Customer Success Manager

Solid State Group; Birmingham; Presencial; GBP 45.000 - 75.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

EV Salary Scheme

26 days annual leave + BHs

Pensions plan

Sick pay scheme

Life assurance

Profit share scheme

Employee share plan

Descripción de la vacante

Steatite Communications in Birmingham seeks a Customer Success Manager to nurture post-sale relationships and drive value for mission-critical clients. You will combine technical understanding with strong relationship skills to ensure ongoing operational value and customer satisfaction.

You will collaborate with Business Development, Engineering, Projects and Field Services to ensure smooth transitions from sales to delivery and long-term support, while identifying future opportunities.

Formación

• Experience managing customer relationships within technical environments.
• Strong stakeholder management and communication skills.
• Understanding of communications technologies and mission-critical ops.

Responsabilidades

• Serve as the primary post-sales contact for key customers and maintain engagement.
• Lead customer reviews, identify operational challenges and manage expectations.
• Understand customer mission requirements and support capability development.
• Coordinate with internal teams for timely support and issue resolution.
• Support training, product demonstrations and acceptance activities.
• Capture feedback to shape future developments and bids.

Conocimientos

Account management

Stakeholder management

Technical understanding

Customer engagement

Communications tech

Educación

Technical qualification

Herramientas

PRINCE2

Agile

Descripción del empleo

Security Clearance: Due to the nature of this role and the customers we support, applicants must be eligible to obtain UK Security Check (SC) clearance. Any offer of employment will be subject to the successful completion of the required security screening and clearance processes. Please refer to our security clearance guide.

About Us

At Steatite, we design, manufacture, and supply advanced technology solutions — from industrial embedded computing and custom lithium battery packs to secure communications, antennas, and imaging systems.

Our innovations operate in some of the world’s most demanding environments. From the ocean floor to the edge of space, Steatite technology ensures critical systems perform reliably, consistently, and safely — 24/7. Whether enabling scientific discovery in extreme conditions, transmitting high-bandwidth data across challenging terrain, processing vast volumes of traffic data, or supporting secure transactions on the move, our solutions are built to perform when it matters most.

From day one, you will be part of an organisation that prioritises your safety and wellbeing, values your contribution, and is committed to making your career both rewarding and impactful.

The Opportunity

Are you passionate about building strong customer relationships, solving complex technical challenges and ensuring customers get the very best from the solutions they use?

At Steatite Communications, we are looking for a Customer Success Manager to play a key role in supporting our customers throughout their journey, from successful solution delivery through to ongoing operational support, capability development and future requirements.

Working with customers operating in complex, mission-critical environments, you'll combine relationship management, technical understanding and commercial awareness to ensure our communications solutions continue to deliver real operational value.

This is an opportunity to work closely with customers and internal specialists across Business Development, Engineering, Projects and Field Services, helping to strengthen long-term partnerships and identify opportunities for future development.

What You Will Be Doing

• Act as the primary post-sales point of contact for key customers, building trusted relationships and maintaining regular engagement.
• Lead customer reviews, understand operational challenges and ensure customer expectations are effectively managed.
• Develop an understanding of customer mission requirements, supporting operational planning and future capability development.
• Work with customers to identify potential enhancements, technology improvements and evolving communications requirements.
• Coordinate technical support and issue resolution with internal teams to ensure a responsive and joined-up service.
• Support customer training, product demonstrations and acceptance activities.
• Represent customer feedback internally, helping to shape solution improvements and future developments.
• Support business development activity through customer insight, requirements capture, solution definition and bid preparation.
• Collaborate with Engineering, Projects, Business Development and Field Services to ensure a smooth transition from sales through to delivery and ongoing support.
• Monitor customer commitments and coordinate activities to maintain service quality, satisfaction and long-term relationships.

What We Are Looking For

We are interested in hearing from candidates who can combine excellent customer engagement skills with an understanding of technical solutions and operational environments.

You will ideally bring:

• Experience managing customer relationships within a technical, engineering, communications or mission-critical environment.
• Strong stakeholder management, communication and presentation skills, with the confidence to engage with a range of technical and operational contacts.
• A good understanding of communications and networking technologies.
• Commercial awareness and the ability to recognise customer needs and potential business opportunities.
• Experience coordinating technical teams, resolving customer challenges and managing competing priorities.
• A proactive, solutions-focused approach with strong organisational and problem-solving skills.
• The ability to work collaboratively across multiple business functions.

It would be great if you also have

• Experience working with Ministry of Defence, defence, security or government customers.
• Knowledge of military communications systems, including MANET technologies such as Wave Relay.
• An understanding of operational planning, mission requirements and capability development.
• Experience supporting bids, proposals or technical requirements capture.
• Awareness of project delivery methodologies such as PRINCE2 or Agile.
• A relevant technical qualification or equivalent industry experience.

You will have the opportunity to work with innovative communications technologies, collaborate with experienced technical specialists and develop lasting relationships with customers whose operational requirements make reliability and performance essential.

Benefits For You

• EV Salary Sacrifice Scheme
• 26 Days Annual Leave Plus Bank Holidays + More For Length of Service
• Pensions Plan
• Company Sick Pay Scheme
• Life Assurance Scheme
• Profit Share Scheme
• All Employee Share Plan

We are an equal opportunity employer fostering an inclusive recruitment experience for all candidates.