Customer Success Coordinator

Assured-Data-Protection; Leeds; Hybrid; GBP 25,000 - 38,000; Full time

Benefits offered by this job

Hybrid working

Team-building events

Inclusive work environment

Job summary

Assured Data Protection in the UK (Leeds hybrid) is seeking a Customer Success Coordinator to deliver an exceptional experience, manage renewals, and grow partnerships. You will be the primary contact for assigned accounts, coordinating service reviews and cross-functional collaboration.

The role combines relationship building with administrative rigor, requiring strong communication, problem solving, and MS Office proficiency.

Qualifications

• Excellent communication skills and the ability to understand the needs of the customers.
• Demonstrate analytical and problem-solving skills.
• Strong organizational and time management skills.
• Strong administrative technical skills with MS Office (Word, Excel, PowerPoint).

Responsibilities

• Build and maintain strong customer relationships, ensuring client needs are addressed promptly and effectively.
• Conduct regular service reviews to assess customer satisfaction and identify opportunities to expand services.
• Manage and drive customer renewals, ensuring timely contract execution and retention.
• Monitor accounts, address issues, and look for improved service delivery and performance.
• Resolve complex customer concerns professionally while preserving relationships.
• Support customer engagement and marketing initiatives by communicating product improvements and best practices.
• Maintain up-to-date records of customer interactions and account activities.

Skills

Communication skills

Analytical thinking

Problem solving

Organizational skills

Time management

Tools

MS Office

Job description

Location: UK (Hybrid) Leeds Office (Thorpe Park) and remote

Title: Customer Success Coordinator - Assured Data Protection

Job Type: Full-time

About Assured Data Protection

Assured Data Protection is a global leader in data backup and disaster recovery managed services, specialising in safeguarding against data loss and downtime in the event of a disaster, cyber, or ransomware attack. Our fully managed services include immutable backup, disaster recovery, and cyber resiliency to protect data on-premises and in the cloud, with 24/7/365 expert support.

Job Summary:

The Customer Success Coordinator is responsible for delivering an exceptional customer experience that drives client satisfaction, retention, and growth. Serving as the primary point of contact, the CSS will proactively support customer business needs, build strong relationships, and identify opportunities to expand services and partnerships.

Compensation for this role includes a base salary and performance-based bonuses tied to the successful achievement of key performance indicators (KPIs).

Responsibilities:

• Build and maintain strong customer relationships, ensuring client needs are addressed promptly and effectively.
• Conduct regular service reviews to assess customer satisfaction, identify potential challenges, understand current and future business objectives, and uncover opportunities to expand services that align with customer goals.
• Manage and drive customer renewals, ensuring timely contract execution and maximizing customer retention.
• Monitor customer accounts proactively, addressing issues before they escalated and identifying opportunities to improve service delivery and account performance.
• Resolve complex customer concerns and disputes professionally, ensuring positive outcomes and preserving strong client relationships.
• Support customer engagement and marketing initiatives by communicating product enhancements, industry insights, and best practices.
• Maintain accurate and up-to-date records of customer interactions, service activities, and account-related documentation.

Qualifications and Experience:

• Excellent communication skills and the ability to understand the needs of the customers.
• Demonstrate analytical and problem-solving skills.
• Strong organizational and time management skills.
• Strong administrative technical skills with standard MS Office components including Word, Excel, and PowerPoint.

Beneficial but not essential:

• 2+ years prior experience in customer facing and / or sales roles
• Knowledge of the corporate information technology (IT) space, any experience working with data backup, or IT Managed Services Providers (MSP) is a plus.
• Knowledge of customer service programs and CRM management programs, experience with ChurnZero and HubSpot is a plus.

What We Offer:

• Hybrid working options for flexibility
• Regular team-building and off-site company events.
• A dynamic, inclusive, and collaborative work environment

Assured Data Protection we value diversity and inclusivity. We offer perks such, flex holidays, and flexible working practices to allow our employees to show up as their whole selves. We are an equal-opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. If you have a disability or special need that requires accommodation, please do not hesitate to let us know.

You must have the legal right to work in the UK at the time of application, as we are unable to offer visa sponsorship for this role.