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Ekco
Customer Success ManagerEkco • Milton Keynes, England, GB
Customer Success Manager

Customer Success Manager

Ekco • Milton Keynes, England, GB
30+ days ago
Job type
  • Full-time
Job description

Customer Success Manager

Ekco, Milton Keynes, England, United Kingdom

About the role

Ekco is seeking a proactive, customer-focused individual to join our service delivery team as a Customer Success Manager. This role is ideal for someone passionate about building client relationships, ensuring customer satisfaction, and supporting service delivery operations.

Responsibilities

  • Customer Onboarding: Provide new clients with a comprehensive Customer Handbook, a Control Panel overview, and clear contact and escalation channels.
  • Customer Relationship Management: Conduct a minimum of six proactive calls per year with each customer to:
  • Gather feedback on service performance.
  • Identify and discuss actions for continual service improvement.
  • Highlight potential upsell opportunities and collaborate with the Sales team.
  • Act as an escalation point for aligned customers, ensuring prompt and professional resolution of issues.
  • Serve as a primary point of contact for a portfolio of clients, ensuring their needs are met and expectations managed.
  • Monitor customer health metrics and usage data to identify risks and opportunities.
  • Collaborate with internal teams (e.g. Support, operations, delivery) to resolve client issues and escalate when needed.
  • Prepare regular service delivery reports to track SLA's and service performance.
  • Create SIP plans to support continual service improvement for the end client.
  • Contribute to process improvements and documentation to enhance the customer experience.
  • Support renewals and upsell opportunities in collaboration with account managers.
  • Working with the finance team to resolve billing issues and processing decommission requests.

About you

  • 1–2 years of experience in a customer-facing role (Customer Success, Account Management, Support, etc.).
  • Strong communication and interpersonal skills.
  • Ability to manage multiple client relationships and prioritize tasks effectively.
  • Familiarity with ITSM tooling.
  • A collaborative mindset and willingness to learn from senior team members.
  • Problem‑solving skills and a proactive approach to client challenges.
  • ☀️ Time off – 25 days leave + public holidays
  • 🎂 1 day Birthday leave per year
  • 📞 Employee Assistance Programme (EAP) – access to dedicated mental health, emotional wellbeing and general advice
  • 📚 Learning & development – Unlimited access to Pluralsight learning platform
  • 🌱 A lot of responsibilities & opportunities to grow (also internationally)

Why Ekco

  • ⭐️ Microsoft’s 2023 Rising Star Security Partner of the year
  • 🚀 VMware & Veeam top partner status
  • 🏅 Ranked as 4th fastest growing technology company in the Deloitte Fast50 Awards
  • 🌈 Ekco is committed to cultivating an environment that promotes diversity, equality, inclusion and belonging
  • 🎉 We recognise the value of internal mobility and encourage opportunities for internal development & progression
  • ✨ Flexible working with a family‑friendly focus are at the core of our company values

Seniority level: Associate

Employment type: Full‑time

Job function: Information Technology

Industries: IT Services and IT Consulting

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Customer Success Manager • Milton Keynes, England, GB

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