Job Description

The role

As a Senior Customer Excellence Manager, you will be the primary point of contact for a portfolio of clients, ensuring that our clients receive exceptional service and value. You will be responsible for developing and executing strategies that enhance customer satisfaction, retention, and growth, while acting as a senior escalation point and trusted advisor to key clients.

Our product categories are IT Infrastructure, Communications, Security & Compliance, Legal Tech Software, Solutions and Strategy. With specific focus on our Managed Desktop Solutions and Technology Applications.

The Senior Customer Excellence Manager role is an office-based role in our Sheffield office. There will also be the requirement to travel to customer sites on an ad hoc basis UK wide.

Key Responsibilities:

Ensure as a Senior Customer Excellence Manager you deliver outstanding client experiences. Develop and implement customer success strategies aligned with business goals and service excellence standards. Build and maintain strong relationships with senior stakeholders across a portfolio of high-value clients. Oversee service reviews, strategic planning sessions, and continuous improvement initiatives. Act as a senior escalation point for complex client issues, ensuring swift and effective resolution. Collaborate with technical, sales, and project delivery teams to ensure seamless service delivery. Analyse customer feedback and service metrics to drive improvements and innovation. Contribute to the development of new service offerings and customer engagement models. Report on customer satisfaction, retention, and account performance to senior leadership.

Required skills and experience:

Extensive experience in customer success, account management, or service delivery leadership within an IT MSP or technology services environment. Strong understanding of IT infrastructure, cloud services, cybersecurity, and managed services. Exceptional communication, negotiation, and stakeholder management skills. Analytical mindset with the ability to interpret data and translate insights into action. Proficiency in CRM and service management tools.

Desirable:

ITIL certification or experience with ITIL-based service management. Experience working with enterprise clients or regulated industries. Familiarity with customer experience metrics.
If you do not have all the above skills and experience, we would still be interested in hearing from you as we are able to provide training and development opportunities to grow within our teams.

Who are etiCloud?

etiCloud - Delivering tomorrow's technology, today..

Data security is more important than ever. That's not going to change. So you need a company that understands your business needs, and that you can trust to take care of them. But you don't have to take our word for our reliability, security and professionalism (or even the many kind words from our clients), etiCloud is part of the elite top 1% of worldwide business with ISO accreditation.

Our ISO 27001 accreditation relates to our defined and implemented best-practice information security processes. So you can be sure that your data, and that of your clients, is secure.

We're equally proud of our ISO 9001 accreditation as an integral part of it is customer satisfaction. It demonstrates our commitment to our customer-led approach - one of the reasons we've built, and continue to build, our business on referrals.

Why join etiCloud?

Joining

etiCloud Ltd

isn't just about getting a job--it's about growing a career with one of the UK's leading cloud-based IT providers. You'll be supported every step of the way in a friendly, professional environment where your development matters. Here's what you'll get when you become part of our team:

Uncapped commission structure

- OTE of circa 80,000 p/a

Competitive Pay

- We offer a salary that reflects your potential, with regular reviews to reward your progress.

Annual Bonus

- Get recognised for your hard work with a yearly company bonus.

Career Growth

- We're big on development. You'll have access to training, support, and opportunities to grow your skills and move up.

25 Days Off

- Enjoy 25 days of annual leave, plus bank holidays, to relax and recharge.

Pension Scheme

- Plan for your future with our company pension.

Friendly Vibes

- Work in a supportive, down-to-earth team that's always ready to help.

Modern Office

- Our Sheffield office is secure, stylish, and comes with kitchen facilities and a coffee machine to keep you fuelled.

Free Parking

- No need to stress about parking--we've got free onsite spaces.
Apply now and take your next step in the world of tech with etiCloud!

Job Types: Full-time, Permanent

Pay: 35,000.00-40,000.00 per year

Benefits:

Casual dress Company events Company pension Employee mentoring programme Free parking On-site parking
Application question(s):

Do you have the right to work in the UK without Visa Sponsorship now or in the future?
Experience:

Customer Excellence / Account Management : 3 years (required)
Work Location: In person