Customer Success Manager

Location: Belfast

LOCATION - Belfast (Hybrid)

BUSINESS UNIT - Capita AiTO

• Competitive salary and bonus
• Help customers realise greater value from technology services
• You will have experience in customer success, service delivery, account management, client relationship management, managed services or technology services.

About the role

We're looking for two commercially minded customer leaders who can own strategic client relationships, influence delivery across Capita, grow the account and quickly understand the technology environment so our customers achieve maximum value from Capita AiTO services. You'll act as a trusted advisor, working with customers and internal teams to improve service performance, enable continuous improvement, manage risk and support long-term customer success.

• Must be based in Northern Ireland, able to travel to our Belfast Office (hybrid)
• Full, valid UK driving licence required, with the flexibility to travel to customer and Capita sites as needed

Job Description

What you'll be doing

• Managing customer relationships across the full-service lifecycle.
• Leading service reviews, governance meetings and customer forums.
• Monitoring KPIs, SLAs, customer satisfaction and service performance.
• Driving Continuous Service Improvement (CSI), optimisation and automation.
• Supporting onboarding, service transitions and transformation programmes.
• Managing risks, issues, escalations and compliance requirements.
• Owning operational, commercial, finance and technical teams.
• Monitoring cost-to-deliver performance, identifying opportunities for efficiency and ensuring services are delivered in line with financial, commercial and customer objective
• Supporting customer retention, contract renewals and growth opportunities.