Customer Success Manager

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.

• 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)

• 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