Customer Success Manager
As Utelize continues to grow, we are looking to expand our Customer Success Team and the Customer Success Manager will play a pivotal role in this.
Company Overview
Utelize is a specialist IT service provider, focused on helping large businesses to manage mobile devices (e.g. smartphones, tablets and laptops), mobile connectivity and support for their end-users. Our services and support help our customers to:
- Release their IT teams for strategic projects
- Optimise and reduce device, mobile connectivity and support costs
- Improve support for end-users to resolve device and connectivity issues
- Rapidly replace lost or damaged devices for fieldworkers
- Protect their businesses from IT security threats on mobile devices
- To adopt more sustainable ways of reusing and recycling mobile devices and technology
With 30% revenue growth year-on-year in 2023 & 2024 and our first acquisition completed in Q4 2024, there has never been a more exciting time to join us.
Based in Malvern and Crawley we are a team of 40+ with strong social values, who are focused on delivering innovative mobile solutions to corporate clients, which we support with excellent customer services.
Alongside our business objectives, we have raised over £200k to help build Solar Learning Labs in Africa with Computer Aid and we have planted more than 60,000 trees to offset the impact of mobile devices that we provide to our customers!
To support our continued growth and to achieve our objectives for 2026 we need experienced, customer focused people to join our growing team.
About the Role
Reporting to the Customer Services Director, you will manage a portfolio of customers, ensuring smooth and efficient delivery of services to support the business.
Responsibilities include:
- Operate as the first point of contact for a portfolio of customers, building and nurturing strong, long-term relationships through regular meetings and consistent engagement.
- Implement and maintain customer engagement plans, including periodic virtual (Teams) reviews and mobile network health checks.
- Monitor, action and follow through to resolution, actions deriving from customer engagement.
- Act as the escalation point for customer issues raised by the Support Team, ensuring prompt and effective resolution.
- Drive continuous service improvement initiatives by leveraging data and customer feedback.
- Support the seamless onboarding of new customers and the introduction of new services for existing clients.
- Work with the Customer Services Director to manage the full customer lifecycle, including renewals, to ensure sustained satisfaction and industry leading retention levels.
- Foster a culture of collaboration, continuous improvement, and customer-centric service delivery.
What we are looking for:
A confident, proactive, Customer Success Manager, who demonstrates an understanding of customer challenges, aligning the Utelize’s solutions to drive value.
Essential Experience & Education:
- Experience of managing a portfolio of 30+ customers.
- Experience of working for a fast growth telecoms or IT services company.
- Demonstratable evidence of retaining existing business and delivering new opportunities.
- A solutions-oriented, "can-do" mindset.
- Self-motivated and capable of working independently or as part of a team.
- Effective interpersonal skills to build rapport with cross-functional teams.
- Excellent Excel skills and ability to present data effectively
- Excellent organisational and communication skills
Desirable Experience:
- Mobile network and telecoms knowledge
What we Offer:
- Full time – competitive salary dependent on experience
- 25 Days Paid Holiday per annum plus Bank Holidays
- Discretionary Annual Bonus linked to key performance metrics for team
- Great location at Malvern Hills Science Park with free onsite parking
- Continuous learning and professional development opportunities
- Exciting and challenging projects with industry-leading clients
What we Offer
- Salary £30,000- £35,000 (depending on experience)
- 25 Days Paid Holiday per Annum (plus Bank Holidays)
- Hybrid working – we operate a minimum of 3 days per week on site at our Malvern Office (following accreditation)
- Due to the nature of this role we are unable to sponsor candidates and therefore all applicants should already hold the right to work in the UK
- Great location at Malvern Hills Science Park with onsite parking and cafe
Other Information
- All candidates will have to be willing to undergo employee screening
- Flexible working – we may consider part-time applications for this role
Job Types: Full-time, Permanent
Pay: £30,000.00-£35,000.00 per year
Benefits:
- Casual dress
- Company events
- Flexitime
- Free parking
- On-site parking
- Work from home
Ability to commute/relocate:
- Malvern WR14 3SZ: reliably commute or plan to relocate before starting work (required)
Application question(s):
- How many years Account Management experience do you have?
Education:
- GCSE or equivalent (preferred)
Experience:
- Customer service: 5 years (required)
Licence/Certification:
- Driving Licence (preferred)
Work Location: In person
