Customer Success Manager

3 weeks ago

Amersham, United Kingdom IP Source Ltd Full time

Customer Success Manager

Amersham

Up to £40K + Company Benefits


About the Company:


The client we represent is a technology service provider that delivers IT Enablement Services that progress the customers strategic goals and ambitions by putting the user at the heart of everything we design, deliver, and install through our unique end-to-end approach. Recognised by their customers for their reliability and consistence. This is a company that knows they cannot succeed without the success of its staff, so their goal is to empower employees to work on things they are passionate about and give them the autonomy to do so.


The Role:


As a Customer Success Manager, you will play a crucial role in maintaining and expanding relationships with key clients. Your primary responsibility is to serve as the main point of contact for these clients, ensuring their satisfaction, addressing their needs, and driving business growth. You’ll collaborate closely with cross-functional teams, including sales, technical support, and project management, to deliver exceptional service and solutions.


Duties & Responsibilities:


  • Build and nurture strong relationships with existing clients gathering an understanding of their business objectives, challenges, and pain points.
  • Understand the client’s technology landscape and industry trends, recommending relevant products, services, and solutions to meet their specific needs.
  • Regularly engage with clients to assess their satisfaction and identify opportunities for improvement.
  • Identify upsell and cross-sell opportunities within existing accounts.
  • Collaborate with other departments to develop account expansion strategies and tailored solutions to meet clients’ requirements.
  • Ensure client retention by providing exceptional service and addressing any issues promptly.
  • Negotiate contract terms, pricing, and service-level agreements.
  • Manage contract renewals and extensions.
  • Ensure compliance with contractual obligations.
  • Collaborate with project managers and technical teams to ensure successful project delivery, monitoring progress and addressing any roadblocks.
  • Maintain accurate records of client interactions, opportunities, and pipeline.


Must Have:


  • Current experience of selling technologies or professional services.
  • Excellent communication and presentation skills.
  • Experience presenting business benefits and ROI.
  • Commercial awareness.
  • Excellent organisational skills.
  • Ability to understand and articulate a solution in a clear and concise manner.
  • A broad knowledge of the below areas would be advantageous, though training will be provided - Managed Services / SLA’s / Cloud Services / Network infrastructure / IT Security and compliance


Skills and Person Specification


  • Proven experience in client management within the IT managed services industry.
  • Strong communication, negotiation, and problem-solving skills.
  • Ability to be organised and manage multiple tasks simultaneously.

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