Customer Contact Team Manager Job at Abri (Bracknell)

Customer Success Account Management Team Manager

ANS Group are a 750+ team of technology specialists and business experts. We del...

Location

United Kingdom , Manchester

Salary:

Not provided

ANS Group

Expiration Date

Until further notice

Requirements

Proven track record managing a client-facing team within a digital services organisation
Demonstrable experience in a similar management role within a Customer Success Account Management or Sales Account Management role
Experience leading and developing high-performing customer success or account management teams within a digital services environment
Strong commercial acumen and a deep understanding of strategic account management
Exceptional stakeholder management, communication, and coaching skills
Ability to use data-driven insights to inform strategy and performance
Skilled at collaboration across departments, managing change, and championing customer experience improvements
Experience in running the end-to-end sales process across Enterprise size customers, supporting the team to identify, close and deliver solutions across Cloud, Data and Security
Natural ability to influence senior leaders and board members
Exceptional communicator, skilled in engaging presentations, negotiations, escalation resolution, and Exec forums

Job Responsibility

Lead and execute the customer success account management growth targets across Tier 3,4 & 5 customers
Lead and drive the end-to-end customer experience for post-sale account management with a keen eye on NRR
Act as the voice of the customer at a senior manager level
Ensure all post-deal customer activities from handover of upsell opportunities won to renewals are executed to meet or excel customer expectations
Influence the business forecast for renewals and upsell
Drive customer culture across the department as the customer champion improving revenue growth, driving retention, and growing long-term partnerships
Reduce customer churn
Coach the team to drive value-driven and strategic conversations with customers
Provide an escalation route
Ensure solutions and products proposed to customers are fit for purpose

What we offer

25 days’ holiday
Buy up to 5 more days holiday
Birthday off
Extra celebration day
5 days’ additional holiday in the year you get married
5 volunteer days
Private health insurance
Pension contribution match
4 x life assurance
Flexible working

Fulltime

Customer Service Team Leader

Are you a natural leader with a passion for delivering brilliant customer servic...

Location

United Kingdom , Luton

Salary:

27400.00 GBP / Year

Arriva London South Limited

Expiration Date

Until further notice

Requirements

Experience leading or coaching a team in a customer service, contact centre, or similar fast-paced environment
A passion for delivering brilliant customer experiences
Strong communication and interpersonal skills
Calm, confident problem-solving abilities—even under pressure
A flexible, organised approach and the ability to manage multiple priorities

Job Responsibility

Lead & Inspire: Motivate and manage a team of customer service advisors to deliver outstanding service
Coach & Develop: Support your team with regular feedback, training, and development to help them shine
Drive Performance: Monitor KPIs, quality, and productivity to keep standards high
Champion Customer Experience: Ensure queries and complaints are resolved quickly, effectively, and with genuine care
Problem-Solve: Create a proactive, solution-focused environment where challenges are resolved confidently
Live Our Values: Role-model the Arriva approach—always putting customers first
Collaborate: Work closely with colleagues across the business to support continuous improvement and innovation

What we offer

Free bus pass
great career development and progression
opportunity for overtime

Fulltime

Team Manager - Sales

This is an exciting opportunity for an ambitious and experienced individual to j...

Location

United Kingdom , Peterlee

Salary:

Not provided

Auxillis

Expiration Date

Until further notice

Requirements

At least 2 years’ experience of working at a similar level of management within a contact centre environment
Display professionalism and have a pragmatic approach, with people at the heart of everything that you do
Strong people manager and able to create a professional culture where people feel involved and engaged
Excellent time management skills and can work in a fast-paced environment
Possess excellent organisational, communication and problem-solving skills
Ideally, have experience in a motor insurance, accident management or claim handling environment

Job Responsibility

Leading a motivated and engaged team of sales advisors through weekly 121s, training, on the job coaching, continual performance feedback and quality monitoring
Act as a second point of escalation for our diverse customer base, keeping customer satisfaction and communication at the heart of your decisions and behaviours in line with our values

What we offer

Annual Leave - Start with 24 days, increasing to 26 days with service, plus the flexibility to buy or sell up to 5 extra days each year
Public holidays
An extra day off to celebrate your birthday
Pension - Employer contributions of 3%
Free life assurance
Save-as-you-earn scheme
Colleague referral scheme (earning £1,000 per referral)
Benefits App with discounts and cashback at top retailers
Colleague assistance programme with 24/7 GP service, mental health support and physiotherapy
Cycle to work scheme

Fulltime

Manager, Customer Support

As the Manager, Customer Support, you'll lead the leads—managing 3-5 offshore te...

Location

United States

Salary:

118200.00 - 139440.00 USD / Year

Babylist

Expiration Date

Until further notice

Requirements

5+ years of people management experience with at least 3+ years managing manager-level direct reports (team leads, supervisors, or shift managers) in customer support, service operations, or similar user-facing teams, ideally in a tech-forward or high-growth environment
Experience managing offshore teams in the Philippines or similar Asia-Pacific markets required, including managing teams working US business hours across significant time zones with cultural awareness and strong remote leadership practices
Available for flexible hours including early morning shift coverage, sometimes starting as early as 6am for team meetings, handoffs, and operational support
Proven operator who has owned team performance, designed workflows, and improved processes using data and user feedback
Experienced working with Zendesk for daily operations and using data visualization tools (Sigma, Tableau, or Looker) to monitor performance, analyze trends, and inform decision-making
Strong pattern recognition skills—able to identify recurring operational issues from support data, connect them to broader trends, and translate insights into actionable recommendations for product, marketing, and cross-functional teams
Skilled at guiding teams through significant change—new tools, new processes, new expectations—with clarity, empathy, and structured change management
Experienced at building mechanisms to track KPIs (CSAT, SLAs, productivity, cost per contact), measure user satisfaction, and drive continuous improvement
Clear communicator who provides context, sets expectations, and delivers direct, actionable feedback to managers and team members
Hands-on leader who can flex across levels: coaching individual contributors, developing leads, running daily operations, and contributing to cross-functional strategy

Job Responsibility

Lead and develop a team of 3-5 offshore customer support leads (manager-level reports) who oversee chat and email support operations across distributed teams
Provide early morning shift coverage and leadership presence, ensuring smooth handoffs and operational continuity across time zones
Establish clear expectations, KPIs (e.g., CSAT, first reply and resolution SLAs, productivity), and operating rhythms that improve team performance and user satisfaction
Build and maintain mechanisms that track key metrics, surface issues early, and support continuous improvement across processes and workflows
Identify patterns from day-to-day operations and user feedback, translating them into insights and recommendations for product, marketing, supply chain, and operations teams
Guide the thoughtful adoption of AI and automation, including creation and maintenance of knowledge systems and SOPs for both human agents and AI copilots
Partner with Product, Engineering, and Operations to escalate issues, share insights, and ensure support feedback shapes product and experience improvements
Own capacity planning, scheduling, and resource allocation to ensure coverage and performance during periods of rapid growth
Coach and develop support specialists and leads, creating accountability systems and growth paths that raise overall team capability
Champion the voice of the customer by surfacing trends, insights, and actionable feedback that inform product and business decisions

What we offer

Competitive salary with equity and bonus opportunities
Company-paid medical, dental, and vision insurance
Retirement savings plan with company matching and flexible spending accounts
Generous paid parental leave and PTO
Remote work stipend to set up your office
Perks for physical, mental, and emotional health, parenting, childcare, and financial planning

Fulltime

Senior Customer Success Manager

We're looking for a Senior Customer Success Manager, with at least 4 years of ex...

Location

United States

Salary:

Not provided

ClientSuccess

Expiration Date

Until further notice

Requirements

At least 4 years of experience as a Customer Success Manager in a high-engagement environment
Proven experience managing a portfolio of 50-70 customers, with a strong track record of success
MUST have experience using a Customer Success Management Platform
Comprehensive experience with Customer Success best practices
Exceptional communication skills, with the ability to clearly articulate complex ideas and concepts
Strong follow-up skills, ensuring that customer needs and expectations are consistently met
Demonstrated project management experience, with the ability to lead and manage multiple projects simultaneously
Ability to work in a fast-paced, dynamic environment
Strong problem-solving skills, with a proactive and solutions-oriented mindset

Job Responsibility

Customer Management: Serve as the point of contact for a portfolio of 50-70 customers, ensuring their needs are met and value is continuously delivered
Customer Engagement: Develop and maintain strong, trusted relationships with customers, ensuring high engagement and satisfaction
Retention & Growth: Proactively identify opportunities for upselling and cross-selling, working closely with sales and product teams to drive customer growth
Project Management: Lead and manage ongoing projects, ensuring timelines and goals are met. Partner with the Director, Success Services to manage Onboarding and Renewals
Communication & Follow-Up: Maintain regular, proactive communication with customers, providing updates, gathering feedback, and addressing any concerns
Risk Management: Identify at-risk accounts and develop strategies to mitigate churn, ensuring customer retention
Customer Advocacy: Act as a customer advocate within ClientSuccess, providing insights to product and leadership teams to enhance our offerings
Reporting: Track and report on key customer success metrics, including customer health, satisfaction, and retention

What we offer

Competitive salary and benefits package
Opportunities for professional growth and development
A collaborative and supportive work environment
The chance to make a significant impact on our customers and our company

Fulltime

Senior Customer Success Manager

At Apollo GraphQL, we’re on a mission to empower developers by simplifying how s...

Location

United Kingdom

Salary:

Not provided

Apollo GraphQL

Expiration Date

Until further notice

Requirements

7+ years of experience in a technical, customer-facing role, such as Technical Project Manager, Customer Success Manager, Customer Success Engineer, Technical Account Manager, Professional Services Consultant, Service Delivery Manager, or Engagement Manager
Proven experience leading customer-facing project management and service delivery engagements
Strong ability to coordinate cross-functional teams, set milestones, and ensure execution
Skilled in partnering with Sales to drive customer adoption, expansion, and success by aligning service delivery with business goals and identifying growth opportunities
Experienced in working with software engineering teams as primary stakeholders, with a strong ability to engage senior engineering leaders and platform teams at large enterprises
Strong understanding of cloud-native software development, APIs, and web technologies
Experience managing high-value accounts and delivering a white-glove experience
Ability to drive measurable results and help customers achieve business outcomes
Exceptional interpersonal and communication skills, with the ability to build trust and influence decision-makers
Openness to occasional travel based on customer needs

Job Responsibility

Serve as the primary point of contact for Enterprise customers, orchestrating their entire journey once they become Apollo customers
Own product adoption for your accounts, working in close partnership with sales to co-pilot their success
Guide customers through a tailored, high-touch journey, helping them achieve meaningful milestones like moving a new team into production or solving governance challenges
Oversee service delivery engagements with professional services and solution architects, leading structured project execution, milestone tracking, risk management, and on-time delivery of customer initiatives
Regularly engage with customers to address their questions, align on goals, and connect them with the right resources for success
Translate technical solutions into tangible business value, showing customers how Apollo can generate revenue and reduce risks
Develop and maintain customer success plans, capturing goals, roadmaps, and strategies for long-term success
Facilitate cross-functional collaboration, ensuring technical and business leaders are engaged to drive execution and value realization
Advocate for customer needs within Apollo, ensuring they are prioritized across teams, while leading both short- and long-term customer engagements

What we offer

equity
benefits

Customer Support Team Leader - Midnights

We're looking for a leader who can thrive during these non-traditional hours, bu...

Location

United Kingdom , Cardiff

Salary:

Not provided

Capital on Tap

Expiration Date

Until further notice

Requirements

Contact centre experience is essential
Bonus if experience is in Financial Services
Genuine passion for team development and a track record of coaching success
Strong attention to detail with the ability to identify and address inefficiencies
Experience in analysing and interpreting basic data sets
A growth mindset—comfortable making mistakes, learning, and improving
Confidence in giving and receiving constructive feedback, including managing up
A drive for success, backed by a track record of achieving results in previous roles
Someone who has worked similar shifts or unsociable hours is a plus

Job Responsibility

Lead a team of approximately 10 agents to deliver exceptional outcomes for customers and the business
Develop team skills through 1:1s, coaching, huddles, and meetings
Support the Customer Support Manager in driving positive departmental changes
Build strong relationships with key internal stakeholders
Act as an escalation point for team support when needed, especially during unsociable hours
Remove obstacles preventing agents from delivering outstanding service

What we offer

Private Healthcare, including dental and optician services through Vitality
Worldwide travel insurance through Vitality
Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical)
Salary Sacrifice Pension Scheme up to 7% match
28 days holiday (plus bank holidays)
Annual Learning and Wellbeing Budget
Enhanced Parental Leave
Cycle to Work Scheme
Season Ticket Loan
6 free therapy sessions per year

Fulltime

Customer Success Manager

The Customer Success Manager is a key role within the Customer Experience organi...

Location

United Kingdom , London

Salary:

Not provided

Akeneo

Expiration Date

Until further notice

Requirements

Speak Spanish and English fluently
Solid background in customer success, account management, or project management within the SaaS or tech industry
Expert in developing and executing customer success plans, including onboarding, risk management, health monitoring, adoption and digital transformation
Experience creating lasting, trusted relationships with customer contacts in different roles up to the C-level
Strong track record in managing high-value customer accounts, driving retention, and achieving growth targets

Job Responsibility

Build strong relationships with key contacts at customer accounts, including C-level executives across both the business and IT
Drive adoption of our software and identify opportunities for expansion
Create prescriptive and customised success plans to help customers define, measure, and achieve success using Akeneo’s solutions
Engage with customers in insightful ways, including delivering personalised, action-focused business reviews
Understand the signs of risk and proactively identify it
Capable of devising strategies to mitigate risk and executing defined action plans
Achieve retention and growth targets by closing client renewals and discovering and managing upsell and cross-sell opportunities with the sales team
Contribute to Akeneo’s customer success framework for customer lifecycle management, developing strong client relationships, monitoring customer health, and creating tangible benefits and value for customers
Collaborate with the Akeneo Professional Services team and Solution Integrators to ensure a successful deployment of Akeneo

What we offer

Flexible working hours
Hybrid setup allowing 3-4 days working from home
25 days of annual leave
Option to Work from Anywhere for up to 30 days per year
£450 budget to enhance your home office
£80 monthly sustainable transportation allowance for eco-friendly commuting
26 weeks of paid maternity leave
4 weeks of paid leave for the second parent
Up to 20 weeks of fully paid shared parental leave
Gradual return to work program

Fulltime

Customer Contact Team Manager

Abri

Location:
United Kingdom , Bracknell

Category:
Customer Service

Contract Type:
Employment contract

Salary:

Job Description:

Job Responsibility:

Requirements:

Additional Information:

Job Posted:
May 03, 2026

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