Customer Success Specialist

Customer Success is responsible for delivering a professional, efficient, and customer-focused service across all customer interactions. Acting as the first point of contact, the role supports customers throughout the transactional journey, ensures accurate and timely processing of quotations, orders, and Customer Change and Service Requests, and works closely with operational and internal teams to deliver a smooth customer experience.


The role plays a key part in ensuring customers find DeterTech easy to do business with while supporting revenue generation and maintaining high service quality.
Key Responsibilities
Customer Contact & Transactional Support


Act as the first point of contact for customer enquiries, providing a friendly, professional, and responsive service.
Conduct comprehensive off-site surveys for customers, assessing requirements and identifying appropriate solutions.
Manage transactional customer accounts, ensuring accurate information and timely support.
Handle inbound and outbound customer communications across agreed channels (e.g., phone, email, online platforms).
Maintain clear, accurate records of customer interactions within CRM systems.

Commercial Support


Support field-based sales colleagues, Customer Solutions Specialists, and Operations by coordinating customer information.
Prepare and issue quotations following customer surveys, converting quotes into orders where possible.
Raise SmartWater quotations, including Trademark Licences, ensuring all documentation is accurate and complete.
Converting quotations into orders where possible.
Ensure pricing, orders, and customer details are processed in line with agreed procedures and commercial guidelines.

Customer Follow-Up & Retention


Conduct follow-up calls after installations to confirm customer satisfaction and identify any issues.
Proactively manage Customer Change and Service Requests, ensuring completion within an agreeable timeframe for the customer and the business.
Escalate issues or risks appropriately to protect customer experience and revenue.
Oversee the management of purchase orders across assigned accounts in collaboration with Finance, Sales and Credit Control.
Incident follow up calls

Service Delivery


Schedule on-site surveys, installations and uninstallations to meet customer and operational needs.
Proactively identify and prevent off-hires or service failures across assigned accounts that could impact customer satisfaction or revenue.
Prepare and issue RAMs for installations to meet customer and operational requirements.
Review and ensure all installations on ARC meet quality standards
Review maintenance reports and schedule onsite visits

Collaboration & Continuous Improvement
Resilient and calm under pressure, with the ability to handle challenging situations professionally.
Dynamic, reactive and flexible.
Strong problem-solving skills and attention to detail.
Confident communicator with good interpersonal skills, both written and verbal.
Organised and reliable, with the ability to manage multiple tasks and priorities effectively.
Comfortable using CRM systems and customer service software.
Values-driven, demonstrating integrity, professionalism, and accountability at all times.

Key Measures of Success


Customer Experience: Positive feedback and high levels of customer satisfaction.
Order Conversion: Effective conversion of quotations into confirmed orders.
Process Compliance: Accurate all records and adherence to procedures and service standards.
Team Contribution: Effective collaboration and support to colleagues across functions.
About DeterTech
We specialize in delivering innovative solutions and exceptional services to meet the diverse needs of our clients. With a strong commitment to quality and customer satisfaction, we strive to exceed expectations and drive success in every project we undertake.

Department
Customer Success
Employment Type
Contract / Temp
Location
UK
Workplace type
Onsite
Compensation
£27,000 - £30,000 / year