Customer Success Manager
1 day ago
Norwich
An exciting opportunity has arisen for a Client Success Manager to join a fast-evolving technology business during a period of continued growth and transformation. This is a fantastic opportunity for an ambitious and technically-minded individual ready to step into a broader leadership role. Combining people management, client engagement and operational oversight, this position will play a key role in driving service performance and supporting the continued growth of the business. The successful candidate will act as the bridge between clients, technical teams and internal stakeholders - ensuring a high standard of support delivery while developing and mentoring a small team. Joining a business where visibility and collaboration are key, this role is well suited to someone who enjoys building relationships and leading from the front. Monday to Friday, 9:00am – 5:30pm hours with hybrid working available (approx. 1 day per week in the office). Salary is offered between £38,000 - £40,000 DOE. The Company This specialist technology business delivers software and support solutions to professional services clients across the UK. Operating within a niche and highly client-focused sector, they work closely with organisations to support business-critical systems and platforms. With continued growth underway, the business offers a collaborative and supportive environment where individuals are encouraged to take ownership, contribute ideas and grow alongside the organisation. Benefits • 25 days holiday + bank holidays, • Additional birthday day off, • Medicash plan, • Company sick pay scheme, • Pension scheme, • Free onsite parking, • Flexible approach to working hours where required, • Genuine progression opportunities within a growing business The Day to Day • Managing the day-to-day delivery of technical support services to clients on a bespoke software product solution., • Acting as the key operational contact for client accounts post-implementation., • Assuring client SLAs are achieved through oversight of team workload and allocation, • Leading, coaching, developing and supporting a small support team, driving performance and development., • Prioritising and overseeing incoming support issues and escalations., • Liaising with software providers and technical teams to troubleshoot and resolve issues., • Building relationships with client stakeholders and maintaining high levels of service., • Supporting onboarding and transition activities following project implementations., • Monitoring service performance, reporting and operational processes., • Driving improvements across support delivery, documentation and ways of working., • Collaborating with engineering and leadership teams to support wider business growth and service development. You Will Have / Be • Experience within a service delivery, service desk, technical support or IT operations environment., • Previous experience managing or mentoring team members, or the ambition and capability to step into a leadership role., • Experience within managed services, software support or technology environments would be highly advantageous., • Exposure to platforms such as Microsoft Azure, service management tools or ITIL-aligned environments would also be beneficial., • Strong client-facing communication skills and relationship-building abilities., • Technical understanding of Microsoft environments, cloud platforms and IT infrastructure., • Ability to confidently prioritise workload and manage escalations., • Commercial awareness and a solutions-focused mindset., • Strong organisational skills with attention to detail., • Comfortable working in a fast-paced, evolving environment. How to Apply To hear more details about this opportunity, please email your CV to Rebecca Headden – Business Partner at R13 Recruitment. If you do not hear from us within 5 working days of submitting your CV, please assume you have been unsuccessful on this occasion. For candidates applying from outside the local region, please include a brief covering note outlining your relocation plans, current location, and anticipated timeframe for moving. Applications without this information may not be considered further.