Who we're looking for
A Customer Success Manager (CSM) builds and maintains strong relationships with clients, ensuring they achieve their desired outcomes using the company's products or services. They focus on driving customer satisfaction, retention, and growth by guiding clients through onboarding, training, and ongoing support. CSMs act as the voice of the customer, advocating for their needs and collaborating with various internal teams to improve the overall customer experience.
What you'll be delivering
Onboarding and Training:
Guiding new customers through the initial setup and usage of the product or service, providing training and support to ensure they understand its value and can effectively utilize its features.
Relationship Building:
Developing strong, trusting relationships with clients, serving as a primary point of contact and fostering open communication to understand their needs and challenges.
Adoption and Engagement:
Monitoring customer usage and engagement metrics, identifying areas where customers may be struggling, and proactively offering solutions to improve their experience and maximize product value.
Issue Resolution:
Addressing customer inquiries and resolving issues promptly and effectively, working with internal teams to ensure a positive resolution and prevent future problems.
Retention and Renewal:
Working to minimize customer churn by proactively addressing concerns, identifying opportunities for additional value, and facilitating renewals.
Upsell and Cross-sell:
Identifying opportunities to expand the customer's relationship with the company by offering additional products or services that align with their needs and goals.
Collaboration:
Partnering with sales, product, marketing, and support teams to ensure a seamless and positive customer journey, sharing customer feedback and insights to drive product improvements and inform business strategies.
Advocacy:
Representing the customer's voice within the organization, advocating for their needs and providing feedback to influence product development and service enhancements.
Customer Satisfaction:
Driving Response rate through customer interaction. Closing the loop on all NPS received from customers
What we'll offer in return
In addition to a competitive salary, there are a number of benefits and perks we offer to say thank you for being a part of our journey:
- To work at a 3* World Class Best Company
- Flexibility over where you work with our Winning from Anywhere® approach
- 25 days holiday
- Home working allowance paid monthly
- Winning from Anywhere® allowance to help your set up at home
- 24/7 GP at hand
- Immediate 24/7 access to an Employee Assistance Programme
- We’ll support you when you’re not well with our Company sick pay scheme
- 4x base salary life assurance
- Private health insurance after a successful year’s service
- Enhanced parental pay and leave, supporting you with those precious life moments
- Access to the Perkbox platform to help make your money go further
- Cyclescheme
- Electric car scheme
- And many more!
Disability ConfidentTransparity have a proactive attitude when it comes to looking after the wellbeing and inclusion of all our employees. We promote equal opportunities through our recruitment process and a positive, inclusive culture across the business which we are proud of. We are diverse in our approach to recruitment and recognise that talent comes in all different forms. The diversity in our team is what helps our business work so well.
To find out more about our disability commitment please contact People & Culture or ask during the interview.
About us
We do Microsoft Cloud and we're dedicated to delivering Transformation, Partnership, and Clarity.
But what truly differentiates us is our firm commitment to our culture. It's the foundation of our success, enabling us to attract and retain outstanding talent.
Our ethos is clear: we're here to be part of the solution, not the problem. Ethics and integrity are the driving forces behind everything we do at Transparity. We recognise our role as a business and have aligned ourselves with the UN Sustainability Goals, striving to create a better and more sustainable future for all. From environmental sustainability to fostering diversity, promoting digital skills, supporting apprenticeships, driving innovation, and giving back to our community, we're dedicated to making a positive impact.
And we're proud to say we're a carbon-neutral organisation.
As the leading Microsoft partner in the UK, we boast an unparalleled understanding of Microsoft's Cloud solutions. With 6 Microsoft Partner Solution Designations, 16 Advanced Specialisations, a team of 200 onshore Microsoft Experts, Azure Expert MSP status, inclusion in the MISA inner circle, and MXDR certification for our 24x7 SOC, we're equipped to drive digital transformation outcomes on the world's most trusted and comprehensive cloud platform.
Do you want to join our journey? Are you our next member of #TeamTransparity?
Remote / Work from Home
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