Customer Care & Success Specialist

Customer Support & Relationship Management

• Act as the main point of contact for assigned customers
• Build strong, long-term relationships and understand customer needs
• Ensure high levels of customer satisfaction and retention
• Handle inquiries, complaints, and service requests efficiently

Sales & Revenue Generation

• Drive recurring revenue growth by promoting and selling maintenance contracts and service agreements (renewals, upgrades, extensions).
• Proactively identify and convert warranty customers into paid maintenance contracts.
• Proactively identify customers without contract and offer and sell them maintenance contracts.
• Identify opportunities to upsell extended warranties, service upgrades, and additional coverage.
• Develop and maintain a strong pipeline of contract and service opportunities
• Identify opportunities to sell consumables and spare parts
• Proactively contact customers ahead of contract expiration
• Cross-sell and upsell based on usage patterns and customer needs
• Prepare and follow up on quotes and proposals

Customer Success & Retention

• Monitor customer usage and engagement
• Anticipate needs and recommend preventive maintenance solutions
• Reduce churn by ensuring customers see ongoing value
• Conduct regular check-ins or account reviews

Operations & Reporting

• Maintain accurate records in CRM systems (e.g., Servicemax,Salesforce)
• Track renewals, opportunities, and pipeline
• Report on KPIs such as renewal rate, upsell revenue, and customer satisfaction
• Collaborate with sales, technical support, and operations teams

Requirements & Skills

• Experience in customer service, inside sales, or account management
• Strong commercial mindset with proven upselling or cross-selling ability
• Excellent communication and negotiation skills
• Customer-focused with problem-solving abilities
• Ability to manage multiple accounts and priorities
• Familiarity with CRM tools and sales tracking systems

Education & Experience

• Bachelor’s degree in Business, Marketing, or related field (preferred)
• 2–4 years of experience in customer-facing roles with sales exposure
• Experience in technical products, equipment, or service contracts is a plus
• Relationship building
• Commercial awareness
• Proactivity and ownership
• Attention to detail
• Collaboration across teams
• Job Types: Full-time, Permanent
• Benefits:
• Company pension
• Free On-site parking
• Sick pay
• 25 Holidays + Bank Holidays
• Schedule:
• Monday to Friday
• Ability to commute/relocate:
• Birmingham office
• Experience: Customer care- 3 years (preferred)
• Work Location: In person

…