Customer Service Advisor

Huntress - Bracknell; Newbury; On-site; GBP 26,000 - 32,000; Full time

Job summary

We are seeking a proactive and relationship-driven Customer Success Manager to join our client's team in Newbury. You will nurture strong, long-term relationships with clients and strategic partners, ensuring high levels of satisfaction, engagement, and retention.

As the CSM, you will act as a trusted advisor, guiding customers, managing complex enquiries, and identifying opportunities to expand account value through up sell and cross-sell initiatives.

Qualifications

• Proven experience in a similar Customer Service/Success position.
• Passion for delivering exceptional client experiences and solving complex problems.
• Outstanding verbal and written communication skills.

Responsibilities

• Serve as the primary point of contact for customer enquiries, escalations, and ongoing support.
• Build and maintain trusted, long-term relationships with customers and key partners.
• Guide new customers through the onboarding journey with training, demos, and feature walkthroughs.
• Conduct regular check-ins and business reviews to capture feedback and drive satisfaction.
• Establish relationships with external service providers, vendors, and strategic partners.
• Coordinate with third-party partners and internal teams to resolve complex issues.
• Partner with Sales to support renewal strategies.
• Identify up-sell and cross-sell opportunities and lead win-back strategies for legacy accounts.

Skills

Customer success

Relationship management

Account management

Job description

We are seeking a proactive and relationship-driven Customer Success Manager to join our client's team. You will be responsible for nurturing strong, long-term relationships with clients and strategic partners, ensuring high levels of satisfaction, engagement, and retention.

As the CSM, you will act as a trusted advisor, guiding customers, managing complex enquiries, and identifying opportunities to expand account value through up sell and cross-sell initiatives.

If you possess a customer-first mindset, excellent communication skills, and a track record of effectively managing multi-account portfolios, we would love to hear from you.

Key responsibilities

• Serve as the primary point of contact for customer enquiries, escalations, and ongoing support.
• Build and maintain trusted, long-term relationships with customers and key partners. Understanding client goals to ensure services deliver maximum value and satisfaction.
• Guide new customers seamlessly through the on boarding journey. Delivering customer training, live demos, and feature walkthroughs tailored to user needs.
• Conduct regular check-ins and business reviews to capture client feedback and drive continuous satisfaction.
• Establish and nurture collaborative relationships with external service providers, vendors, and strategic partners
• Coordinate with third-party partners and internal operations teams to resolve complex account issues efficiently.
• Partner with the Sales team to support renewal strategies.
• Identify up sell, cross-sell, and account expansion opportunities, as well as lead win-back strategies for legacy accounts.

What we are looking for

• Proven experience in a similar Customer Service/Success position.
• Passion for delivering exceptional client experiences and solving complex problems.
• Outstanding verbal and written communication skills.
• Demonstrated ability to manage multiple accounts and prioritise tasks in a fast-paced environment.

Details

Title: Customer Success Manager

Salary: £26,000 - £32,000 DOE

Location: Newbury, fully office-based

We practice a diverse and inclusive recruitment process that ensures equal opportunity for all we work with, irrespective of race, sexual orientation, mental or physical disability, age or gender. As an organisation, we encourage applications from all backgrounds and will ensure measures are met when required, to allow a fair process throughout.

PLEASE NOTE: We can only consider applications from candidates who have the right to work in the UK