Customer Success Manager

Role Overview

We’re looking for two commercially minded customer leaders who can own strategic client relationships, influence delivery across Capita, grow the account and quickly understand the technology environment so our customers achieve maximum value from Capita AiTO services.

What You Will Do

Managing customer relationships across the full-service lifecycle, leading service reviews, governance meetings and customer forums, monitoring KPIs, SLAs, customer satisfaction and service performance.

Why It Might Be a Fit

You will have experience in customer success, service delivery, account management, client relationship management, managed services or technology services, together with strong stakeholder management, communication and influencing skills.

Requirements

• Must be based in Northern Ireland, able to travel to our Belfast Office (hybrid)
• Full, valid UK driving licence required, with the flexibility to travel to customer and Capita sites as needed
• Experience in customer success, service delivery, account management, client relationship management, managed services or technology services
• Strong stakeholder management, communication and influencing skills
• Experience managing customer relationships in a complex technology environment
• Experience working with KPIs, SLAs, governance and service reporting
• Knowledge of ITIL, ITSM, cloud, infrastructure or digital services
• A track record of driving continuous improvement and customer outcomes
• Commercial awareness with experience of risk and escalation management

Benefits

• Competitive salary and bonus
• 23 days’ holiday, rising to 27 (pro rata) – plus the option to buy more after qualifying period
• Paid volunteering day with a charity of your choice
• Generous family leave policies – including 15 weeks’ fully paid maternity, adoption, and shared parental leave
• Cycle2Work scheme, pension, life assurance, and more