Customer Success Manager

Job Location: Office based Brighton

Job Type: Permanent

Salary: Competitive, details on application

About Us

With more than three decades of expertise, our team of business and technical consultants brings exceptional knowledge, enthusiasm, and dedication. We take pride in providing dynamic and impactful B2B technology solutions and maintaining strong partnerships with leading industry suppliers such as Microsoft, Dell, SonicWall, and Cisco Meraki.

As our company experiences rapid growth and looks toward future expansion, this role will continue to support exciting current and upcoming projects, offering an excellent opportunity for individuals to explore new and emerging technologies.

Job Description

Trident is seeking a dynamic and relationship-focused Client Success Manager to join our team. In this role, you will be responsible for ensuring our clients achieve their business goals using our products and cloud services. You will build and sustain strong client relationships, enhance customer satisfaction, and identify opportunities for upselling and cross selling our services.

Responsibilities:

• Develop and maintain long-term relationships with clients, acting as their primary point of contact.
• Address client concerns and work with internal teams to resolve issues promptly.
• Monitor and track client usage and satisfaction through metrics and performance indicators.
• Provide clients with regular reports on their usage, performance, and any areas for improvement.
• Understand clients business goals and align our services to help them meet/achieve these objectives.
• Identify opportunities for clients to leverage additional services and solutions to enhance their operations, by upselling or cross-selling additional services.
• Collaborate with the sales team to support contract renewals and expansions.
• Work with pre-sales and other teams to implement client feedback and enhance service offerings.
• Continued assessment of security, integrity, and availability both internally and in part of Tridents service.
• Continued assessment of regulatory and compliance requirements for both Trident and its clients.
• Working to ISO 27001, 14001 and 9001 requirements along with Trident's operating procedures.

Requirements:

• Excellent communication skills, both written and verbal.
• Flexibility and adaptability to changing requirements.
• Strong task and time management skills.
• Demonstrate a strong understanding of your customers utilisation of our services (SLA/KPI as well as other service metrics and supporting data).
• Ability to facilitate, chair, and steer internal meetings to achieve stated objectives.
• Experience of managing, measuring, and improving service delivery.
• Strong problem-solving skills and a proactive approach to client management.
• Minimum of 3-5 years of experience in a similar role.
• Demonstrate a strong understanding of Modern Workplace, Microsoft Infrastructure and Security solutions.
• Passion for learning new technologies.
• Sales experience gained within a similar role (IT sector) is desirable.

Benefits:

• Up to 32 days holiday per year plus bank holidays (25 days annual leave per annum - increased one day for every year of service up to 32 days + bank holidays).
• Access 7,000+ hours of on-demand IT courses, practice tests and virtual labs.
• Wellbeing - Access to Bupa EAP (Employee Assistance Program) for you and your family.
• Cycle to Work scheme.
• Access to vendor pricing for personal IT hardware and software purchases.
• Access to Microsoft Workplace Discount Program Save up to 10% on Surface devices and 30% on Microsoft 365 subscriptions.
• Central office location a 15-minute walk from Brighton train station, 10-minute local bus routes and short work from local shops, restaurants, and bars.
• Smart casual dress code with dress down Friday raising money for the local charities.
• Regular social and team-building events.
• Refer a friend recruitment bonus scheme.
• Social spaces in Tridents office for staff to connect Bar, pool tables, table tennis, arcade, etc.

Note to Recruiters: We are not currently seeking external assistance for this role. Please refrain from reaching out to us regarding candidates for this position.