Client Success Strategist

Rydal Group; Peterborough; On-site; GBP 35,000 - 55,000; Full time

Benefits offered by this job

23 days annual holiday + bank holidays

Loyalty Holidays

Pension with Employer contributions

Experience Team Building days

Wellness Days and Team Incentives

Job summary

Rydal Group is seeking a Client Success professional to ensure exceptional client experience across tickets, projects and internal tasks. You will review service performance, produce insightful reports and actively manage client needs, serving as a key escalation point when required.

The role demands strong communication, attention to detail and a proactive, client-centric approach to engagement. You’ll work with cross-functional teams to sustain high satisfaction and retention rates.

Qualifications

• Experience in client experience or client service management role.
• Ability to build stakeholder engagement for a client-first culture.
• Strong organisational and time management skills.
• Excellent communication and interpersonal abilities.
• Proficiency in order management software / ITSM systems.
• Analytical mindset to interpret data, create reports and make informed decisions.
• Skilled in managing multiple tasks simultaneously.
• Ability to work collaboratively with cross-functional teams.
• Detail-oriented with a commitment to quality.
• Familiarity with ITIL frameworks and best practices for service management.
• Leader, client centric, empathetic, passionate, critical thinker, innovative and results focused.
• 23 days annual holiday + bank holidays
• Loyalty Holidays
• Pension with Employer contributions
• Experience Team Building days, Wellness Days and Team Incentives

Responsibilities

• Monitor and evaluate service delivery against agreed SLAs and KPIs.
• Prepare and deliver client performance reports, including ticket resolution times, project progress, and service metrics.
• Serve as the primary point of contact for key clients, addressing concerns and escalations and ensuring timely resolution.
• Provide actionable insights to internal teams and clients.
• Coordinate internal tasks to meet client expectations and deadlines.
• Build strong relationships to enhance retention and satisfaction.
• Identify opportunities to improve processes and client experience.

Skills

Stakeholder engagement

Client experience

Organisation

Communication

ITSM proficiency

Data reporting

Multi-tasking

Cross-functional collaboration

Quality focus

ITIL familiarity

Job description

Rydal Group is seeking a Client Success professional to ensure exceptional client experience across tickets, projects and internal tasks. You will review service performance, produce insightful reports and actively manage client needs, serving as a key escalation point when required.

The role demands strong communication, attention to detail and a proactive, client-centric approach to engagement. You’ll work with cross-functional teams to sustain high satisfaction and retention rates.