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Technical Customer Relationship Manager

Technical Customer Relationship Manager

The Technical Customer Relationship Manager will be expected to take operational ownership of a number of key clients and will be the main point of contact / escalation ensuring that SLA's and contractual obligations are always met.

As the customer’s advocate within Semafone you will work closely with internal and external stakeholders to promote the requirements of the customer, whilst ensuring that Semafone’s needs are met.

You will gain a good understanding of the Customer’s environment in which the Semafone products are installed allowing you to manage issues and provide a proactive service helping to enhance the Customer:Semafone relationship and become a trusted advisor.

You will manage service improvement plans, driving positive metrics whilst managing the relationship with the client at a high level to ensure the solutions provided are always fit for purpose.

The role requires a pro-active, customer focused individual, who has a proven track record in delivering high-quality services to customers.

You will possess strong problem solving and communication skills, and be comfortable interacting with a broad range of customers, partners and colleagues.

This role will require a reasonable amount of travel – with attendance at regular (minimum quarterly) face to face meetings with clients.

Key Responsibilities;

  • Primary service delivery contact for a select few key clients
  • Provide a contact and escalation point for customers relating to operational and service delivery matters
  • Manage internal and external stakeholders effectively, resolving client issues and executing any SIP's agreed with the client
  • Work with the Operations & Technical teams to ensure standards are met, maintained and policies are adhered to
  • Provide clients with monthly and contractual performance reporting
  • Manage communications with customers, where necessary translating technical reports into business language appropriate for the audience
  • Identify areas for Service Management Improvement (continual improvement program)
  • Be a point of escalation for the customer for all Semafone related issues, engaging with appropriate internal teams when required
  • Work closely with customers and internal departments to provide solutions for technical issues
  • Attend meetings, presentations and conference calls to maintain and develop customer relationships

 If you have a track record of managing multiple and conflicting priorities, delivering success in a similar role within an IT or professional services business, strongly client focused, understands delivering high standards of client/customer service and knows how to delight a customer in a commercial context then this is the right role for you.


Key Competencies

  • Previous experience of working with large customers in complex technical environments
  • Able to manage multiple objectives at a time
  • Able to demonstrate experience of managing escalations
  • The ability to understand and translate the technical side of client environments and communicate effectively and persuasively at both C-Suite and technical engineer level (internally and externally)
  • Able to demonstrate exceptional written and verbal communication

Qualifications, Skills and Experience

  • Minimum 2 years of customer success experience or related Customer Service experience
  • Knowledge of Linux-based operating systems
  • Experience with diagnosing and resolving telecoms, VoIP, VPN and networking faults
  • Good experience with IP based topologies and technologies

The Semafone Person at their core is:

An enabler who works for the common Semafone goal. They are reliable, conscientious and effectively work as part of the team. They acknowledge and celebrate success, are always courteous and show their appreciation for others. They have a passion for collaboration and take time to listen to, care about and reward others. They are an ideas factory but remain realistic. They take action and are always security conscious. They live and breathe the company values, make time for fun and enjoy and embrace cultural diversity.

Benefits & Culture

We are a market leader in secure voice transactions and trusted by our customers and partners.  We are on a journey to secure all personal data.  We recruit diverse, ambitious, innovative people who want to grow in a supportive and collaborative environment.  We are passionate, work hard, have fun and celebrate success.

What we'll give you;

  • 25 Days Holiday
  • Competitive Salary
  • Up to 10% Bonus
  • 4 x Salary Life Insurance
  • Vitality Health Insurance
  • HealthShield Cash Back Plan
  • Employee Assistance Programme
  • Bespoke Discounts and Communications Hub
  • Up to 5% Contributory Pension

Semafone is well funded and growing fast, you’ll be joining an organisation that combines an entrepreneurial ‘start-up’ culture with the professionalism of a mature and established business. This is a fabulous opportunity to gain experience on a variety of commercial matters of an international business.

*All final interview candidates will be subject to a DBS check as a pre-condition of a potential offer of employment. Any information found will be considered when making the final hiring decision. Please be aware that the background check process will not go ahead without your written consent.

Or, know someone who would be a perfect fit? Let them know!


Pannell House
GU1 4HN Guildford Directions info@semafone.com 0845 543 0822

More than just a job...

Here at Semafone it's all about delivery and we pride ourselves in providing a flexible working environment which aims to support our staff as they journey through their career.  

For country-specific benefits check out each job role, but what else do you get besides your all important salary?

  • Bespoke Discounts & Communications Hub

    perkSTIR is our internal communications hub which houses a whole host of retailer discounts where you can literally save £/$000's a year!

  • Work / Life Balance

    We offer excellent time off benefits and promote flexible working whenever we can.

  • Great Physical Space

    We've got fabulous new offices in all locations. All mod-cons and tech'd up to the rafters it's a technologist's dream location.

  • Team Events

    We regularly get together as either individual teams, location-specific or the whole business. A highlight is our annual offsite, 'FraudSTIR' which involves internal and external presentations, team-building activities and lots of opportunities for socialising!

Workplace & Culture


Our company values aren't just words on a page to us.  They're intrinsic to the way we operate and vital to our success.  When they're effectively demonstrated wonderful things happen, so it's no wonder we recruit to our values and culture.


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