Customer Success Specialist

Radius Consultancy; City Of London; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading consultancy firm is seeking a Customer Success Specialist to join their team. The role involves managing customer accounts, ensuring service delivery, and providing administrative support to enhance customer satisfaction. The ideal candidate should have experience in the IT or Datacentre sector, with a focus on resolving client issues and improving service processes. This position offers opportunities for professional growth and engagement with clients in the finance sector.

Qualifications

• Experience with IT or Datacentre sector.

Responsibilities

• Provide general administrative support to the Customer Success Team.
• Deputise for Customer Success Managers during service reviews.
• Take ownership of service improvements from client complaints.
• Manage a small portfolio of customer accounts.
• Provide cover for Customer Success Managers on key accounts.
• Collate operational data and produce monthly reports.
• Maintain accurate records of customer interactions.
• Respond to customer inquiries professionally.
• Audit customer service to ensure standards are met.
• Coordinate with departments to resolve client issues.
• Participate in team meetings to improve customer satisfaction.
• Monitor customer issues to lessen recurring problems.
• Attend customer and industry networking events.

Job description

Overview

Radius is seeking a Customer Success Specialist. Must have experience with either IT or Datacentre sector.

Responsibilities

• Provide general administrative support to the Customer Success Team to help manage customer accounts, address enquiries, and ensure a seamless service delivery.
• Deputise for Customer Success Managers when required, participating in customer service reviews and providing a level of competence on the services outlined in customer service reports.
• Take ownership of improvements that arise from service failings or client complaints and coordinate with other teams to source resolutions.
• Manage a small portfolio of small customer accounts, primarily in the finance vertical.
• Provide cover for Customer Success Managers on key accounts during absence.
• Collate operational data and produce monthly customer service reports.
• Provide exceptional administrative support to the Customer Success Team.
• Maintain accurate records of customer interactions.
• Respond to customer inquiries promptly and professionally by phone, email or other communications channels.
• Regularly audit work and customer service being provided to ensure all standards are met and that remedial work is completed effectively, correctly, and thoroughly.
• Coordinate with various departments to resolve client issues quickly and professionally.
• Participate in team meetings to contribute ideas to improve overall customer satisfaction.
• Monitor customer issues and client complaints to define patterns and work to lessen recurring issues.
• Attend customer and industry-focused networking events both on-site and off-site.
• Participate in, and positively contribute to, internal projects which require Customer Success Team input, as required.

Qualifications

• Experience with IT or Datacentre sector.