Customer Success Director

Evolve; Wigan; On-site; GBP 60,000 - 80,000; Full time

Job summary

Join a dynamic team as a Customer Success Director at a leading company in Wigan, where you'll manage key client accounts and drive service excellence. This role requires strategic thinking and strong relationship management skills, ensuring client satisfaction and identifying growth opportunities. You'll lead a team, oversee performance, and develop strategies that align with client goals, all while contributing to a collaborative work environment.

Qualifications

• Proven experience in a similar role within facilities management.
• Strong understanding of facilities management practices and regulations.

Responsibilities

• Serve as the main point of contact for assigned accounts.
• Develop and implement account strategies aligned with client goals.
• Proactively identify growth opportunities within existing accounts.

Skills

Client Relationship Management

Team Management

Strategic Thinking

Communication

Negotiation

Education

Business

Facilities Management

Engineering

Job description

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Since its inception in 2005, Evolve has been driven by a commitment to revolutionise the support provided to hard-working multi-site brands often overlooked by traditional technology providers. Our tailored approach addresses the unique challenges faced by these brands, emphasising exceptional technical support and customer service. This covers GDPR Compliant Guest Wi-Fi, SD WAN Networks, Managed Wi-Fi/LAN Infrastructure, Broadband / Leased Lines, Network Security, PCI Consultancy, and structured cabling.

Job Summary

The Customer Success Director takes full ownership of key client accounts acting as the primary liaison between the client and internal teams. They are responsible for ensuring exceptional service delivery, driving performance improvements, managing contractual obligations, and identifying opportunities to grow the relationship and expand service offerings.

This is a senior leadership role requiring a strategic thinker with strong commercial acumen, outstanding relationship management skills, and a deep understanding of the facilities management or related industries.

Key Accountabilities

Client & Account Management

• Serve as the main point of contact for assigned accounts, fostering long-term relationships based on trust and mutual success.
• Build and maintain strong senior-level relationships with key client stakeholders and decision-makers.
• Ensure all client expectations are met or exceeded through proactive account oversight and issue resolution.

Strategic Planning & Performance

• Develop and implement account strategies aligned with client goals and business objectives.
• Oversee performance reporting and use data insights to drive service improvements and operational excellence.
• Identify and implement service improvement actions at both tactical and operational levels.
• Lead and mentor Account Executives and other team members, fostering a high-performance culture focused on service excellence and professional development.
• Ensure team roles and responsibilities are clearly defined and performance objectives are regularly reviewed.
• Monitor account performance metrics, service level agreements (SLAs), and key deliverables to ensure contractual compliance and customer satisfaction.
• Manage account budgets in collaboration with the finance team, maintaining a focus on profitability, cost-efficiency, and value delivery.

Business Development

• Proactively identify growth opportunities within existing accounts, including upselling, cross-selling, and expansion of services.
• Support the preparation of business cases, proposals, and presentations for new initiatives or contract renewals.

About you:

• Industry relevant qualifications and demonstrable experience (e.g., Business, Facilities Management, Engineering).
• Proven experience in a similar role within a facilities management or related industry.
• Strong understanding of facilities management practices, regulations, and industry trends.
• Excellent client relationship management skills with a track record of building and maintaining long-term client partnerships.
• Demonstrated experience in team management, including performance management and development.
• Sound financial acumen and experience managing budgets.
• Strong communication, negotiation, and presentation skills.
• Ability to work well under pressure and adapt to changing priorities
• Relevant professional certifications may be advantageous

Why Evolve?

At Evolve, you'll be joining a dynamic and passionate team that's committed to building something special. We offer a competitive compensation package, a collaborative work environment, and the opportunity to make a real impact on our company's success.

We have created a working environment where you can be yourself and give your all. You will be called on to out-think the competition and work closely with your colleagues to produce innovative ideas and deliver impressive results for our customers. This is your chance to be effective, and impressive performance will take you far.

To find out more information about what its like to work for us and our benefits, visit www.evolvebg.co.uk/careers/

Evolve is an Equal Opportunity Employer

All openings will be filled based on qualifications without regard to race, colour, sex, sexual orientation, gender identity, national origin, marital status, veteran status, disability, age, religion, or any other classification protected by law.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service and Information Technology

• Industries

  IT Services and IT Consulting

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