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Client Success Manager

Job Type Full time
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Who we are and what we do?

Business Systems is the UK’s largest and most well-established Independent Enterprise Communications Solutions Provider covering Monitor & Compliance, Workforce Engagement Management and Cloud Communications. We have built a strong reputation for delivering complex projects to our global clients and have an impressive client list including The Bank of England, HSBC and Shell.  We’ve been established for over 30 years and have offices in West London and the City of London.

As well as delivering & maintaining best in class capabilities from Enterprise vendors we also develop our own Products that help our clients on their digital transformation journey from on-premise to cloud platforms.  Our technical capabilities are complimented with strong client relationships which uniquely positions us to provide our clients with the best fit solution for their business.

Business Systems is large enough to have a strong reputation in Financial Services, Contact Centres and the Public Sector but is small enough that you will interact with senior managers and the leadership team daily as well as having the opportunity to make a big impact.

We believe our core values makes us what we are

People First – we know the importance of our people; People development, opportunity, motivation, and inclusivity are all critical pillars in our approach to People.

Expertise – we know our stuff and we bring a history of deep technical knowledge and combine it with an understanding of our client’s needs.

Collaboration – we work together internally and with clients. It’s the project (and how we run it), not the product that makes the difference.

Tenacity – we don’t give up no matter how difficult it becomes; we deliver on our promises.

Agility – we continually adapt, and we accept and build on change.

The role

As a Client Success Manager, you’ll work in a team of some of the smartest and most strategic thinking contact centre professionals and work with some of the most awesome brands. You will

  • Work with the technical, account management and sales teams to offer solutions to clients that will increase client’s revenue, generate operating efficiency and improving customer experience, thereby driving long-term account satisfaction and growth with BSL
  • Work with the client at C-level to Operational Level to surface strategic, operational and technical challenges and support technical teams to find solutions to these challenges
  • Work with clients and support them to achieve their business objectives and ensure that our products and services provide continued value to their business.

Ideally, we are looking for a candidate who has the following experience:

  • Contact Centre Operations, Consultancy and or Contact Centre Technology background – All technology businesses share similar core factors that we can teach you, but you will find it easier to understand our business and our client approach if you have worked client side. 

OR  

  • A Client Success role in a similar CC Technology services organisation with a track record of driving client success within complex client environments at C level and departmental levels.

Key Responsibilities:

    • Work with the sales and accounts teams and their clients on a continual basis to understand their business challenges and align our IT products and services with their business needs
    • Work with sales, service and product management to identify opportunities to delivery further value to the client and work with clients to produce business cases for solutions, improving revenue, efficiency and customer experience
    • Build a comprehensive map of all stakeholders in each client, maintain an understanding of their requirements and ensure that sales and service resources are aligned to them.
    • Work with marketing to support BSL’s regular client events, by finding speakers and identifying potential attendees from C level with our clients.
    • Be responsible for direct and colleague engagement and communication with clients to ensure the real and perceived value of our services is recognised, leading to renewal and potential for new business.
    • Provide feedback to Sales, Services, product and relevant Partners to optimise the product, client engagement processes and promotional messaging.  Create and contribute to Thought Leadership and marketing messaging within the business.
    • Generate interest for new or developing products by promoting new products and services to the client when appropriate.  Work with colleagues (.PS, Service, Finance) and partners and lead the production of formal proposals for the client when a new opportunity arises.
    • Support the Service Management team with the client renewals process, by proactively identifying perceived risk and potential growth.

Skills:

    • Strategic approach – you will be helping define transformation projects.
    • Relationship building – our clients are our best friends.
    • Problem solving.
    • Attention to detail.
    • Ability to work with clients to understand their business challenges.
    • Ability to understand technical product capabilities and to act as a product evangelist.
    • Creative thinker with the ability to troubleshoot issues quickly and effectively.
    • Strong team player as well as a proactive individual contributor.
    • Ability to grasp technical concepts and describe complex situations in simple business terms.
    • Proven ability to effectively influence, manage a group of client stakeholders.

What else you get

We are a company that understands the importance of a work life balance. Our culture is one that focuses on our Values, People First, Expertise, Collaboration, Tenacity and Agility and we try to be as flexible and pragmatic as possible about how the work gets done.

We are a growing company that is pivoting itself more and more towards cloud deployment and to rapidly expand this capability. A company that is on a significant growth curve and is keen to take on new ideas and apply them within the team and the broader organisation.

What’s in it for you?

To work for a medium-sized company with a friendly and supportive culture where you can sense a genuine passion amongst employees to deliver great solutions and continue to grow.

Salary, benefits, working hours and place of work:

    • Competitive salary (dependant on skills and experience)
    • Annual leave starting at 25 days (plus bank holidays)
    • Life insurance
    • Pension Scheme (matched contribution up to 5%)
    • Private Medical Cover (upon successful completion of probation period)
    • Location:  The successful candidate will be based at home but will be expected to travel to client sites nationally on a regular basis.
    • Full time hours working 09:00 to 17:30 (including 1-hour unpaid lunch) Monday to Friday. 

If you are interested in applying for this position, please email our HR department at [email protected] with a covering letter and CV.