What You Will Do

What We Offer

• Competitive salary plus bonus plan
• 25 days holiday plus bank holidays
• Private healthcare
• Pension
• Life insurance
• Employee Assistance Program
• Employee referral scheme
• Employee discounts
• Cycle to Work scheme
• Discounts on Johnson Controls products
• Training and career development opportunities
• Supportive, collaborative and safety-driven culture

How You Will Do It

• Manage and develop relationships with key customer accounts, acting as the primary point of contact for customer success activities.
• Build a deep understanding of customer goals, operational requirements, and business challenges.
• Drive customer onboarding, adoption, retention, and satisfaction initiatives.
• Collaborate with Sales, Operations, Service, and Project teams to deliver a seamless customer experience.
• Monitor customer performance metrics, service levels, and account health indicators.
• Proactively identify risks, trends, and improvement opportunities, implementing action plans as required.
• Lead customer reviews, business updates, and service performance discussions.
• Support resolution of customer concerns and escalations, ensuring timely and effective outcomes.
• Utilise CRM systems and reporting tools to track activities, customer engagement, and business opportunities.
• Contribute to forecasting, account planning, and continuous improvement initiatives.
• Identify growth opportunities within existing accounts and support commercial discussions where required.

What We Are Looking For

Required

• Proven experience in Customer Success, Account Management, Service Management, or a related customer-facing role.
• Experience managing strategic or enterprise customer relationships.
• Strong stakeholder management and relationship-building skills.
• Excellent communication, presentation, and influencing abilities.
• Demonstrated ability to resolve complex customer issues and drive positive outcomes.
• Commercial awareness with an understanding of customer retention and growth strategies.
• Experience using CRM platforms and customer performance reporting tools.
• Strong analytical, organisational, and problem-solving skills.
• University degree or equivalent combination of education and experience.

Beneficial

• Experience working within industrial, manufacturing, building technologies, or service-based environments.
• Knowledge of customer success methodologies and best practices.
• Experience supporting regional or international customer accounts.
• Familiarity with forecasting, service planning, and commercial account reviews.
• Experience leading customer experience or continuous improvement initiatives.