Service Account Manager

CSL Group; Watford; On-site; GBP 38,000 - 56,000; Full time

Job summary

CSL Group is seeking an experienced customer relationship / account manager to lead service delivery across our largest customer accounts. You will be the primary contact for key stakeholders, ensuring outstanding customer satisfaction through proactive support and timely issue resolution.

The role blends commercial acumen with operational discipline: tracking KPIs against contractual obligations, identifying opportunities, and presenting proposals aligned to customer needs.

Qualifications

• University degree (or equivalent) would be advantageous.
• Proven experience in customer relationship management.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and attention to detail.
• Ability to work independently and as part of a team.
• Proficiency in Microsoft Office Suite and CRM software.
• Knowledge of service management best practices and methodologies.
• ITIL certification is a plus.

Responsibilities

• Develop and maintain strong relationships with key customer stakeholders.
• Act as the primary point of contact for the customer and address needs promptly.
• Organise and lead regular service review meetings with the customer and discuss performance.
• Prepare and present reports on service delivery and KPIs.
• Collaborate with internal teams to improve service delivery and address concerns.
• Identify new commercial opportunities within the customer account.
• Develop and present proposals for additional services to meet customer needs.
• Coordinate with sales and marketing teams to pursue new business opportunities.

Skills

Customer relationship management

Communication

Problem solving

Teamwork

Education

University degree

ITIL certification

Tools

Microsoft Office Suite

CRM software

Job description

• We are a leading international critical IoT connectivity expert provider specialising in sectors including Building & Security, Healthcare & Telecare, Infrastructure, Retail & Hospitality, and Transport & Logistics.
• We are a rapidly growing, private equity-backed company with an international presence, operating across the UK, Ireland, the Nordics, Benelux, Spain, and North America.
• We have completed 7 acquisitions, with each acquired business adding further expertise and scale to our market-leading propositions.
• We have over 30 years of experience and now operate over 3 million active IoT connections around the world.
• We now have over 270 employees within the Group – and this is growing all the time.
• We are ranked 10th in the 2025 UK’s Best Workplaces™ by Great Place To Work®
• Our high performing team is renowned for delivering leading solutions and services, backed up by world‑class customer support across markets that demand nothing less than absolute certainty.
• Our products and solutions have won over 20 awards across a range of industries.

Who Are CSL Looking For?

CSL are looking for an experienced customer relationship / account manager to lead service delivery across their largest customer accounts. The successful candidate will act as the primary point of contact for key stakeholders, ensuring outstanding customer satisfaction through proactive support, timely issue resolution, and well‑structured review meetings that translate performance insights into continuous improvement. The role blends commercial acumen with operational discipline: tracking KPIs against contractual obligations, identifying and shaping new opportunities, and presenting clear proposals aligned to customer needs. To thrive, you’ll bring excellent communication and interpersonal skills, strong problem‑solving abilities and attention to detail, and a proven track record in customer relationship management. You’ll be comfortable working independently while collaborating closely with cross‑functional teams, proficient with the Microsoft Office Suite and CRM tools, and confident preparing reports and executive‑ready updates. Knowledge of service management best practices—ideally supported by ITIL certification—will help you safeguard service quality and unlock growth for CSL and its customers.

Duties & Responsibilities:

This role will encompass a range of responsibilities including but not limited to:

Customer Relationship Management:

• Develop and maintain strong relationships with key customer stakeholders.
• Act as the primary point of contact for the customer, addressing their needs and concerns promptly.
• Ensure customer satisfaction by providing exceptional service and support.

Review Meetings:

• Organise and lead regular service review meetings with the customer to discuss performance, issues, and opportunities.
• Prepare and present reports on service delivery, performance metrics, and customer feedback.
• Collaborate with internal teams to address customer concerns and improve service delivery.
• Identify and resolve customer issues in a timely and effective manner.
• Escalate complex issues to appropriate internal teams and ensure resolution.
• Monitor and track issue resolution progress, providing updates to the customer as needed.
• Identify new commercial opportunities within the customer account.
• Develop and present proposals for additional services or solutions that meet the customer's needs.
• Collaborate with sales and marketing teams to pursue new business opportunities.

Operational Requirements:

• Ensure all operational requirements for the customer account are met.
• Monitor service delivery and performance metrics to ensure compliance with contractual obligations.
• Implement process improvements to enhance service delivery and customer satisfaction.
• Ensure we are meeting our contractual obligations

Key Skills & Qualifications Sought:

• A university degree (or equivalent) would be advantageous ideally in business administration, management, or a related field.
• Proven experience in customer relationship management, preferably in a service management role.
• Excellent communication and interpersonal skills.
• Strong problem‑solving abilities and attention to detail.
• Ability to work independently and as part of a team.
• Proficiency in Microsoft Office Suite and CRM software.
• Knowledge of service management best practices and methodologies.
• Certification in ITIL or other relevant frameworks.
• The role will require occasional international travel alongside visits to client sites across the UK. Candidates must hold a full UK driving licence and be comfortable travelling as part of their role.

The above should not be viewed as an exhaustive list of skills and/or qualifications but rather CSLs view on the ideal candidate. If you feel you can meet three quarters of the requirements and learn the rest with support from CSL.

CSL operates as an equal opportunities employer and we welcome all applications regardless of gender, race, disability, sexual orientation, religion or belief, age, gender reassignment, marital or civil partnership status, pregnancy, or maternity.