Client Success Executive Job Description:
The Client Success Executive will play a vital role in managing and nurturing client relationships, ensuring a seamless experience across a portfolio of accounts. This role will serve as the primary contact for client requests, coordinating with technical and sales teams to resolve issues, deliver insights, and maintain clear communication. By monitoring account activity, tracking renewals, and identifying opportunities for improvement or upselling, the Client Success Executive supports both client satisfaction and business growth.
Salary:
£26 - 30k Depending on experience
Reports To:
Head of Customer Success
Basic Functions:
Act as a point of contact for client account queries and requests, ensuring they are followed up and delegated appropriately.
Manage a portfolio of existing accounts, ensuring high levels of client satisfaction and consistent communication.
Proactively review and monitor clients to identify opportunities for upselling to modern or enhanced IT support packages.
Assist in preparing client review packs, usage summaries, and basic performance reports for periodic meetings.
Maintain accurate and up-to-date client records, agreements, and communication history in the CRM.
Additional Duties and Responsibilities:
Escalate technical or service-related issues to the relevant support or engineering teams, ensuring clients are kept informed throughout.
Track renewal dates, contract milestones, and recurring services for assigned clients.
Support the sales team with proposal generation, quotes, and document preparation for existing clients.
Help coordinate client satisfaction surveys and gather feedback to identify trends or potential risks to retention.
Collaborate with senior account managers to develop account growth plans and client engagement strategies.
Knowledge, Skills and or Abilities Required:
Proven experience in a customer-facing role such as account management, customer service, administration, or sales coordination.
Background in a service-led industry (IT, telecoms, SaaS, or similar) is desirable.
Experience managing multiple tasks or accounts in an organised, methodical way.
Familiarity with CRM systems, email management, and basic reporting tools.
Exposure to sales or business development activities, including identifying upsell or cross-sell opportunities.
Basic understanding of IT environments or managed services is an advantage (training will be provided).
Full UK Clean Driving License
Package:
Holidays: 20 days annual leave plus 8 bank holidays. Birthday off. Staff may choose either Christmas Eve or New Year's Eve as an additional paid day off. (This is currently under review)
Pension: Company contributes to employee pension scheme, subject to eligibility and statutory requirements.
Maternity/Paternity: Statutory maternity and paternity leave provided, with potential for enhanced support based on tenure and role.
PDP'S & training: Quarterly Personal Development Plans (PDPs) and regular 1:1 meetings to support career growth and training needs.
Themed social and charity days/team building: Organised social events such as race days, bowling nights, and charity-themed activities to promote team bonding.
Mental Health/referral program: Access to professional mental health services and referral programs for confidential support.
Uniform: Uniform includes 5 branded tops, 1 fleece, and 1 jacket provided upon joining and refreshed as needed.
Free drink and food: Complimentary snacks, hot and cold drinks, filtered water, and occasional paid lunches including breakfast options.
Onsite Parking: Free onsite parking available with easy walking access to the town Centre.
Charity payments: Company supports local charities chosen by staff, with regular fundraising and donation initiatives.
Employee of the month: Monthly reward vouchers distributed to staff in recognition of outstanding performance or contributions.
Sick pay: Paid sick leave available after probation period, subject to attendance triggers and company policy.
Death in Service: Death in service benefit provided to eligible employees, offering financial support to nominated beneficiaries.
Workforce Engagement: Company fosters a culture of engagement through regular feedback, recognition, and inclusive decision-making.
Environmental Policies: Commitment to sustainability through recycling initiatives, responsible printing practices, and energy awareness.
Flexible working: Hours permitted as long as adequate team coverage is maintained and operational needs are met.
Electric car scheme: Electric car salary sacrifice scheme available to eligible employees, supporting green commuting options.
Health Care: After 3 months - declared on P11D
The statements above are intended to describe the general nature and level of work being performed by people assigned to this job. Other duties may be assigned as needed. Only local candidates need to apply.
About You
Have what it takes
You know that being good isn't enough and have a love for learning new skills & techniques
Enthusiasm in all that you do
You love what you do & bring positive energy to the team, lifting others up if they are down.
Be remarkable
You're a great communicator who values being organised and well- presented.
Think different
You value inclusion - You're not afraid to speak up and share your ideas,
even if they are different from the norm.
Know how to succeed
You understand the importance of taking ownership of your own time
& tasks and value teamwork.
About Us
Our core values are what support our vision, shape our culture and reflect what we value most.
If you join the team, we expect you to embody our core values to help guide your decisions, actions and behaviours.
World-Class development..
To ensure that Think Cloud remains a leader in our industry, professional development is at the heart of what we do. We know that in order to be successful, our team need to have the skills and knowledge necessary to excel in their roles.
We provide world class training development covering
IQ - Skills Intelligence and Task-Aware
EQ - Emotional intelligence Others-Aware
PQ - Personal Intelligence Self-Aware.
The same tools are used inside Google, Microsoft, and other Fortune 500 Companies. All designed to help you sharpen your skills to be successful in your role.
Over Two Decades Trusted By Businesses
Our Journey To Think Cloud
Think Cloud is a multi award-winning "Britain’s 50 Best Managed IT Companies" team with over two decades of experience helping businesses,from Local Government, Education, Ministry Of Defence Supply Chain, Manufacturing, Engineering, and Financial sectors. We are now proud to support more than 150+ customers, working with a wide range of businesses that are the most innovative and creative in their respective fields.
To learn more about our story, check out this podcast where Dean, Scott, and Leon share stories on how Think Cloud was founded and the road ahead.
How to apply for this vacancy ....
Apply in writting via emailing your CV to HBTC (Hull Business Training Centre), our training, apprenticeships and recruitment partner :
Subject Line: Think Cloud - Client Success Executive
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