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About the role
Key responsibilities & impact- To manage a portfolio of client accounts to agreed KPI’s maintaining a focus on customer satisfaction, service delivery and contract renewal.
- To ensure regular communication with clients through face to face meetings and other communication means.
- To own and take a lead on high-profile and complex client relationships within the portfolio of clients. Develop strong relationships with key decision makers and influencers.
- Define, develop and own the customer contract strategy for client relationships within the portfolio.
- Produce weekly, monthly and quarterly status reports for the portfolio of clients to the Head of Customer Success to provide updates on progress against agreed client relationship strategies.
- To effectively interact with internal NQC teams including Product Development and Service Delivery functions.
- Ad-hoc duties as assigned.
Requirements
What you’ll need- Experience managing a high volume of stakeholders (internal or external) and a track record of delivering professional, clear communications.
- Proven experience in a B2B Customer Success, Account Management, or Technical Support role within a SaaS environment.
- Demonstrated experience working within structured workflows (e.g., following an onboarding playbook or a ticket escalation process).
- Excellent interpersonal skills with people at all levels.
- Excellent business acumen and commercial astuteness.
- Previous experience using a CRM (ideally HubSpot) to manage customer data, tasks, and reporting.
- Excellent presentation skills with the ability to create engaging material applicable to the audience.
- Additional language skills are highly desirable.
Benefits
Comp & perks- Hybrid working policy of 60% office-based
- 25 days holiday (Increasing with service) + bank holidays
- Enhanced Maternity and Paternity Leave
- Health Cash Plan
- Salary sacrifice scheme
- Learning & Development through Udemy platform
- 24/7 Access to a Virtual GP
- Life Assurance (4 x Salary after 6 months)
- YuLife - employee discounts and wellbeing platform
- Regular company socials & events
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
B2B Customer SuccessAccount ManagementTechnical SupportSaaSstructured workflowsonboarding playbookticket escalation processcustomer contract strategystatus reporting
Soft Skills
customer satisfactionservice deliverycommunicationrelationship buildinginterpersonal skillsbusiness acumencommercial astutenesspresentation skills