Customer Success Officer

Royston
1 week ago
Create job alert

Due to continued growth, our client based near Royston is looking for a customer success officer within their operations department, reporting into the Customer Success Lead. The Customer Success Officer will support the Services team within the Operations department to coordinate all service delivery activities by acting as the liaison point between Clients, Associates, Client Relationship Managers and the Customer Success Lead.
This is a full-time, permanent role and the working hours are 9.00am-5.00pm, Monday-Friday. This role is paying £27,000-£30,000 depending on experience.
Key Responsibilities:
Project Coordination
Acting as the main point of contact for all Dispute Resolution services from clients and new referrals
Setting up projects, which includes implementing the processes for;
Project set up; internal folders, Salesforce and other CRM’s/databases
Assigning and monitoring quality assurance and mentoring support
Coordinating dates and venues, including booking venues as necessary, for parties and Associates
Managing specific reporting for contracted clients.
Maintaining information on the availability of Associates and using this information to allocate/deploy work appropriately in line with the Operational strategy
Liaising with clients to ensure timely scheduling of work
Reporting to relevant Stakeholders on changing aspects of delivery
Ensuring all Stakeholders have access to the required and correct documentation at all stages for delivery and evaluation
Managing and monitoring follow up meetings
Setting fees in line with the agreed Associate Fee Structure and identifying and escalating any anomalies.
Monitoring of current service casework and alerting all Stakeholders to over/under delivery.
Closing off projects, creating and sending online surveys and extracting data for testimonials and references.
Attend client reviews when necessary.
Liaising with Finance at set-up and close-down.
Raising sales invoices.
Attend Associate days as needed.
Contributing to the smooth flow of work by taking enquiries for work and passing incoming calls to the appropriate department/person.
Checking and signing off Associate invoices against timesheets.
Meeting or exceeding the Quality Delivery Plan standards and contributing to the review of these standards at regular intervals.
Collate key performance metrics on all clients.
Monitoring of budgets and Purchase Order limits and reporting any issues to the Customer Success Lead.
Data Entry
Inputting data into Salesforce and other CRM/databases which includes evaluation data and confidential Equalities data.
Responsible for updating, maintaining and managing Salesforce client contact data.
Collating all Stakeholder feedback information and disseminating as appropriate.
Compliance
Adhering to and working in accordance with agreed Company policies, procedures and practice, inclusive of Health & Safety at Work requirements and Equal Opportunities.
Ensuring compliance with our Information Security policies, identifying if/when stakeholders need additional support to remain compliant with ISO27001 and CE/CE+.
Complying with the company document management system and version control.
Adhering to company brand in all correspondence and materials delivered by the company, by applying consistent, marketing-approved templates for all activities.
Developing and maintaining a positive relationship with clients and their staff, as well as with associates.
Undertake any other duties necessary to this position as reasonably delegated by the SLT or Line Manager.
Person Specification
Ideally a minimum of 2 years’ experience in providing administration of a business-to-business service delivery.
Experience of using CRM databases such as Salesforce is preferred but not essential.
Excellent verbal and written communication skills with attention to detail.
Proficient Microsoft software skills – including Word, Excel and PowerPoint.
Self-motivated with the ability to work well in a fast paced, dynamic team environment.
Ability to engage with all Stakeholders in a confident and professional manner

Related Jobs

View all jobs

Director of Software Engineering

Customer Success Manager

GRC Security Engineer I

Oracle Fusion Applications Security Consultant

Oracle Fusion Applications Security Consultant

Security Consultant

Get the latest insights and jobs direct. Sign up for our newsletter.

By subscribing you agree to our privacy policy and terms of service.

Industry Insights

Discover insightful articles, industry insights, expert tips, and curated resources.

Cyber Security vs. Ethical Hacking vs. Security Analysis Jobs: Which Path Should You Choose?

In an era where data breaches, ransomware attacks, and sophisticated digital threats dominate headlines, the demand for skilled cyber security professionals has never been higher. From global corporations to small businesses, organisations are scrambling to protect their systems, networks, and data from malicious actors. If you’ve been exploring cyber security jobs on www.cybersecurityjobs.tech, you’ve likely encountered various specialised roles—Ethical Hacking (often termed Penetration Testing), Security Analysis, Security Architecture, Incident Response, and more. Yet many job seekers and technology enthusiasts are unsure how these fields overlap or which one is right for them. In this in-depth guide, we’ll demystify three core disciplines—Cyber Security, Ethical Hacking, and Security Analysis—outlining the skills each requires, the responsibilities you can expect, salary ranges in the UK, and typical day-to-day activities. By the end, you’ll have a clearer understanding of these roles, helping you decide which path to pursue in this fast-growing industry. And when you’re ready to take the next step, head over to www.cybersecurityjobs.tech to explore the latest openings and find your perfect match.

Cyber Security Programming Languages for Job Seekers: Which Should You Learn First to Launch Your Security Career?

Cyber security has become a top priority for companies of all sizes, public institutions, and governments. As cyber threats evolve—from sophisticated ransomware attacks to large-scale data breaches—employers are eager to recruit talent with the skills to detect, prevent, and respond to security incidents. If you’re exploring roles on www.cybersecurityjobs.tech, a key question inevitably arises: Which programming language should you learn first for a career in cybersecurity? Cyber security is a multifaceted domain encompassing network security, application security, reverse engineering, digital forensics, ethical hacking (penetration testing), and more. Each niche may have unique language preferences—like Python for scripting tasks, C/C++ for exploit development, or Rust for building secure low-level tools. In this article, we’ll: Highlight the top programming languages used across cyber security. Break down pros, cons, and key use cases for each language. Present a simple beginner’s project for hands-on learning. Share essential resources and tips, so you can stand out in the competitive cybersecurity job market.

UK Visa & Work Permits Explained: Your Essential Guide for International Cyber Security Talent

Cyber security is one of the fastest-growing fields in today’s digital age. As cyber threats proliferate—ranging from data breaches and ransomware attacks to sophisticated nation-state incursions—organisations worldwide are investing more than ever to protect their systems, networks, and customer data. The United Kingdom, in particular, is emerging as a hub for advanced cyber defence, AI-driven threat detection, and compliance consulting. For international cyber security professionals, the UK offers a wealth of career opportunities, spanning financial services, government contracts, tech start-ups, and global corporations. However, stepping into the UK’s cyber security job market requires a clear understanding of the country’s visa and work permit processes. If you are an international candidate with expertise in areas like intrusion detection, penetration testing, or security architecture, navigating these immigration pathways can be daunting. This article aims to demystify the visa process—highlighting key routes, eligibility criteria, and practical tips—to help you seamlessly transition into the British cyber security ecosystem.