Hypercare Specialist

We are Citation – One of the UK's biggest providers of Health and Safety, HR, Employment Law, and ISO Services to businesses. We are part of the Citation Group which has over 60,000 clients who love us, need us, and want to buy more from us. Having acquired 13 businesses over the last 4 years which offer products and services that our clients need and want; we’re only interested in future growth; we’re not finished yet.

As a result, we are looking to expand our Customer Success team and we are looking for the absolute best to join us. We pride ourselves on our high levels of customer service, professional conduct, and our friendly working environment.

Our Customer Success Relationship Managers are a team who all strive to have a positive influence on the Client Journey and experience they have through the Citation Services. We are truly passionate to assist clients where we can with a one team ethos to also support each member of the team and our colleagues around the business. As a Customer Success Relationship Manager, we are pivotal to support the business achieving their goals through the retention of clients, identifying uplift opportunities, and ensuring the customer engagement levels with service are maximised with all our client interactions. There is varied experience throughout the team but if you are successful, you have the full team support to understand the role and be the best you can be.

What will I be responsible for?

• Ensuring that your customers are welcomed to Citation and have an exceptional onboarding experience that sets them up ready to use their new services.
• Enable your customers to get full use of their products and services, understanding their requirements and maximising opportunities.
• Ensuring the timely and successful delivery of our solutions according to the customers’ needs and objectives.
• Identifying issues that are on the horizon and working collaboratively with your customer and our colleagues in other areas to prevent them coming to fruition.
• Operating as the main point of contact for any matters specific to your clients, this may include queries, info on other products, administration of accounts and expressions of dissatisfaction or complaints.
• Identifying and growing opportunities within your customer base and collaborating with internal teams to ensure growth and retention attainment.
• Building and maintaining strong, long-lasting client relationships, working closely with other areas of the business to resolve issues for your customers.
• Developing a trusted advisor relationship with key stakeholders and executive sponsors.
• Contacting customers at relevant touchpoints to complete care calls.
• Assisting with high severity requests or issue escalations as needed.

Who are we looking for?

Here’s a taste of the perks we roll out for our extraordinary team members :

Working for Citation you will have access to 25 days holiday plus your birthday off work, childcare vouchers, gym membership discounts and more.

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