Customer Success Manager

What the role is all about

Were looking for a Customer Success Manager to join our Three business team and play a pivotal role in providing exceptional postsale service relationship management and support for our mid to large business accounts. Reporting to the Customer Success Team Manager youll be at the forefront of building strong trustbased relationships with our larger customers understanding their unique needs and proactively delivering tailored solutions from our portfolio.

In this role youll focus on maintaining a customercentric approach that balances both commercial objectives and customer experience. Youll work to ensure high retention rates while driving revenue growth through upsell and crosssell opportunities. Youll also be responsible for addressing and resolving any issues both technical and nontechnical working collaboratively with other teams to ensure seamless customer success.

Please note: This is a hybrid role working between your home (23 days a week) and our Glasgow City Centre (23 days a week).

What youll be doing

• Serve as the primary point of contact for all commercial and noncommercial relationships with our customers driving value growth retention and loyalty across the Three Business base
• Spend time onsite with your customers understanding their business and their needs
• Serve as a customer advocate by effectively collaborating with internal crossfunctional teams
• Develop and maintain relationships with key customer contacts to build a working understanding of their business model to bring a value alignment
• Uncover opportunities to help customers grow their business and improve the potential to grow revenue for the business in the process
• Be accountable for the financial performance of the contract
• Achieve individual monthly targets as set by Business across a range of commercial and experiential metrics
• Be responsible for monitoring ongoing customer health customer satisfaction/NPS acting on feedback to improve and drive satisfaction
• Prepare and deliver updates on performance to various levels of business and Three senior management.

Qualifications :

What youll ideally bring...

• Demonstrable experience in successfully managing complex customer relationships and activities ideally business to business experience but not essential
• Proven track record of achieving/exceeding targets and proactively identifying ways to maximise customer growth and retention opportunities
• Ability to develop and maintain relationships independently up to Csuite level
• Excellent written and verbal communication skills including prior experience in delivering presentations to customers
• Ability to prioritise multiple complex tasks whilst working to tight deadlines and managing multiple stakeholder groups

Additional Information :

What youll receive in return

• Salary range for this role starts at 37920 and exact salary will differ by job and experience plus a quarterly bonus and car cash allowance
• Additional cash allowance to spend on additional benefits topping up your pension or to be added to your salary
• 28 days annual leave 8 bank holidays personal days
• Private Medical Insurance Life Assurance and Income Protection
• Mobile phone with unlimited package
• Wellbeing and learning & development benefits

Our people make us who we are. Were a diverse and inclusive bunch and its important you can feel you belong here. We value everybody for who they are and what they bring to the table supporting one another as we continue to deliver for our customers.

With that in mind if you do not tick every box in the job advert above there are likely other valuable attributes and skills you have that would make you a great addition for the team. So if you feel this role is for you then please apply! We are committed to equality in employment and growing a diverse workforce. We embrace those of any race gender identity sexual orientation age religion disability marital status family status or civil status and we want our teams to reflect this!

We are a Disability Confident Committed Employer. Need any reasonable adjustments Let us know when you apply so we can support you throughout the interview process.

At Three we have a hybrid working arrangement in place as standard for office based employees where employees work from a mix of office based location and working from their home in the UK to carry on their role.

Excluding retail our core hours at Three are between 10:00 and 16:00 with operating hours between 08:00 & 18:30. This allows employees to have a start time between 08:00 and 10:00 and finish time between 16:00 and 18:30.

Remote Work :

No

Employment Type :

Fulltime