What You Will Do
As a Customer Success Manager for ShopperTrak, you will be the primary point of contact for a portfolio of retail customers, helping them maximise value from our digital retail, traffic analytics and data-led solutions. You will build trusted customer relationships, drive service excellence, support customer retention, and work closely with sales, technical support, service and operations teams to ensure a first-class customer experience. This is a hybrid role covering customer accounts across the UK, with an expectation to work from our Solihull office one day per week and travel to customer sites as required.
What We Offer
• Competitive salary plus bonus plan
• 25 days holiday plus bank holidays
• Pension
• Life insurance
• Employee Assistance Program
• Employee referral scheme
• Employee discounts
• Cycle to Work scheme
• Discounts on Johnson Controls products
• Training and career development opportunities
• Supportive, collaborative and safety-driven culture
How You Will Do It
- Act as the trusted advisor and primary contact for assigned customer accounts.
- Build and maintain strong customer relationships to enhance satisfaction, adoption and retention.
- Manage customer enquiries, complaints and service requests through to successful resolution.
- Proactively monitor customer accounts to identify risks, opportunities and areas for improvement.
- Collaborate with technical support, engineering and operational teams to resolve complex issues.
- Maintain accurate records of customer interactions, actions and outcomes within CRM systems.
- Conduct regular business reviews and performance meetings with customers.
- Support customer onboarding, training and ongoing engagement initiatives.
- Escalate critical issues appropriately and ensure timely customer communications throughout.
- Identify opportunities to increase customer value through additional services, solutions and best practice recommendations.
- Analyse customer data and insights to support informed decision-making and continuous improvement.
What We Are Looking For
Required
- Minimum 3 years’ experience in customer success, account management, technical support or a similar customer-facing role.
- Strong relationship-building and stakeholder management skills.
- Experience handling customer enquiries, complaints and escalations
- Excellent communication, presentation and problem-solving abilities
- Strong interest in technology, AI, data analytics and digital solutions.
- Highly organised with the ability to manage multiple priorities effectively.
- Proficient in CRM systems and Microsoft Office applications.
- Willingness to travel across the UK as required.
Beneficial
- Experience within the retail sector, particularly in customer-facing or store management environments.
- Understanding of retail operations, shopping centres or customer performance metrics.
- Experience in a service-driven or technical support environment.
- Knowledge of connected technologies, smart solutions or data analytics platforms.
- Customer Success, Account Management or Project Management certifications.
About Us
At Johnson Controls, we transform the environments where people live, work, learn and play. From optimizing building performance to improving safety and enhancing comfort, we deliver innovative solutions that help create smarter, healthier, and more sustainable buildings. Our global team is committed to creating exceptional customer experiences and helping our customers achieve their operational and sustainability goals through innovative technology and services.
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