Customer Success Manager

# Applicant Portal:## Job Details:
Customer Success Manager|  | Customer Success Manager ||  |  || We’ve been on a mission to improve end user satisfaction since the day we were founded over 25 years ago. As champions of premium experience-led IT services, it is who we are. We constantly challenge old assumptions and inherited wisdom, and demonstrate there are other, better ways to do things.
Based in the UK, with offices globally USA, South Africa, Sri Lanka, Kuala Lumpur and Macedonia, we now provide a huge range of market-leading managed services, Microsoft-centric business software and cloud solutions to over 300 ambitious mid-market organisations. And in response to our customers’ changing needs, and the growing threats we all face, we’ve massively strengthened our well-established cyber security capabilities.
Our mission is to unleash the potential of people through amazing IT experiences.
Our Values    At Acora, we’re proud to share the values we live by. They’re not dusty abstract concepts. Our values define our culture: they act as a promise to our customers and a constant challenge to ourselves, both as individuals and as a team, to be Game-Changers.

• Be the best you can be    
• We do what we say    
• Together we win ||  | We are seeking a dynamic and experienced Customer Success Manager to join our IT Service Management company. You will be responsible for ensuring customer satisfaction, driving product adoption, and ultimately, securing long-term customer retention.
This role requires a proactive individual who can build strong relationships, understand customer needs, and work collaboratively to provide solutions. ||  |
• Customer Relationship Management:
Foster strong relationships with clients by understanding their business goals and ensuring our services align with their needs.  
• Onboarding and Training:
Lead the onboarding process for new customers, providing training and resources to ensure smooth adoption of our IT service management solutions.  
• Product Adoption:
Drive the adoption of our products and services by educating customers on best practices and features that will maximize their success.  
• Proactive Support:
Provide proactive support by identifying potential issues and offering solutions before they impact the customer.  
• Feedback Loop:
Act as a liaison between customers and the product development team, ensuring customer feedback is communicated and incorporated into future product enhancements.  
• Performance Metrics:
Monitor customer usage metrics and satisfaction levels, and develop strategies to improve these KPIs.  
• Renewal and Upsell:
Identify opportunities for contract renewals and upselling additional services to existing customers.  
• Reporting:
Maintain accurate records of customer interactions and provide regular reports on customer success metrics to senior management.  
• Team

Collaboration:

Work closely with sales, support, and product teams to ensure a cohesive approach to customer satisfaction. ||  |
•

Experience:

Experience in customer success, account management, or a related field within the IT service management industry.  
• Technical

Skills:

Strong understanding of IT service management software and solutions.  
• Communication:
Excellent verbal and written communication skills, with the ability to articulate complex concepts to a diverse audience.  
• Problem-Solving:
Proven ability to identify issues and develop effective solutions.  
• Analytical

Skills:

Strong analytical skills with the ability to interpret customer data and metrics.  
• Customer-Focused:
Demonstrated commitment to providing exceptional customer service and support.  
• Team Player:
Ability to work collaboratively with cross-functional teams.  
• Adaptability:
Willingness to adapt to changing priorities and customer needs. ||  |
• Excellent Customer Service skills.  
• Strong interpersonal skills.  
• Ability to manage each Customer as an individual.  
• Demonstrative ‘Can do’ attitude at all times.  
• Flexible.  
• Punctual at all times.  
• Team Player.  
• Excellent communication skills.  
• Ability to work under pressure, using your own initiative and to tight deadlines in a target driven environment.  
• Excellent multi-tasking skills. |
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