About itas Itas in on a mission to deliver the perfect solution for their customers to empower them and give them the freedom to do what they do best. Trusted by our customers for over 20 years, itas has been built on referrals from customers and IT professionals that love the expert yet personal service we offer. Our expert teams are handpicked for their knowledge, great sense of humour and the fact that they are passionate about what they do. We invest in our people, whether that be coaching and mentoring or support with gaining professional qualifications (such as AAT) or other job specific qualifications, such as Sage product accreditations and other vocational courses, like ‘Train the Trainer ’. This has allowed us to promote from within on several occasions. Customer Success Manager As Customer Success Manager you'll be the driving force behind our customer’s success and utilisation of Sage products and finance solutions, managing multiple priorities across your accounts and liaising closely with the delivery and support team. You should be a great relationship builder with well-developed customer service skills (potentially gained in account management, operational or project management) and the ability to handle multiple concurrent contacts, requests and prioritise your own work You will be responsible for providing product support to our network of over 250 customers with dedicated ownership of your key allocated accounts ( you'll be the customer-focused hero they turn to for help). Importantly, you’ll use the customer knowledge you gain to contribute to our Customer education programme subsequently communicating product release timelines to customers and assisting with the embedding of new features. We’re invested in employee development and will fully support you to gain a thorough understanding of the products we sell, of our customers, and our company. Key Responsibilities Schedule regular meetings with customers to review their progress, address concerns, and provide guidance. Track how customers are using the software to ensure they are getting the most out of it. Reach out to customers with tips, best practices, and new feature updates to enhance their experience. Establish and maintain strong relationships with key stakeholders and decision-makers within the customer's organisation. Act as an advocate for the customer, ensuring their needs and feedback are heard and addressed. Collaborate with the support team to ensure customer issues are resolved promptly and effectively. Manage and escalate critical issues to ensure they are addressed by the appropriate teams within the company. Monitor contract renewal dates and work with customers to ensure a smooth renewal process. Identify opportunities for upselling additional features or services that can benefit the customer. Develop and implement strategies to reduce customer churn and increase customer loyalty. Identify at-risk customers and proactively address issues that may lead to dissatisfaction or churn. Essential Skills & Knowledge Thrive when you’re working in a methodical and analytical manner, using strong problem-solving skills, good judgment and initiative to determine and implement the best solutions. Be a strong team player with a collaborative approach who is energetic, enthusiastic, self-motivated, and adaptable, delegating appropriately to colleagues. Communicate effectively with internal and customer stakeholders of all levels Be systems and process-orientated, fast learner and ability to identify and stream line business process Show us verbal and written communication skills of the highest standard. Desirable Skills & Knowledge Preferably have a driving licence. Commutable to Mold, North Wales What we offer Amazing work environment Hybrid working Competitive Salary Casual dress and Uniform supplied 23 days annual leave including additional holiday for length of service Early finish two Fridays a month Birthday off Personal day off Company pension Health care cash plan: including Healthcare, wellbeing, high-street discounts, Employee Assistance Program Life insurance Free flu jabs Paid volunteer time Company events