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JP Engineering
Glasgow
Customer Success Manager - £45-50,000 & Bonus - Glasgow/Hybrid We help protect people through vulnerable times. We’re no start-up. We are an established, profitable, market-leader, supplying into 70% of NHS Trusts with the business growing quickly in the UK, USA, and Australia. We are three times winner of the Design in Mental Health - Best Produ
Job Source: JP EngineeringUniversity of the West of Scotland
Paisley
University of the West of Scotland Student Success Hub Paisley Campus (but may be required to travel to other campus locations). Salary : Grade 3, £23,144 - £25,742 Full time: 35 hours per week - Permanent The Post - Student Success Assistant The Students Success Team is looking to recruit a Student Success Assistant to proactively engage with ou
Job Source: University of the West of ScotlandThe Sofa Delivery Company
Glasgow
We are looking for an experienced and inspirational leader for our Glasgow Customer Delivery Centre. The Sofa Delivery Company prides itself on building great relationships across the business. We are looking for a leader with proven operational experience who can engage and lead the CDC team to deliver amazing customer experiences every day. The
Job Source: The Sofa Delivery CompanySearch
Glasgow
Customer Service Manager Location - South Lanarkshire Salary - £37k - £45k My client is looking for an experienced Customer Service Manager to join their Global business to lead and grow the team as they take their customers through the best journey. You will work as part of my client's senior leadership team, developing and growing current solutio
Job Source: SearchSearch
Glasgow, Scotland, United Kingdom
Customer Service Manager Location – South Lanarkshire Salary - up to £45k DOE My client is looking for an experienced Customer Service Manager to join their Global business to lead and grow the team as they take their customers through the best journey. You will work as part of my client’s senior leadership team, developing and growing current s
Job Source: SearchFusebox
Kilmarnock
Customer Service Manager Ready to start on an opportunity for a fast-growing UK circuit protection company?We are looking for an enthusiastic, dynamic, self-motivated Customer Service Manager to manage a team of 2, in a fast-paced sales office at the heart of the Fu...
Job Source: FuseboxPage Group
Glasgow
As a Customer Account Manager, you will be responsible for onboarding new customers while maintaining a high retention rate. If you are an enthusiastic individual who enjoys working in a fast-paced environment with a customer-centric culture, then this role could be the perfect fit for you. Client Details Creditfix is the largest debt solution pro
Job Source: Page GroupStafffinders
Paisley
Are you a talented and driven individual, ready to take the next step in your career? We are currently seeking a Customer Sales & Service Manager to join our highly successful Paisley-based client, where you will play an integral role within a friendly and fast-paced team. What you will get in your new role * An attractive salary of £25,000 to £3
Job Source: StafffindersGlasgow, Scotland, United Kingdom
Safehinge Primera is seeking an outstanding leader to manage its Customer Service and Technical Support functions (Customer Care). This role can be based in either Glasgow or Blackpool and there will be some travel involved in this role.
As part of the leadership team, the Customer Success Manager will work closely with the Sales and Operations Directors to deliver best-in-class service according to set goals and strategic business objectives. The Customer Success Manager, will make decisions and take action for the success of Safehinge Primera’s Customer Service and Technical Support, to help provide an exceptional Customer Experience improving efficiency and achieving results. This role is highly rewarding and impactful work, helping support our customers and field team with maintaining life-saving products in the field
The Customer Success Manager will build a scalable structure that inspires team members and develops a clear and efficient way of working in line with our values and culture. They will also own the Customer Success strategy, driving towards excellence and leading the collaborative “team together” culture that exists in Safehinge Primera today.
Skills and experience required:
Experience in setting up and leading a 24/7 global Customer Success / technical support function
Demonstrated experience in effectively managing Service Desk systems, showcasing a comprehensive understanding of customer support operations and the ability to optimise service delivery through efficient system utilisation.
Experience in service design in an ITIL environment - Creating, implementing and managing scalable Customer Support models and processes including SLA and SaaS
Developing and ensuring competency within the team to support all current products as well as future product initiatives. Create an operational drumbeat for the CS team.
Excellent understanding and clear views on best practices in creating outstanding Customer and Partner success in Support functions
Owns customer relationships, including onboarding, Customer account feedback, problem resolution and user experience
Responsible and accountable for measuring, reporting, and analysing overall account health through the use of Dashboards, Ticket Management and Customer feedback to optimise the Customer Experience
Provide direct oversight of all day-to-day activities of the Customer Service and Customer Care Support teams, including case and order management, staff and field support scheduling & development, technical/non-technical guidance, and orchestrating case escalation resolution
The ability to carry out Root Cause Analysis to solve problems and communicate analysis of issues with both external and internal customers to determine, prioritise, and delegate a quick and efficient resolution
Provide guidance and support for Customer case escalations and be the escalation point of contact for Customers, internal stakeholders and Field Support to align resources and ensure solutions continually meet customer needs
Ability to manage Field support workflow in conjunction with our Partners and Customers to ensure effective delivery of SLAs and problem resolution
Leading and/or participate in continuous improvement initiatives designed to improve overall customer satisfaction.
Experience in managing the service of a critical system or product is preferred
There may be the need to be available to meet in various Customer locations (including overseas) on an occasional basis.
Possess essential skills for ITIL Certification, specifically in Service Design and Management, demonstrating a deep understanding of IT service processes and methodologies to enhance the overall efficiency and effectiveness of customer care operations.
As with Most Companies, You Also Need the Following:
Experience with Google platform or Microsoft Excel, PowerPoint, Word and Outlook, and familiarity with ERP/CRM systems
You’ll be speaking with employees and Customers at all levels, so you’ll need excellent communication skills, including fluency in speaking and writing English.
We require the following education and experience for this role:
An undergraduate technical degree; or equivalent combination of education and experience.
A minimum of 3 years experience in a Technical Customer Service or Support role or a combination of both.
As this is a management position, a minimum of 3 years of experience in supervising/managing a team is required.
Experience and certifications with systems Support, Connectivity and Remote Diagnostics are preferred in IT environment management (ITIL, COBIT, TOGAF, Lean IT, or similar industry stand certification)
Customer Success Manager jobs in Glasgow, Scotland, United Kingdom
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