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Customer Success Manager

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We are recruiting a passionate Customer Success Manager to join our expanding team. This role will have a primary focus on supporting our existing customer base.

This role is to engage with customers that have completed an initial wave of development, to help customers realize value using the M365 technology stack.  This role will cover Customer Retention with a view to securing future waves of development from the existing account base but leading the empathetic engagement style being the conduit between iCoTech, the Customer and Microsoft. This role is reporting to the Head of Sales. The successful candidate for this role will be able to build successful relationships with all levels of stakeholders across a wider range of organizations.

The role will involve:

  • Helping customers realize value @pace from iCoTech and Microsoft
  • Ensuring end of Wave business transition
  • Customer retention performance
  • Empathetic engagement and relationship building
  • Capture insights and feedback from customers
  • Upsell & Cross sell where value can be added to customers
  • Complete periodic client health checks
  • Handle customer requests and complaints
  • Own the support & iteration process for customers
  • Working with marketing to develop case studies and success stories

Ideally as a Customer Success Manager you will have:

  • Excellent relationship building skills
  • Excellent stakeholder management skills, including engaging at director level
  • Ability to act for the customer to resolve complaints
  • High level of data accuracy and input into our CRM
  • Passion to deliver excellent service and champion the brand
  • Ability to upsell and cross sell and identify opportunities
  • Ability to deliver against expectations and to value

What you will get from us!

  • A basic salary of £30,000 – £45,000 Basic with commission
  • Enthusiastic and lively office environment based in Cardiff Bay. iCoHub with Xbox, Cwtch Corner and beer fridge
  • Salary sacrifice for electric vehicle 
  • Regular socials on a monthly basis
  • A no walls open plan office
  • Correct support and equipment to succeed within the business

To apply, please email your CV and covering letter to Fiona Davies at fiona.davies@icotechservices.co.uk

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