Customer Engagement Partner

Customer Engagement Partner

Permanent

Location: Home Based / Hybrid

Salary: £55,000 - £58,000 (+ benefits)

We are looking to recruit a Customer Engagement Partner for a leading software company. This is an excellent opportunity for someone who is a natural problem-solver who thrives on making things better for customers.

It is a great role for someone who has worked in a software house environment in Customer Success, Service Delivery, Account Management or Business Partnering seeing a new challenge.

The Customer Engagement Partner will act as the key link between customers and internal teams. You'll be the person who ensures every query related to my client's products-whether it's a finance question, a service request, or something more complex-gets the right attention, the right response, and the right outcome.

This is a chance to join a newly established Customer Success function and help shape how my client communicate, collaborate, and deliver value to their customers.

This is a hybrid role with approximately once a week based in an office - either in London, Bristol, Birmingham, Leeds or Manchester.

What you'll be doing

• Acting as the bridge between customers and internal teams, ensuring all requests are managed efficiently and with accountability.
• Handling incoming queries, funnelling straightforward requests through Level 1 teams and managing more complex issues directly.
• Collaborating with finance, product, engineering, delivery, and service teams to gather accurate, high-quality responses.
• Reviewing and validating all outbound communication to ensure clarity, consistency, and completeness.
• Building strong, trust-based relationships with customers-becoming a reliable and proactive point of contact.
• Identifying trends, recurring issues, and bottlenecks, feeding insights into continuous improvement initiatives.
• Supporting communication around new processes, products, or changes, ensuring customers receive clear and timely updates.
• Providing regular reporting and insight to leadership on engagement trends and customer experience.

What you'll bring

• Experience in customer engagement, service management, account management, or business partnering-ideally in a tech or software environment.
• Strong communication skills with the ability to handle both technical and non-technical conversations.
• Excellent organisational ability-you'll juggle multiple priorities with confidence.
• A customer-first mindset and a passion for improving how things work.
• Experience using CRM and service tools (e.g., Salesforce, ServiceNow, Jira).
• Ability to handle pressure, manage difficult conversations, and defuse complaints with professionalism.
• Comfortable working across geographically distributed teams and with multiple stakeholders.