Vacancy: Customer Success Executive - Full-time

The Customer Success Executive is responsible for the operational client relationship: mobilising new and materially changing accounts once a deal is signed, and providing day-to-day relationship management and first-line support once the account reaches steady state. 

As the client's primary operational point of contact - from first mobilisation through to ongoing service - the postholder is the human face of BCS's service delivery, setting the tone for new relationships and sustaining confidence throughout their lifetime, communicating clearly, proactively and professionally throughout. The postholder ensures onboarding, platform configuration, service set-up and ongoing service delivery are all delivered accurately, on time and to a consistently high standard, giving clients a confident start and sustained trust in their relationship with BCS.

Key responsibilities:

Client Onboarding & Mobilisation

• Act as the primary point of contact for day-to-day operational queries during onboarding and mobilisation.
• Lead the mobilisation of new or materially changing accounts once a deal is signed, including new-client assessment process set-up and initial system configuration.
• Own end-to-end RoleModel+ implementation for new and materially changing accounts - configuring client-specific role profiles, competency frameworks and assessment pathways, and setting up user accounts and access permissions ahead of go-live.
• Coordinate the fulfilment of onboarding commitments - including membership enrolments, platform access, assessments, consultant scheduling, implementation plan coordination and reporting.
• Maintain internal handover documentation and standards as accounts move from mobilisation into steady state.
• Proactively update clients on mobilisation progress, timelines and any risks or delays, so they always know where things stand.

Client Service Delivery

• Act as the primary point of contact for day-to-day operational queries once an account reaches steady state.
• Support Regional Directors and New Business Sales with onboarding, renewal and expansion processes, ensuring client data, contracts and entitlements are accurately configured.
• Coordinate the fulfilment of ongoing service commitments, including membership enrolments, platform access, assessments, consultant scheduling and reporting.
• Prepare and issue service usage reports, dashboards and summaries for clients and internal stakeholders.
• Process orders, contract administration and renewals, including quotes, purchase orders, invoicing and contract variations.

Operational Support

• Liaise with internal teams to ensure timely and accurate onboarding and service delivery.
• Monitor SLAs and service performance metrics across both mobilisation and steady-state accounts, escalating risks or delays where necessary.
• Maintain accurate and up-to-date client records throughout the client relationship to support visibility and continuity across teams.
• Maintain and improve standardised self-service onboarding resources, workflows, documentation and templates made available to all new customers.
• Provide first-line intake and triage for escalations, complaints and quality/audit queries.
• Support continuous improvement of Client Success workflows, documentation and templates, and contribute to automation and standardisation initiatives across Operations.

Sales, New Business and Account Management Support

• Provide operational insight, mobilisation status updates and client usage data to support Regional Directors and New Business Sales during handover, account reviews, renewals and expansion opportunities.
• Support product implementation for new, materially changing and existing accounts by providing service delivery detail, implementation plans, timelines and reporting agreed at the point of sale or renewal.
• Act as the bridge between Regional Directors/New Business Sales and the rest of Operations, ensuring commitments made during the sales process, at renewal or at expansion are delivered effectively.

Client Relationship Support

• Lead onboarding and mobilisation review meetings, and scheduled service calls and quarterly/monthly reviews once steady state is reached, following up on agreed actions in both cases.
• Collect and log client feedback throughout the relationship for analysis and service improvement.
• Maintain strong knowledge of all products to provide informed and accurate client support throughout the relationship.
• Proactively keep clients informed of relevant service updates, risks or changes, rather than waiting to be asked, so they always feel well looked-after.
• Represent BCS's professional standards and reputation in every client interaction, recognising that the quality of the relationship shapes the client's confidence in BCS as a whole.

BCS is dedicated to providing training and development to help all staff realise their potential, and also offer a generous benefit package.

BCS, The Chartered Institute for IT are committed to promoting equality at every opportunity as an employer. This statement and our policies are designed to ensure our recruitment and employment practices and procedures actively promote equality of opportunity and value diversity.

All applicants must be eligible to work in the UK upon application.

PLEASE NOTE: This vacancy may be removed before any listed closing date once a sufficient amount of applications have been received.

In the event that we receive a high number of applications for this vacancy, we may be unable to provide an individual response to every candidate, therefore if you haven’t heard back from us within 4 weeks of the closing date, please consider your application unsuccessful on this occasion.

No recruitment agencies please.

How to apply: Please apply by submitting your CV to careers@bcs.uk along with a cover note answering the following questions:

(a) Your area(s) of expertise & qualifications;

(b) Your experience and suitability for the role

We look forward to hearing from you!

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