Job Description

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.