Job Description

About us

Questar is a provider of Telematics and other driver performance & operational improvement tools to many clients including central government, councils, police forces, fire services and NHS organisations. We also supply services to many commercial organisations such as vehicle manufacturers, insurance providers, leasing & rental companies, utilities, passenger transport providers, vehicle importers and fleet owners.

Purpose of the job

Maximise the lifetime value of Questar UK's customers by delivering a professional, proactive, and customer-centric experience. Acting as the primary point of contact throughout the customer lifecycle, the Customer Success Manager ensures a smooth onboarding process, drives adoption of Questar's telematics products, and fosters long-term client relationships that promote retention and satisfaction. Occasional UK travel may be required.

Lead and coordinate customer projects, aligning client objectives with internal goals and ensuring successful outcomes across deployments, support, and account growth.

Key Accountabilities

Deliver exceptional service to multiple clients concurrently, ensuring timely delivery of products and services. Plan and complete monthly satisfaction calls, meetings, and site visits, logging all activity in CRM. Manage customer concerns and complaints promptly, keeping clients informed on support ticket progress and resolutions. Provide tailored support and training to clients, helping them navigate Questar systems and achieve their retention goals. Identify and act on cross-sell and upsell opportunities to demonstrate added value Coordinate the successful rollout of installation phases, liaising with stakeholders and ensuring all equipment and requirements are in place. Produce implementation plans aligned with client needs, documented in CRM, acting as the key point of contact. Build and maintain trusted relationships with key customer and internal stakeholders. Maintain accurate and comprehensive project documentation to support ongoing delivery and handovers. Provide customised client reports and coordinate effectively with external stakeholders in line with contractual requirements. Develop or support delivery of bespoke training courses and educational materials for clients and internal stakeholders. Ensure all customer updates, actions, and tasks are logged and maintained within the CRM system. Confidently plan and prioritise when faced with conflicting demands, making independent decisions where required.

Experience, Knowledge & Qualifications Required

Experience delivering value through high-quality customer experience Proven ability to manage multiple client projects while maintaining strong attention to detail Experience in change management and process improvement initiatives Familiarity with various project management methodologies (e.g., PRINCE2, Agile) Ability to prioritise in fast-paced environments and make confident decisions independently Background in high-touch, delivery-focused environments with strong CSAT targets Proficient in Microsoft Excel and able to interpret/report on data Experience working with third-party vendors, contractors, and technical teams Skilled in the use of CRM systems for customer tracking, documentation, and reporting Comfortable working with engineering teams and overseeing field-based rollouts Technical aptitude related to telematics platforms or SaaS-based services Full British Driving Licence
Due to the nature of the customers, successful candidates need to pass Police vetting process.

Job Types: Full-time, Permanent

Pay: 34,000.00-38,000.00 per year

Additional pay:

Quarterly bonus
Benefits:

Company events Company pension On-site parking Private medical insurance Sick pay
Schedule:

8 hour shift Monday to Friday
Application question(s):

Do you have at least 3 years of residency in the UK. This is a requirement for NPPV clearance
Experience:

Account Management: 1 year (preferred)
Work authorisation:

United Kingdom (required)
Work Location: In person