Client Success Manager (Technical)

About the role;

As a Client Success Manager you will be expected to drive retention and growth within our existing client base by understanding our customers business needs and objectives and building technology roadmaps to support in their success.

You will have a demonstrable background in meeting and exceeding sales targets through the growth of existing accounts. You must have previous experience of working within the technology sector, preferably within a Managed Services Provider. A strong influencer and negotiator with a proactive approach, you will feel comfortable working on a volume account basis whilst building and maintaining strong partnerships with your clients.

National travel will be required as part of this role.

Who are we?

TSG (Technology Services Group) are a Managed IT Services provider supporting businesses UK wide with their technology solutions. As a Microsoft Partner we are committed to delivering excellence for our customers alongside investing in our colleagues to provide them with the knowledge and tools required to deliver great results.

TSG are one of the few Microsoft Partners in the UK who hold all seven Microsoft designations, and one of the only partners who specialise in mid-market. Our commitment to excellence for our customers and employees is backed by our consistent world class NPS score of +80 and our recent accreditation as a ‘Great Place to Work’ in addition to being placed on the ‘2024 UK’s Best Workplaces in Tech’ list. Our guiding principles of Team TSG, Service Excellence and Shared growth are at the heart of everything we do.

Why should I work for TSG?

• Employee ownership – as a growing business we want to ensure that everybody who contributes towards our success, shares in our success. High performing members of Team TSG are entered into an employee benefits trust (EBT). The EBT is the single largest beneficiary within TSG meaning employees will share the benefits of the proceeds, driving a high performing culture with long term value and mutually beneficial outcomes
• Our open and honest culture where feedback is taken on-board and acted upon
• Our social events – annual all expenses paid ‘TSG Festival’ and team building funds
• Two paid CSR days per annum that you can use to support the community
• Giving something back – the ‘TSG Foundation’ established in November 2022 has so far donated over £120,000 to support nominated businesses and charities
• Our responsibility to the environment as we work towards net carbon zero
• Flexible working opportunities including home working and hybrid options
• Annual salary benchmarking
• Excellent progression opportunities, training and support, including recognised qualifications

Job responsibilities will include, but are not limited to;

• Proactively manage and develop client portfolios taking full ownership
• Maximise growth opportunities within the client base through meaningful conversations, relationships and discovery sessions
• Driving renewals with existing client base to ensure client retention
• Maintain a detailed understanding of products and services, assist clients with questions and suggest the best products for their needs
• Implement a review cycle to ensure that accounts running with projected deficits are identified and addressed
• Manage and develop new client onboarding, focusing clients on those features that help them achieve early value. Ensure clients are taken through the shortest path to value so that they can get ROI (Return on Investment) as soon as possible
• Sustain business profitability by maximising value to clients and TSG
• Analyse client data to support improvement in client experience
• Evaluate and improve tutorials and other communication infrastructure
• Mediate between clients and TSG
• Accurately record client information in CRM
• Identify opportunities for clients to act as TSG advocates (e.g. testimonials, case studies)
• Represent the voice of the client to inform our sales process and product roadmap

Knowledge, Skills & Experience;

• Degree qualified or equivalent experience
• Recognised Microsoft Certifications would be preferred
• A strong background in the technology industry with a passion for the growing Microsoft cloud product suite
• Demonstrable experience of meeting and exceeding sales targets through the growth of existing accounts
• Strong commercial acumen with a demonstratable ROI record
• Proven track record in a client success, relationship management, account management, or similar role including over achievement against target
• Strong communication skills both written and verbal
• Good negotiation and influencing skills
• Good organisation and prioritisation skills
• UK driving licence is essential

Benefits;

• 25 days annual leave + public holidays, rising with length of service
• Employee benefits trust
• Company bonus scheme
• Life assurance 4 x Salary
• Contributory pension scheme at 4% matched
• Healthcare and Cash plan
• Electric vehicle salary sacrifice scheme
• Cycle to work scheme
• Perkbox discounts
• Employee assistance programme
• Paid CSR Days
• Company sick pay and income protection cover
• Enhanced Maternity and Paternity pay
• Employee recognition scheme
• Eyecare vouchers
• Discounted gym membership
• Long service rewards

If this sounds like the role for you, please apply today to be considered.