Hamilton Barnes 🌳
Customer Success Specialist
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Customer Success Manager | Managed Services Provider (CCaaS/UC) | Remote
Salary: Up to £50,000 Basic per Annum
We're hiring a Customer Success Manager to backfill a role within a 7-person service delivery team. This isn't a service desk role - you'll own 15-20 CCaaS accounts, primarily on the NICE-CX1 platform, with direct responsibility for senior stakeholder relationships and driving adoption of what clients have already bought. The scope is evolving as the team shapes what "good" looks like for this function, so there's real room to influence how the role develops.
What's in it for you?
- A newly forming function within an established team - you'll help define the role, not just fill it
- ITIL certification funded by the business if you don't already hold it
- A small, close-knit service delivery team rather than a large, faceless department
- Genuine client-facing scope - senior stakeholder presentations and relationship ownership from day one, not queue management
- TOIL provided for out-of-hours client travel
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Responsibilities
- Manage 15-20 CCaaS accounts, primarily on the NICE-CX1 platform
- Work on-site with clients to maximise use of the components they've already purchased
- Identify and flag upsell opportunities for additional software features
- Lead senior stakeholder presentations and own the relationship day-to-day
- Travel nationally to client sites approximately twice a month
- Act as the client-first point of contact - proactive, not reactive
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Skills Required
- Customer Success background from an MSP - pure service desk experience is not suitable
- Focus on cloud and telephony platforms, not infrastructure or networking
- Warm, outgoing, confident communicator - comfortable presenting to senior stakeholders
- Full driving licence
Strong Differentiators
- Direct experience with NICE-CX1
- Experience with other CCaaS platforms (e.g. 8x8)
- ITIL certification (funded for the right candidate if not already held)
- Background at IPI or Route 101
This is a chance to shape a growing function inside an established MSP, with genuine client ownership from the start. If that's the kind of scope you're after, apply now!
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