Client Success Manager

Aspire Technology Solutions; Leeds; On-site; GBP 27,000 - 40,000; Full time

Job summary

A leading IT and Cyber Security provider in Leeds is seeking a Client Success Manager to ensure high-quality service delivery and maintain customer relationships. You will be responsible for managing service experiences and driving satisfaction. The ideal candidate has experience in customer-facing roles within IT and understands the ITIL framework. This position offers a salary range of £27,000 - £40,000 and various benefits including health plans and flexible working arrangements.

Benefits

Health Cash Plan

Cycle to Work Scheme

Enhanced Annual Leave Entitlement

Life Assurance

Discounted Gym Membership

Qualifications

• Previous experience in a customer-facing role.
• Experience in the IT / Managed Services sector.
• Ability to translate business requirements into service deliverables.
• Strong analytical and communication skills.
• Resilient attitude with a flexible work approach.
• Clear understanding of delivering high-quality customer care.

Responsibilities

• Provide a personalized interface for customers.
• Conduct regular service review meetings with stakeholders.
• Utilize ITSM data for service improvement plans.
• Act as a point of escalation for service issues.
• Identify contract renewal opportunities.
• Ensure continuous improvement of service delivery standards.

Skills

Customer-facing experience

Understanding of ITIL v4

Analytical skills

Excellent communication

Relationship building

Job description

About Aspire

At Aspire Technology Solutions, we look for dynamic individuals who want to work for one of the fastest growing IT and Cyber Security providers in the UK. It is an exciting time to join us on our journey as we grow and expand!

Our mission: To deliver technology like no other!

About the role

We are looking for a Client Success Manager to join our Service Delivery team to ensure the delivery of high quality services to Aspire’s customers.

This is a crucial role that allows us to develop positive relationships with our clients; providing a mechanism to understand their ever-changing business requirements and how IT services can be best used to help meet those needs.

The Client Success Manager will take ownership for the overall service experienced by the customer, providing a personalised interface that focuses on ensuring the highest levels of customer satisfaction are achieved and sustained. You will manage complex service situations and work to continuously identify improvements to the way in which services are delivered.

Working collaboratively with customers in support of their IT requirements, you will be able to build long-lasting, mutually beneficial partnerships that focus on providing real value to customers to ensure that they continue to benefit from the services Aspire provide.

Responsibilities

• Provide a personalised interface for customers, which focuses on ensuring that the highest levels of client satisfaction are achieved and sustained.
• Conduct regular service review meetings with key stakeholders.
• Utilise analytical skills from ITSM data to identify, create and maintain service improvement plans.
• Act as a point of escalation to manage and resolve service issues.
• Identify contract renewal opportunities and work with the sales team to ensure the highest level of customer retention.
• Ensure service delivery standards are continuously improved throughout all areas of the organisation.

Requirements

• Previous experience of working within a customer-facing role and a good understanding of business objectives.
• Previous experience working within the IT / Managed Services sector with an understanding of the ITIL v4 framework.
• Understanding of customer business requirements and the ability to translate these into service deliverables.
• Excellent analytical and communication skills along with the ability to build strong relationships with both internal and external stakeholders, including c-suite.
• Enthusiastic and resilient attitude with a flexible approach to work.
• A clear understanding of the importance and value of delivering high quality customer care.

Our values

We understand that you might not have all of the qualifications and experiences that we think are key to succeeding in this role therefore we provide continuous learning and development at Aspire, which is at the heart of everything we do.

As long as you are passionate, eager to learn and driven to be the best at what you do and live our values this role may be a fit for you.

Salary and Benefits

Salary: £27,000 - £40,000 per annum (depending on experience).

Benefits include travel benefits, Health Cash Plan, Cycle to Work Scheme, Network Benefits, Employee Assistance Program, Enhanced Annual Leave Entitlement, Enhanced Maternity, Paternity and Parental Schemes, Enhanced Pension Scheme, Home & Tech Purchase Scheme, Electric Vehicle Salary Sacrifice Scheme, employee referral scheme, new business referral scheme, discounted Gym Membership, Life Assurance and Critical Illness cover.

Location and Working Arrangements

You will be based at Aspire’s Leeds City Centre Office with travel as required. Hours of work: 37.5 hours per week, Monday - Friday.

Equality, Inclusion and Diversity at Aspire

Aspire is an equal opportunity employer committed to creating a culture that respects and values each other’s differences, that promotes dignity, equality and diversity that encourages individuals to develop their true potential.