At the heart of our Client Success team we commit to positively engage and delight our customers. Our team achieves this by empathising with our clients, taking the time to understand their IT requirements and the context behind their support needs. We ensure that expectations are agreed upon in a positive manner, reassuring our clients that we will take ownership of their IT incidents and requests. This approach not only fosters trust but also ensures that our clients feel valued and heard. We act with Integrity, to gain Trust and we Communicate well to deliver exceptional levels of Service… ITCS.
The Client Success Manager (CSM) is responsible for ensuring the consistent delivery of high-quality services to customers and to ensure that those services are aligned to the client’s evolving IT business requirements.
They are responsible for providing a robust and clearly identifiable communication interface between the client and ITCS, ensuring that services are monitored and managed effectively, in order to deliver true service value. The Client Success Manager will work to continuously improve the delivery of those services, identify opportunities for growth and maintain ITCS’ relationship with the customer.
Working closely with the account management and technical teams, they will be responsible for managing the overall client experience, acting as the voice of the customer within ITC Service and working strategically to ensure the ongoing development and success of the relationship.
Building mutually beneficial and long-lasting customer relationships.
Providing a tailored, customer-centric experience, which focuses on exceeding expectations by consistently delivering the highest levels of client satisfaction.
Conducting regular service review meetings with clients.
Acting as a point of escalation for repeat and chronic service issues.
Creating and maintaining service improvement plans, working with internal teams to ensure that actions are followed through to completion.
Driving internal reviews and service improvements to existing processes.
Ensuring that customer expectations are aligned with the services and products to be delivered.
Providing regular and accurate management reporting.
Identifying opportunities for optimisation and account growth.
Working with clients and technical teams to produce effective and realistic IT roadmaps.
Identifying contract renewal opportunities and working alongside the sales team to ensure the highest level of customer retention.
Providing pre-sales support, assisting with tender responses and client presentations.
Previous experience working within the IT sector and MSP operations.
Demonstrable experience of working within a relationship management role.
Knowledge of IT support best practice and principals.
Exceptional client-facing communication skills; written and verbal.
Positive ‘can do’ attitude.
Customer service-oriented with a focus on delighting the customer.
Resilient and adaptable under pressure with the ability to prioritise.
Passionate about contributing to team success.
Excellent interpersonal skills for building a strong rapport with clients and colleagues alike.
An enthusiastic, committed and flexible approach to work.
Be solutions driven, demonstrating a confident and friendly approach when dealing with customers.
Understanding of customer needs and the ability to translate these into service deliverables.
Excellent analytical, process and documentation skills.
Highly motivated with the ability to work on your own initiative.
Ability to work well with other teams in order to drive through service improvements.
Proficient in the use of Microsoft Office applications.
Full UK Driving Licence.
Knowledge and basic understanding of the components of IT Infrastructures including Connectivity, Telephony, Managed Networks, Cloud, Hosting and Application services.
Experience of providing Service Management within the IT sector.
Previous experience of working with HubSpot.
Previous experience of working ConnectWise.
ITIL Qualified.
The position is based out of ITC Service’s head office in Hebburn, however you may be required to attend customer meetings at various locations across the UK, primarily within the North East.
The normal hours of employment will be 40 hours per week, 08:00 – 17:00, Monday to Friday, during which one hour may be taken for lunch.
It is expected that the successful candidate will be able to accommodate changes to their working hours and to be available for contact during weekends & evenings from time to time as required.
Citizenship is a framework for general expectations for working at ITC.
In your role, you will be given directed autonomy, but that requires accountability to the company, your team, our clients and yourself.
The principles below will guide us in our success.
Actively create a safe and respectful work environment.
Consistently question your assumptions and biases.
Celebrate wins.
Seek out where others need assistance.
Keep documentation up to date and thorough.
Follow our operation rules.
Show up where and when you are supposed to.
Be timely and follow through on the business processes that you own (timesheets, client files, etc.).
Use your calendar to ensure that your team has visibility into your availability and location.
Present yourself professionally to your team, clients, and partners (reflect your ambition and success).
Trust positive intent by default. Ask honest questions where you don’t have trust.
Dedicate time and focus to communication, communicate authentically, clearly and professionally.
Don’t believe everything you think.
Talk to someone who can do something about it before you tell someone who can’t.
Spread positive gossip and shut down negative gossip.
Know and understand our service rules.
THINK about our process and the client’s needs.
Take ownership, if you can’t find an owner.
Understand our service lines and how we earn a living.
Assist in protecting and increasing our financial health.
Understand and communicate your personal boundaries.
Maintain your personal health (physical, mental, financial).
Keep documentation up to date and thorough.
Be honest and own your actions.
THINK backup, what if, safeguard customers and yourself.
