Client Success Manager - Home Based

Up to 45k + Bonus

Date Posted: Wednesday 15 November 2023

About the role;

The Client Success Manager will be expected to drive retention among our client base by understanding their business needs and helping them succeed, being the single point of contact “face of TSG” to the client, being proactive, present, and relevant to our clients.  They will lead by example, setting the bar for living the TSG values and behaviours and driving client experience principles throughout the business.
Who are we?
TSG (Technology Services Group) are a Managed IT Services provider servicing businesses UK Wide. At TSG our people have a passion for delivering exceptional customer service, something which is proven in our consistent world class NPS score of +80. Our values are Team TSG, Service Excellence and Shared Growth, these sit at the core of our business helping us to achieve our mission.
Why should I work for TSG?
It is our people that make TSG what it is and a great place to work. We put a lot of work in to creating a trusted, open, fair culture and as a result, we have been named as one of the ‘UKs Top 50 Best Large Companies’ and one of the ‘Top 15 Technology Companies’ to work for. In addition, we have been awarded a 2-star accreditation for ‘Outstanding’ employee engagement. 
Here’s why;  
  • Our open and honest culture where feedback is taken on-board and acted upon
  • The monthly wellbeing check-ins we complete with all staff and the support provided off the back of those where needed
  • Our social events. In addition to regular virtual quizzes and other ad hoc team building events, we launched the very first ‘TSG Festival’ in 2021, Team TSG’s feedback was so positive that we have decided to make it a yearly event  
  • Two paid CSR days per annum that you can use towards giving something back
  • Our charity fundraising - TSG have raised over £20,000 in the last 2 years for our current chosen charity Mental Health UK. We have also recently launched our very own ‘TSG Foundation’
  • Our responsibility as a business to the environment as we are working towards becoming a net carbon zero business
  • Flexible working policy
  • Relaxed dress policy
  • Excellent progression opportunities, training and support, including recognised qualifications
Job responsibilities will include, but are not limited to;
  • Proactively manage and develop client portfolios taking ownership for them throughout their lifetime with TSG
  • Maximise client touch points
  • Follow up on current month / quarter / annual renewals guiding them to achieve the necessary goals
  • Take ownership of clients’ needs and marshal resources across TSG
  • Maintain portfolio through upselling and upgrades maintaining the lifetime value (LTV) value of our clients
  • Maintain a detailed understanding of products and services, assist clients with questions and suggest the best products for their needs
  • Implement a review cycle to ensure that accounts running with projected deficits are identified and addressed
  • Manage and develop new client onboarding, focusing clients on those features that help them achieve early value.  Ensure clients are taken through the shortest path to value so that they can get ROI (Return on Investment) as soon as possible
  • Sustain business profitability by maximizing value to clients and TSG
  • Analyse client data (VoC/NPS/CSat etc) to support improvement in client experience
  • Evaluate and improve tutorials and other communication infrastructure
  • Mediate between clients and TSG
  • Accurately record client information in CRM (Notes, Meetings, Risks, Issues, Tasks, Escalations, Recurring Orders etc.).
  • Accurate recording of time in CRM / Autotask
  • Enable successful roll-out of TSG to client employees, including sharing and developing relevant creative assets, brainstorming ideas, and attending launches virtually or in person
  • Identify opportunities for clients to act as TSG advocates (e.g. testimonials, case studies)
  • Represent the voice of the client to inform our sales process and product roadmap
Knowledge, Skills & Experience;                       
  • 2.1 Degree or higher (or equivalent) in computer sciences, business, humanities, or equivalent experience
  • Recognised Microsoft Certifications (eg User/Sales/Consultant/Developer)
  • Evidence of continual professional development qualifications (eg ITIL/PRINCE2/APMP/Lean Six Sigma)
  • A strong background in the technology industry (hardware/software) with a passion for the growing Microsoft cloud product suite
  • Strong commercial acumen with a demonstratable ROI record
  • Proven track record in a client success, relationship management, account management, or similar role including over achievement against target
  • Applied enterprise level best practice in a lean SME environment
  • Company bonus scheme
  • 25 days annual leave + public holidays
  • Life assurance 4 x Salary
  • Contributory pension scheme at 4% matched
  • Electric vehicle salary sacrifice scheme
  • Perkbox discounts
  • Paid CSR Days
  • Company sick pay
  • Income protection cover
  • Enhanced Maternity and Paternity pay
  • Home-based and hybrid opportunities
  • Long service benefits including increased annual leave accrued with service
  • Cycle to work scheme
  • Employee recognition scheme
If this sounds like the role for you, please apply today to be considered.