Client Success Relationship Manager

Customer Success Relationship Manager

Location: Hybrid 2 days in the office, 3 days at home. – Wilmslow 

Hours of Work: Full time. 

Are you an individual with experience in Customer Success, Account Management or Customer Service, looking for your next role? We are looking for a passionate Customer Success Relationship Manager who will partner with and ensure the long-term success of our customers.

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?

• The successful candidate will have a Customer Success, Account Management and/or Customer Service experience, and be able to demonstrate the ability to communicate, present and influence effectively at all levels of the organisation.
• You will love to find solutions, have a positive mindset and a natural ability to turn a situation around. You will be curious by nature and determined to find the best way forward for your customers.
• Excellent listening, negotiation and presentation skills are essential, along with good verbal and written communication.

Who is Citation?

We’re one of the top 100 companies in the UK to work for with an industry-leading client retention rate and thousands of very happy clients. (Our 5* Trustpilot and Glassdoor reviews speak for themselves!).

We provide HR & H&S consultancy services across the UK, we are that right arm to many SME’s who come to us for advice and support. We set our clients up for the future, making sure they have the correct policies and procedure in place, protecting them all the way.

The Citation Group is made up of many businesses, who proudly deliver services that our 45,000 clients need, want and value. Our mission is to be the business that colleagues and clients want to work for and with. It’s a really exciting time to join our business – come grow with us!

Our colleagues bring their brilliant selves to work every day and we create an environment where they can shine. We are a nice bunch. We don’t do office politics or that’s not my job. We listen, support and take ownership.

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

• 25 Days of Holiday + Bank: We’re talking sun-soaked beaches, snow-capped mountains, or simply your favourite cosy spot at home. Take your well-deserved break with 25 days of holiday, plus those cherished bank holidays.
• Birthday Bliss: Your birthday isn’t just another day on the calendar; it’s YOUR day! Enjoy it in style with a day off, because at Citation, we believe in celebrating YOU.
• Post-Wedding Bliss: Newlyweds, we’ve got something special for you too! Extra weeks of holiday to bask in the glow of post-wedding happiness.
• Growing Families: We’re all about supporting our Citation family, and that includes expectant parents. Vouchers and special perks await to celebrate the newest addition to your family.
• Healthcare cash plan: Your well-being is our priority. That’s why we offer private healthcare to ensure your peace of mind and keep you feeling your best.
• Pawternity Leave: Welcoming a new furry friend? Enjoy a day off on us to give your new cat or dog the ultimate welcome home experience!
• Community Days: Looking to give back? Take a day off to volunteer and make a positive impact in your community or support your favourite charities.

Join us at Citation, where success comes with unbeatable perks and a culture that truly celebrates your achievements!