Customer Success Manager

VusionGroup SA; London; Hybrid; GBP 125,000 - 150,000; Full time

Job summary

A leading tech services provider in London is seeking an experienced individual to manage services related to IoT and SaaS solutions. You will build client relationships, monitor service commitments, and coordinate teams to ensure quality in service delivery. The ideal candidate has up to 5 years of experience, is a native English speaker, and possesses strong customer-centric skills. This role offers a flexible hybrid work schedule and opportunities for career growth.

Benefits

Flexible, hybrid work schedule

E-learning opportunities

Career growth programs

Qualifications

• Proven experience up to 5 years in the same role.
• Ability to understand customer's needs and build trust-based relationships.
• Native English speaker.

Responsibilities

• Develop/maintain relationships as key service partner.
• Monitor service commitments to meet contractual obligations.
• Coordinate teams for quality service delivery.
• Manage service contract budgets.
• Define and implement SLA/SLR content.
• Lead client steering committee meetings.
• Manage events impacting services throughout lifecycle.
• Develop continuous improvement plans.
• Propose proactive service evolutions.
• Participate in contract setup and renewal.

Skills

Customer-centric mindset

High-level customer engagement

Attention to detail

Proactive approach

Problem resolution

Adaptability

Energy and enthusiasm

Job description

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Within the CSM department, you will be responsible for managing the services around our IoT & SaaS solutions in collaboration with internal teams and retail sector clients for UK. Your missions will include:

• Develop/maintain relationships to position Vusion Group as key service partner.
• Monitoring service commitments: Ensuring that the services provided meet the contractual commitments in terms of support, maintenance, and asset management, in collaboration with stakeholders (support, sales, client project managers, experts, etc.).
• Coordinating teams: Working with support teams, client project managers, and other stakeholders to ensure quality service and meet service contract commitments.
• Managing service contract budgets: Tracking and managing the budgets of service contracts.
• Defining SLA/SLR content and implementation: Defining and adjusting service level agreements in consultation with contract stakeholders.
• Leading client steering committees: Organizing and leading meetings with clients to discuss performance and possible improvements.
• Managing events impacting services: Ensuring that all events that could affect the service contract are taken into account throughout its lifecycle.
• Developing improvement plans: Creating continuous improvement plans and associated actions.
• Proactively proposing service evolutions: Suggesting proactive service improvements, costing them, and presenting them to the client in collaboration with the Key Account Manager (KAM).
• Participating in contract setup and renewal: Actively participating in the setup and renewal of contracts in collaboration with sales and pre-sales teams to provide indicators and information to define the best strategy.

Job Description

We build. We create impact.

Within the CSM department, you will be responsible for managing the services around our IoT & SaaS solutions in collaboration with internal teams and retail sector clients for UK. Your missions will include:

• Develop/maintain relationships to position Vusion Group as key service partner.
• Monitoring service commitments: Ensuring that the services provided meet the contractual commitments in terms of support, maintenance, and asset management, in collaboration with stakeholders (support, sales, client project managers, experts, etc.).
• Coordinating teams: Working with support teams, client project managers, and other stakeholders to ensure quality service and meet service contract commitments.
• Managing service contract budgets: Tracking and managing the budgets of service contracts.
• Defining SLA/SLR content and implementation: Defining and adjusting service level agreements in consultation with contract stakeholders.
• Leading client steering committees: Organizing and leading meetings with clients to discuss performance and possible improvements.
• Managing events impacting services: Ensuring that all events that could affect the service contract are taken into account throughout its lifecycle.
• Developing improvement plans: Creating continuous improvement plans and associated actions.
• Proactively proposing service evolutions: Suggesting proactive service improvements, costing them, and presenting them to the client in collaboration with the Key Account Manager (KAM).
• Participating in contract setup and renewal: Actively participating in the setup and renewal of contracts in collaboration with sales and pre-sales teams to provide indicators and information to define the best strategy.

Qualifications

Qualifications we’re looking for.

• Proven experience up to 5 yearsin the same role
• Ability to understand customer's needs and build trust-based relationships
• Native english (the manager and the hiring team speak english/french)

Ideally, the candidate would also demonstrate:

• A strong customer-centric mindset
• Experience with high-level customer engagement
• Experience working in large retail organizations
• Excellent attention to detail
• A proactive approach and initiative in improving service
• The ability to think quickly and resolve challenges
• Openness to change and adaptability
• A high level of energy and enthusiasm

Additional Information

We innovate. We help communities thrive.

VusionGroup has an international presence in 19 countries. In joining us, you’ll be part of a globally distributed team of intellectually curious, committed, and collaborative co-workers.

The work is fast paced, challenging, and ambitious. Here, you will feel valued for your contributions as we reinvent modern commerce—together.

We feel supported. You will too.

VusionGroup is a place where people feel safe, happy, and respected. We offer programs and benefits to support you in whatever comes next in your life, including:

• Schedule: A flexible, hybrid work schedule

• Career Growth: E-learning opportunities and workshops, and global mobility potential

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