Job Opportunity: Experienced Customer Success Manager (Surrey based)

Our client is a leading global audio visual integrator, providing AV and event services across multiple client partnerships worldwide. We have an immediate requirement for an experienced Customer Success Manager to join our Egham team. In this role, you will take full responsibility for supporting and advising our customers on the onboarding process of our services.

This is an exciting opportunity for an exceptional, experienced Customer Success Manager to join an established operation with the scope to drive and enhance the service at every opportunity. Experience and seniority of the position will be reflected in the remuneration and benefits package.

Key Responsibilities:

• Act as a company ambassador, understanding and delivering excellent customer engagement from design, project installation, through to service delivery.
• Utilize extensive knowledge of audio-visual systems and technologies to advise customers on the best-suited equipment.
• Establish strong, long-term relationships with customers by effectively communicating and resolving issues tailored to individual needs.
• Oversee and monitor customer contract renewal dates, attending review meetings between customers and the company.
• Work closely with the Sales and Business Development Teams to support proposals and bids for new and existing customers.
• Collect customer feedback to provide insights and communicate the voice of the customer with internal teams, identifying any customer requests, industry, and market trends.
• Conduct regular customer success reviews to enhance the service provided, ensuring issues are resolved proactively and customer goals are met.
• Gain a thorough understanding of the marketplace and identify key business opportunities where existing contracts not currently serviced by the company are coming up for renewal or re-tender.
• Ensure all leads and opportunities are fully updated regularly to enable management to create relevant reports and sales forecasts.
• Manage the service line and 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).

If you are an experienced Customer Success professional with a passion for delivering exceptional service and building strong customer relationships, we’d love to hear from you! Apply now to join our dynamic team and contribute to our mission of providing outstanding AV solutions.