Customer Success & Retention Executive

ABOUT USWith over 30 years of expertise, Apogee transforms how organisations of every size and sector manage their IT – delivering everything they need through one seamless point of contact. As an independent subsidiary of HP Inc., we combine the agility of a specialist provider with the power of one of the world’s leading technology companies, giving our clients instant access to cutting-edge innovation backed by market-leading service operations!

JOB DETAILS ////

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Stop customers leaving. Build stronger relationships. Drive growth.

At Apogee, we believe winning new customers is important - but keeping them is where real success happens.

We are looking for a commercially minded Customer Loyalty Executive to help us strengthen customer relationships, reduce customer churn and identify growth opportunities within our existing customer base.

This is not a traditional customer service role.

You will be speaking with customers every day, understanding their challenges, resolving concerns, identifying opportunities and ensuring they continue to see value in partnering with Apogee.

You will play a key role in protecting revenue, winning back lost customers and creating new business opportunities across our small business customer base.

What You Will Be Doing

Contacting customers who may be considering leaving Apogee and working to understand and resolve their concerns.
Managing retention opportunities and helping protect existing revenue streams.
Conducting proactive customer reviews and satisfaction conversations.
Re-engaging customers who have previously left the business.
Contacting customers approaching the end of their lease agreements to discuss future options.
Identifying upsell and cross-sell opportunities across devices, managed services and workplace technology solutions.
Managing a portfolio of small business accounts and helping them get the most from their partnership with Apogee.
Working closely with Sales, Service Delivery, Marketing and Settlements teams to improve customer outcomes.
Acting as the voice of the customer and helping drive continuous improvement across the business.

What Makes Someone Successful In This Role?

You will probably thrive in this role if you:

Enjoy talking to customers and building relationships.
Are naturally curious and enjoy getting to the root cause of problems.
Have the confidence to handle difficult conversations.
Like spotting commercial opportunities and creating value.
Can balance customer experience with commercial outcomes.
Are proactive rather than waiting for issues to arise.
Take ownership and follow things through to completion.

A typical working pattern is Monday to Friday, 09:00 to 17:00, with a one-hour lunch break. This role also offers flexibility to work from home, typically two days per week for a five-day working week.

SKILLS AND EXPERIENCE REQUIRED ////

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Experience in customer retention, account management, customer success, sales or a similar customer-facing role.
Excellent communication and relationship-building skills.
Experience working with CRM systems and customer data.
Strong organisational skills and attention to detail.
Commercial awareness and confidence discussing products and solutions with customers.
A positive and resilient approach when handling objections or challenging situations.

We value candidates with AI literacy – individuals who are curious about technology, comfortable exploring automation, and eager to contribute to a modern, forward-thinking business.

BENEFITS
Flexible working options
33 days holiday including bank holidays
Holiday purchase scheme
Enhanced family friendly benefits (maternity, adoption, paternity and IVF)
2 paid days off per year for voluntary work to support our local communities
Staff Reward Scheme
Pension scheme
Life assurance 4 x salary
Sponsorship for professional development and memberships
Employee Assistance Programme, including financial wellbeing support
Mental health first aider support programme
Cycle2work scheme
Discounted Gym Membership
Eye care voucher scheme
Free flu vaccinations
Employee social events and recognition activities throughout the year
HP Employee discount programmes
Mobile phone discounts WHY JOIN…