Expereo is looking for a Customer Success Manager to play a pivotal role in overseeing the service experience for our major wholesale partners. In this position, you’ll provide proactive service management support across multiple customers, acting as a key liaison between clients, internal teams, and global service providers.
What You'll Do
- Provide short-term service management to wholesale customers, ensuring they stay informed and supported.
- Take ownership of service issues, working with customers and internal teams to resolve problems quickly.
- Conduct regular service reviews, providing insights into performance and future enhancements.
- Own complex service problems like billing discrepancies and drive resolution through targeted improvement plans.
- Track service performance against agreed SLAs and KPIs, spotting and fixing issues early.
- Act as the customer advocate within Expereo, ensuring feedback and issues are addressed effectively.
- Drive operational efficiency by identifying opportunities for automation and process optimisation.
What We're Looking For
- Strong analytical skills with the ability to interpret data, identify trends, and drive data-driven decisions.
- Proactive and entrepreneurial mindset with a focus on continuous improvement.
- Self-starter able to operate independently and take the initiative.
- Proven experience working within a client-facing role.
- Ability to anticipate customer needs and proactively address concerns.
- Excellent communication and stakeholder management skills, with the ability to interact at all levels.
- Ability to take on constructive feedback and integrate it into daily tasks.
Nice to Have
- Experience working across internal business processes and developing stakeholder contacts.
- Familiarity with ITIL best practices and service management frameworks.
- Fluency in English, with additional European languages a plus.
Team & Environment
You’ll be working in partnership with and supporting the Wholesale Account Management team.
Benefits & Compensation
- Private Health Insurance
- Pension Plan
- Paid Time Off
- Performance Bonus
Expereo is an Equal Opportunities employer who aims to support and celebrate every employee. We respect and support all of our people regardless of background, religion, nationality, sexual orientation, age, or physical condition.
