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Customer Success Manager
2 months ago
At Get Support IT Services, we're committed to delivering exceptional customer experiences. As a Customer Success Manager, you'll play a pivotal role in fostering strong client relationships and ensuring they achieve their IT objectives.
This dynamic role involves engaging with business stakeholders at senior levels, collaborating with technical staff, and providing account support to clients. You'll conduct regular review meetings, serve as a point of escalation for operational issues, and address requests when the client journey deviates from their expectations.
Key Responsibilities:
- Provide prompt account support to clients, ensuring accurate and consistent communication of all details in plain English.
- Develop client relationships and expand service take-up, including hardware purchasing support services and projects.
- Understand client business requirements and services provided by Get Support IT Services.
- Assist clients in setting goals and success criteria for Get Support's services and provide service reporting.
- Manage and monitor interactions with our technical teams, proactively escalating any issues and requests.
- Create and deliver client presentations that outline performance issues and suggested courses of action.
- Periodic client service reviews.
- Identify new opportunities and products available for the client.
- Onboard new clients from an account management perspective and support their transition to Get Support IT Services.
Requirements:
- A history of successfully leading and managing clients through escalations.
- Experience and working knowledge of basic software security principles, concepts, and technologies may be an advantage.
- Adaptability and willingness to learn new technologies.
- Strong project management and time management skills.
- Strong client service and account management skills.
- Excellent communication skills.
- A full UK driving license and access to a vehicle.
Location: Eynsham (office-based with site visits when required)
Working Hours: Monday to Friday, 9am to 6pm
Salary: £26k-£34k dependant on experience
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