Technical Customer Success Manager - Managed Services

Phoenix Software; Pocklington; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading IT solution provider is seeking a Technical Customer Success Manager to ensure customer satisfaction and effective service delivery. The ideal candidate should have over 4 years of experience in a technical role. Responsibilities include managing customer relationships, overseeing incidents, and bridging communication between technical teams and clients. A strong customer-focused mindset and understanding of ITIL best practices are essential. The role is based in Pocklington with hybrid working options.

Qualifications

• 4+ years in a technical role within an MSP or IT support.
• Previous roles such as 2nd line engineer, infrastructure engineer, or service desk team lead are preferred.

Responsibilities

• Manage a portfolio of 70-90 customers as the first contact for escalations.
• Build and maintain strong customer relationships to drive satisfaction.
• Bridge the gap between technical teams and customers.
• Oversee ticket management and incident resolution.
• Deliver service reviews and follow up on customer feedback.

Skills

Working knowledge of ITIL

Experience building technical and business stakeholder level relationships

Ability to articulate technical services

Customer focused mindset

Knowledge of business operations and processes

Job description

Overview of the role

Phoenix enables digital transformation in the workplace, empowering UK organisations to innovate and transform with cloud and hybrid infrastructures, data, AI, security, and collaboration tools.

We are now very excited to be hiring a Technical Customer Success Manager for our Managed Services department. The purpose of this role is to ensure that Phoenix managed service customers are satisfied with the services they have bought from Phoenix and that the technical delivery teams are performing to the agreed, contractual, and expected Service Levels.

What will you be doing?

• Manage a portfolio of 70-90 customers, acting as the first point of contact for escalations, incidents, and service reviews.
• Build and maintain strong customer relationships, driving satisfaction, retention, renewals, and contract performance.
• Bridge the gap between technical delivery teams and customers, simplifying technical concepts for non-technical stakeholders.
• Oversee ticket management, incident resolution, and problem escalations.
• Deliver and document service reviews, managed service kick-off calls, and follow up on customer feedback/CSAT surveys.
• Coordinate activities to ensure issues are resolved effectively and customer expectations are met.

Why should you apply?

At Phoenix, our philosophy is simple - we aim to be the UK's leading IT solution and managed service provider and that means we recognise that it's our people who are the heart of everything we do.

We do this by providing the encouragement, support and skill development that you need to be the very best you can be at work. We are proud of our culture, so much so that we have developed our Culture Blueprint which you can read here.

What are we looking for?

The right person for this role will already be in a technical role within an MSP, you will have previously worked in an IT support role such as a 2nd line engineer, infrastructure engineer or as a service desk team lead.

This role is not suitable for somebody newly qualified or seeking their first role in managed services, we are expecting somebody to have 4+ years of experience.

Key Skills

• Working knowledge of ITIL
• Experience building technical and business stakeholder level relationships
• An understanding of the options a customer has for the delivery of services to their organisation and users.
• The ability to concisely articulate technical services, both verbally and in writing.
• A customer focussed mindset.
• Knowledge of business operations and processes.

Practical stuff

Where is the role based? Primary location is our HQ in Pocklington (YO42)

What about hybrid working?

One/Two days in the office is the minimum expectation for this role.

How many interviews?

Following a screen with the Recruitment Team you can expect a two-stage interview process, one online and one in-person.

What are the benefits?

You can read about the benefits on offer here

Important BPSS Check

As part of our recruitment process due to the nature of the work we do, all employees are required to undertake a Baseline Personal Security Standard (BPSS) check. While some employees require further security clearance, the BPSS check is a must-have requirement and all offers of employment are conditional pending the passing of this check.

Have you made it this far?

If you're still reading, we think there's a strong chance you might be our kind of person. We want to encourage you to introduce yourself. We believe a diversity of perspectives and experiences makes a team stronger - and the stronger our team, the more successful we will be.