Customer Success Advocate

SysGroup; Newport; Hybrid; GBP 60,000 - 80,000; Full time

Job description

This is a remote position.

As the Customer Success Advocate, you will be responsible for ensuring our clients receive exceptional support and guidance in leveraging our managed IT services to achieve their business objectives.

Location
This job is a hybrid role, based in Newport, Wales. We will also accept candidates who wish to work from our Manchester, Edinburgh or London offices.

Key Responsibilities

• Act as the primary point of contact for assigned client accounts, building strong relationships and understanding their IT environment, challenges, and goals.
• Monitor and analyze client health metrics, service levels, and key performance indicators (KPIs) to proactively identify and address potential issues or areas for improvement.
• Conduct regular business reviews with clients, presenting insights, recommendations, and actionable plans to optimize their IT infrastructure, enhance service delivery, and drive operational efficiency.
• Collaborate with internal teams, including technical support, project management, and sales, to ensure seamless service delivery and coordinated client communication.
• Provide ongoing training and consultation to clients on best practices, new features, and optimized usage of our managed services and tools.
• Gather client feedback, requirements, and insights, and work closely with product and service development teams to inform roadmaps and enhance our offerings.
• Identify and pursue opportunities for service expansion, upselling, or cross-selling to drive client growth and revenue.
• Maintain accurate and up-to-date client records, documenting interactions, issues, and resolutions in our customer relationship management (CRM) system.
• Participate in client events, webinars, and industry conferences to represent the company, share best practices, and foster strong relationships with clients and prospects.

Requirements

• Proven experience in a customer-facing role, preferably within an IT or managed services environment.
• Strong understanding of IT infrastructure, systems, and services.
• Excellent communication and interpersonal skills, with the ability to build rapport and trust with clients.
• Analytical and problem-solving skills, with the ability to understand complex client requirements and provide tailored solutions.
• Proficiency in relevant software and tools, such as CRM systems, project management tools, and service management platforms.
• Willingness to travel as needed to support client engagements and events.