teams to ensure customers receive a proactive, joined-up service.-

You will become the voice of the customer within DMS, helping us continuously improve while ensuring our customers remain engaged, supported and informed.-

The role offers a unique opportunity to work with a wide range of technologies and solutions across education and commercial sectors while developing long-term relationships with senior leaders, operational teams and key decision-makers.-

What You''ll Be Doing-
You''ll spend your time meeting customers, understanding their priorities and ensuring they continue to receive value from their investment in technology.-

You''ll help coordinate customer reviews, strategic planning meetings, technology update sessions and engagement events, while working closely with internal teams to ensure customer feedback is acted upon and opportunities for improvement are identified.-

You''ll develop a strong understanding of the technologies and services delivered by DMS, allowing you to confidently discuss industry trends, best practice and future opportunities with customers.-

Whilst this is not a direct sales role, you''ll work closely with our commercial teams to identify opportunities where additional solutions or services could further support customer objectives.-

Most importantly, you''ll help build long-term partnerships that strengthen customer loyalty, improve retention and contribute to the continued growth of the business.-

Who We''re Looking For-
We''re looking for someone who genuinely enjoys working with people and building relationships.-

You may currently work in Customer Success, Account Management, Education Technology, Managed Services, Telecommunications, SaaS, Security, AV, IT Services or another customer-facing technology role.-

You''ll be a confident communicator, highly organised and comfortable engaging with a wide range of stakeholders from operational users through to senior leadership teams.-

You don''t need to be deeply technical, but you should have a genuine interest in technology and a desire to continually learn about new solutions and industry developments.-

Most importantly, you''ll care about customer outcomes and be passionate about delivering an exceptional customer experience.-

Essential Requirements-
Experience in a customer-facing role-
Excellent communication and relationship-building skills-
Strong organisational and planning abilities-
Ability to work collaboratively across multiple teams-
Professional presentation and communication skills-
Full UK Driving Licence-
Willingness to travel regularly to customer sites-

Desirable Experience-
Education sector experience-
Multi Academy Trust experience-
Customer Success or Account Management experience-
Managed Services or IT Services experience-
Telecommunications, SaaS, Security or AV industry experience-
Experience delivering customer review meetings or strategic discussions-
Knowledge of Microsoft 365, Google Workspace or cloud-based technologies-
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What We Offer-
At DMS, we believe great people deserve great opportunities.-

In return, we offer:-

Competitive remuneration package based on experience-
Company car and fuel card, or car allowance if preferred-
Company mobile phone and laptop-
Ongoing training, professional development and vendor certifications-
Access to some of the most innovative technologies in the industry-
A varied role combining office, customer site and event-based working-
The opportunity to work from our DMS Technology & Training Suite at Bolton Wanderers Stadium-
Genuine career progression opportunities within a growing business-
A supportive, ambitious and customer-focused team culture-

Why DMS?-
We''re building something different.-

Our customers don''t see us as suppliers; they see us as trusted partners.-

This role is an opportunity to become a key part of that journey, helping customers navigate change, embrace technology and achieve better outcomes through long-term partnership.-

If you''re passionate about people, technology and delivering exceptional customer experiences, we''d love to hear from you.-