Customer Success Manager tasked with managing IT services and customer relationships post sale for colocation and cloud solutions. Ensuring value and engagement to drive renewals and expansion.
About the role
- Customer Success Specialist improving client satisfaction and engagement through client management and support. Utilizing tools like Zendesk and JIRA to resolve issues effectively.
Responsibilities
- Client Engagement (40%): Keep in touch with clients through meetings and ticket reviews to make sure they are happy and getting the most out of Moneyhub’s software.
- Support & Resolution (40%): Use 1st and 2nd line support skills to solve issues fast, leveraging knowledge of tooling for better client experience and ticket management.
- Project Involvement (20%): Join process improvement efforts and take ownership of tasks to support the company’s Objectives and Key Results (OKRs).
Requirements
- 2+ years of experience in a Customer Success, Account Management, or Technical Support role within a SaaS or Technology driven business.
- Experience working in a B2B customer facing environment
- Proven success managing a portfolio of clients, maintaining high satisfaction and retention rates.
- A track record of resolving 1st and 2nd line support issues, and escalating effectively when needed.
- Experience translating complex technical concepts into clear, actionable solutions for non-technical clients.
- Demonstrated ability to analyse support data or client feedback to identify trends and drive process improvements.
- A history of collaborating cross-functionally with product, engineering, or operations teams to improve client outcomes.
- Experience leading client meetings.
- Strong written and verbal communication skills, with a professional, empathetic approach.
- (Bonus) Experience contributing to process improvement projects within your team or organisation.
Benefits
- 5% company contribution towards your Pension from your very first day with us. 3% contribution from yourself.
- 25 days of holiday (plus bank hols), rising to 30 days after two years;
- Choose to take your entitlement to UK bank holidays at other times based on your own days of significance;
- Private medical insurance, including cover for pre-existing conditions, plus dental and optical benefit;
- 3 Months Moneyhubber Family Pay when you become a new parent;
- Permanent health insurance and life cover - much greater than the industry standard (death in service);
- Employee assistance programme;
- Professional development support, with dedicated allowance of time and money; Life event leave;
- Cycle to work scheme;
- EV Car Scheme
- £750 towards professional memberships
- Remote working benefits, including work from almost anywhere, access to co-working spaces and support for your home office set-up
- High spec laptop
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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