Client Success Manager Job at ITC Service Ltd (Hebburn)

Client Success Manager

ITC Service Ltd

Location:
United Kingdom , Hebburn

Category:
IT - Administration

Contract Type:
Not provided

Salary:

35000.00 - 40000.00 GBP / Year

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Job Description:

The Client Success Manager (CSM) is responsible for ensuring the consistent delivery of high-quality services to customers and to ensure that those services are aligned to the client’s evolving IT business requirements. They are responsible for providing a robust and clearly identifiable communication interface between the client and ITCS, ensuring that services are monitored and managed effectively, in order to deliver true service value. The Client Success Manager will work to continuously improve the delivery of those services, identify opportunities for growth and maintain ITCS’ relationship with the customer.

Job Responsibility:

Building mutually beneficial and long-lasting customer relationships
Providing a tailored, customer-centric experience, which focuses on exceeding expectations by consistently delivering the highest levels of client satisfaction
Conducting regular service review meetings with clients
Acting as a point of escalation for repeat and chronic service issues
Creating and maintaining service improvement plans, working with internal teams to ensure that actions are followed through to completion
Driving internal reviews and service improvements to existing processes
Ensuring that customer expectations are aligned with the services and products to be delivered
Providing regular and accurate management reporting
Identifying opportunities for optimisation and account growth
Working with clients and technical teams to produce effective and realistic IT roadmaps
Identifying contract renewal opportunities and working alongside the sales team to ensure the highest level of customer retention
Providing pre-sales support, assisting with tender responses and client presentations

Requirements:

Previous experience working within the IT sector and MSP operations
Demonstrable experience of working within a relationship management role
Knowledge of IT support best practice and principals
Exceptional client-facing communication skills
written and verbal
Positive 'can do' attitude
Customer service-oriented with a focus on delighting the customer
Resilient and adaptable under pressure with the ability to prioritise
Passionate about contributing to team success
Excellent interpersonal skills for building a strong rapport with clients and colleagues alike
An enthusiastic, committed and flexible approach to work
Be solutions driven, demonstrating a confident and friendly approach when dealing with customers
Understanding of customer needs and the ability to translate these into service deliverables
Excellent analytical, process and documentation skills
Highly motivated with the ability to work on your own initiative
Ability to work well with other teams in order to drive through service improvements
Proficient in the use of Microsoft Office applications
Full UK Driving Licence

Nice to have:

Knowledge and basic understanding of the components of IT Infrastructures including Connectivity, Telephony, Managed Networks, Cloud, Hosting and Application services
Experience of providing Service Management within the IT sector
Previous experience of working with HubSpot
Previous experience of working ConnectWise
ITIL Qualified

Additional Information:

Job Posted:
March 22, 2026

Employment Type:

Fulltime

Work Type:

On-site work

ITC Service Ltd - All Job Offers

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