Job Description

This is an exciting opportunity for an exceptional, experienced Customer Success Manager to join an established operation with scope to drive and enhance the service at every opportunity.
Our immediate requirement is for an experienced Customer Success Manager to be a key part of our UK team, taking full responsibility for supporting and advising our customers on the onboarding process of our services. Working within a leading global audio visual integrator, providing AV and event services across multiple client partnerships globally.

Key Responsibilities;
-Act as a company ambassador, understanding and delivering excellent customer engagement from design, project installation through to service delivery.
-Extensive knowledge of Audio-Visual systems and technologies to advise customers on the best suited equipment.
-Establish strong, long-term customer relationships by effectively communicating and resolving issues tailored to individual needs.
-Oversee and monitor customer contract renewal dates, attending Review Meetings between Customers and our client.
-Work closely with the Sales and Business Development Teams to support proposals and bids for new and existing customers.
-Collect customer feedback to provide insight and communicate the voice of the customer with internal teams as required, identifying any customer requests, industry and market trends.
-Conduct regular customer success reviews to enhance the service provided by our client, ensuring issues are resolved proactively and customer goals are met.
-Gain a thorough understanding of the market place and identify key business opportunities where existing contracts not currently serviced by our client are coming up for renewal / re-tender
-To ensure all leads & opportunities are fully updated on a regular basis to enable management to create relevant reports and sales forecasts
-Service line management of the appropriate staff as this area grows.

Desirable skills;
-Experience delivering Managed Services to large corporate customers.
-Experience creating and giving customer presentations.
-Understanding of commercial contracts, with strong reporting skills.
-Extremely organized, with effective time management skills.
-Outstanding ability to communicate with a wide range of audiences, through all mediums (verbal, listening and written).