Electrosonic
Customer Success & Onsite Services Manager About this position Electrosonic is Where Imagination Comes to Life. At Electrosonic, our team is composed of passionate, highly intelligent, and energetic individuals who are eager to make a difference. We provide an environment where you will be challenged and inspired daily. If you seek excitement and want to be part of something unique, we invite you to join our Electrosonian family. Together, we will continue to shape the future of technology-driven experiences. Main Purpose of Position The Customer Success & Onsite Services Manageris responsible forensuring customers achieve maximum value from their Audiovisual (AV) technology investments while leading the delivery of onsite managed services across assigned customer accounts. Acting as the primary post sales relationship owner, the role is accountable for customer satisfaction, service excellence, contract performance, renewals, and long term account growth. The role also provides direct line management and leadership to Electrosonic's onsite service teams located within customer environments across the UK. Working closely with Service Operations, Technical Support, Engineering, Sales, and Finance teams, the Customer Success & Onsite Services Manager drives customer success through proactive service management, data driven decision making, continuous improvement, and commercial stewardship. A key aspect of the role is analysing customer AV estate performance data to identify opportunities for system optimisation, lifecycle planning, technology refreshes, and preventative maintenance initiatives that improve uptime, reduce downtime, and maximise return on Key Responsibilities Customer Success & Account Management Act asa keypoint of contact for customers. Build andmaintainstrong relationships with customer stakeholders at operational and leadership levels. Develop and execute customer success plans aligned to businessobjectives. Conduct regular service reviews and business reviews. Track customer satisfaction, service performance, adoption trends, and overall account health. Manage customer escalations and ensuretimelyresolution of issues. Drive customer retention, renewals, and growth through upsell and cross sell opportunities. Onsite Team Leadership Provide line management, leadership, coaching, and development forElectrosonic'sonsite service teams across the UK. Manage employee performance,objectives, engagement, training, and career development. Foster a customer focused, high performing culture within distributed teams. Ensureappropriate staffinglevels, succession planning, and resource utilisation. Act as the primary escalation point for operational and personnel matters relating to assigned onsite teams. Service Delivery Monitor service performance and drive continual improvement initiatives. Work closely with Service Desk, Technical Support, Resource Management, and Engineering teams to ensure effective support delivery. Ensure compliance with health and safety, information security, and company policies. AV Estate Analytics & Lifecycle Management Analyse AV estate performance, utilisation, incident trends, asset health, and warranty information. Develop recommendations for upgrades, refreshes, replacements, and optimisation initiatives. Create lifecycle roadmaps and data driven proposals that improve service availability and operational performance. Support preventative maintenance strategies that maximise uptime and reduce downtime. Contract & Commercial Management Manage the full lifecycle of service contracts. Lead contract renewals, repricing activities, and service enhancement opportunities. Monitor contract performance, risks, profitability, and renewal opportunities. Support revenue retention and account growthobjectives. Maintainaccurateforecasting and provide regular operational and commercial reporting. Collaboration & Continuous Improvement Collaborate with Sales, Engineering, Service Operations, Finance, and other stakeholders to support customerobjectives. Support proposal development, pricing strategies, and service improvements. Identifyopportunities to improve processes, reporting, efficiency, and customer outcomes. Contribute to the continued development of Electrosonic'smanaged services offerings. Qualifications & Experience Minimum 5 years' experience in Customer Success, Service Delivery, Managed Services, Account Management, or related disciplines. Experience managing customer facing technical teams and services. Strong understanding of AV technologies, collaboration platforms, and managed service environments. Proven experience managing customer relationships, service contracts, renewals, and commercial performance. Strong analytical skills with the ability to interpret operational and asset data and translate findings into customer recommendations. Excellent communication, stakeholder management, and presentation skills. Strong organisational, leadership, and problem solving abilities. Experience using CRM, service management, and reporting platforms. Desirable CTS certification. ITIL Foundation or higher. PMP, PRINCE2, or equivalent certification. Experience within AV Managed Services or Systems Integration environments. Knowledge of Microsoft 365 collaboration technologies. Key Performance Indicators Success in this role will be measured through:Customer Satisfaction (CSAT) and Net Promoter Score (NPS). Customer retention and contract renewal rates. Contract profitability and revenue retention. Upsell and cross sell growth. AV estate optimisation and lifecycle planning outcomes. Employee engagement, performance, and retention within onsite teams. Additional Requirements Willingness to travel for customer meetings, site visits, and team engagement activities. Compliance with all company information security, health and safety, and operational policies. A day in the Life Inclusive Team Culture At Electrosonic we embrace our differences. We are committed to furthering our culture of Diversity, Equity and Inclusion. We are an equal opportunity employer that does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. Work/Life Balance Our team puts a high value on work life balance, offering a hybrid work environment, dependent of position. We believe maintaining the right balance between your personal and professional life is important to our team's overall well being. Career Growth We are dedicated to supporting our team members to grow a long term career with us. We have a broad mix of experience levels and tenures, and we support continuous learning and knowledge sharing. Compensation and Wellness The salary range for this role is dependent on skills, experience, and qualifications. We offer a full range of health and wellness benefits. Come be a part of a Global company that has been recognised for its superior and unsurpassed technology master planning and system integration. With unique global capability, we deliver highly complex world class projects, conference room technology, and executive briefing centres across a multitude of sectors.
Customer Success & Onsite Services Manager About this position Electrosonic is Where Imagination Comes to Life. At Electrosonic, our team is composed of passionate, highly intelligent, and energetic individuals who are eager to make a difference. We provide an environment where you will be challenged and inspired daily. If you seek excitement and want to be part of something unique, we invite you to join our Electrosonian family. Together, we will continue to shape the future of technology-driven experiences. Main Purpose of Position The Customer Success & Onsite Services Manageris responsible forensuring customers achieve maximum value from their Audiovisual (AV) technology investments while leading the delivery of onsite managed services across assigned customer accounts. Acting as the primary post sales relationship owner, the role is accountable for customer satisfaction, service excellence, contract performance, renewals, and long term account growth. The role also provides direct line management and leadership to Electrosonic's onsite service teams located within customer environments across the UK. Working closely with Service Operations, Technical Support, Engineering, Sales, and Finance teams, the Customer Success & Onsite Services Manager drives customer success through proactive service management, data driven decision making, continuous improvement, and commercial stewardship. A key aspect of the role is analysing customer AV estate performance data to identify opportunities for system optimisation, lifecycle planning, technology refreshes, and preventative maintenance initiatives that improve uptime, reduce downtime, and maximise return on Key Responsibilities Customer Success & Account Management Act asa keypoint of contact for customers. Build andmaintainstrong relationships with customer stakeholders at operational and leadership levels. Develop and execute customer success plans aligned to businessobjectives. Conduct regular service reviews and business reviews. Track customer satisfaction, service performance, adoption trends, and overall account health. Manage customer escalations and ensuretimelyresolution of issues. Drive customer retention, renewals, and growth through upsell and cross sell opportunities. Onsite Team Leadership Provide line management, leadership, coaching, and development forElectrosonic'sonsite service teams across the UK. Manage employee performance,objectives, engagement, training, and career development. Foster a customer focused, high performing culture within distributed teams. Ensureappropriate staffinglevels, succession planning, and resource utilisation. Act as the primary escalation point for operational and personnel matters relating to assigned onsite teams. Service Delivery Monitor service performance and drive continual improvement initiatives. Work closely with Service Desk, Technical Support, Resource Management, and Engineering teams to ensure effective support delivery. Ensure compliance with health and safety, information security, and company policies. AV Estate Analytics & Lifecycle Management Analyse AV estate performance, utilisation, incident trends, asset health, and warranty information. Develop recommendations for upgrades, refreshes, replacements, and optimisation initiatives. Create lifecycle roadmaps and data driven proposals that improve service availability and operational performance. Support preventative maintenance strategies that maximise uptime and reduce downtime. Contract & Commercial Management Manage the full lifecycle of service contracts. Lead contract renewals, repricing activities, and service enhancement opportunities. Monitor contract performance, risks, profitability, and renewal opportunities. Support revenue retention and account growthobjectives. Maintainaccurateforecasting and provide regular operational and commercial reporting. Collaboration & Continuous Improvement Collaborate with Sales, Engineering, Service Operations, Finance, and other stakeholders to support customerobjectives. Support proposal development, pricing strategies, and service improvements. Identifyopportunities to improve processes, reporting, efficiency, and customer outcomes. Contribute to the continued development of Electrosonic'smanaged services offerings. Qualifications & Experience Minimum 5 years' experience in Customer Success, Service Delivery, Managed Services, Account Management, or related disciplines. Experience managing customer facing technical teams and services. Strong understanding of AV technologies, collaboration platforms, and managed service environments. Proven experience managing customer relationships, service contracts, renewals, and commercial performance. Strong analytical skills with the ability to interpret operational and asset data and translate findings into customer recommendations. Excellent communication, stakeholder management, and presentation skills. Strong organisational, leadership, and problem solving abilities. Experience using CRM, service management, and reporting platforms. Desirable CTS certification. ITIL Foundation or higher. PMP, PRINCE2, or equivalent certification. Experience within AV Managed Services or Systems Integration environments. Knowledge of Microsoft 365 collaboration technologies. Key Performance Indicators Success in this role will be measured through:Customer Satisfaction (CSAT) and Net Promoter Score (NPS). Customer retention and contract renewal rates. Contract profitability and revenue retention. Upsell and cross sell growth. AV estate optimisation and lifecycle planning outcomes. Employee engagement, performance, and retention within onsite teams. Additional Requirements Willingness to travel for customer meetings, site visits, and team engagement activities. Compliance with all company information security, health and safety, and operational policies. A day in the Life Inclusive Team Culture At Electrosonic we embrace our differences. We are committed to furthering our culture of Diversity, Equity and Inclusion. We are an equal opportunity employer that does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. Work/Life Balance Our team puts a high value on work life balance, offering a hybrid work environment, dependent of position. We believe maintaining the right balance between your personal and professional life is important to our team's overall well being. Career Growth We are dedicated to supporting our team members to grow a long term career with us. We have a broad mix of experience levels and tenures, and we support continuous learning and knowledge sharing. Compensation and Wellness The salary range for this role is dependent on skills, experience, and qualifications. We offer a full range of health and wellness benefits. Come be a part of a Global company that has been recognised for its superior and unsurpassed technology master planning and system integration. With unique global capability, we deliver highly complex world class projects, conference room technology, and executive briefing centres across a multitude of sectors.
Electrosonic
Electrosonic is Where Imagination Comes to Life. At Electrosonic, our team is composed of passionate, highly intelligent, and energetic individuals who are eager to make a difference. We provide an environment where you will be challenged and inspired daily. If you seek excitement and want to be part of something unique, we invite you to join our Electrosonian family. Together, we will continue to shape the future of technology-driven experiences. The Position: We are currently looking for a Senior AV Installer/ Site Supervisor in our Dartford office. In this role, you will achieve an exemplary record for health and safety for all activities onsite and ensure Installation, Commissioning and Onsite Programming activities are completed On Time, on budget and to the clients overall satisfaction. All work must be carried out in accordance with Electrosonic Quality Procedures evident through successful audits. As Senior Installer/ Site Supervisor, you will ensure the Client and Project Manager are kept fully informed about progress, status, risks and issues onsite. What you will be doing Lead AV installation activities through to project completion, providing clear direction to Electrosonic personnel and contractors to ensure delivery to specification and schedule. Supervise on-site teams, ensuring compliance with project plans, company standards, and safety requirements. Work from technical drawings, schematics, and site plans to execute and oversee high-quality AV installations and commissioning. Effectively manage BIW (electronic collaboration tools), project plans, and documentation to support clear, timely communication across stakeholders. Liaise closely with Project Engineers, Project Managers, clients, main contractors, and trades to coordinate technical aspects and resolve on-site challenges. Maintain flexibility in responding to project changes, escalating variations to the Project Manager for proper evaluation and cost control. Proactively plan and coordinate the delivery of materials and equipment to meet on-site demand. Track and report on commissioning milestones, site status, and potential risks to support timely decision-making. Identify opportunities for efficiency improvements and cost control to help prevent project overruns. Drive improvements to working practices and provide constructive feedback to Project Engineers and Managers throughout the project lifecycle. Lead on-site health and safety practices by preparing and delivering Risk Assessments, Method Statements, and Toolbox Talks, ensuring full compliance with company policies and legal standards. Conduct site surveys to support risk management and contribute to accurate project quotations. What you will bring to the role Demonstrated ability to work independently and take initiative, while confidently leading teams within a construction site environment. Proven capability to manage on-site activities to meet specifications, deadlines, and budgeted hours. Displays a proactive mindset with strong leadership skills and the ability to motivate others on site. Highly organised and adaptable, able to manage a range of tasks and shifting priorities throughout the working day. Excellent communication skills with proficiency in Microsoft Project, Excel, Outlook, Word, and electronic collaboration tools such as BIW (or equivalents). In-depth knowledge of 1st and 2nd fix AV installations, including commissioning, programming, and handover. Able to follow direction from engineers and managers while also applying lateral thinking to provide practical engineering solutions and make sound decisions independently. Confident in interpreting schematics, terminating sheets, site plans, and projector drawings. Strong mechanical skills with the ability to demonstrate and promote best practices on site. Resilient and flexible, able to respond effectively to varied and changing site conditions or project demands. Able to prioritise tasks effectively and perform well under pressure. Holds a clean, full UK driving licence and is willing to travel and work away from home as required. Demonstrable experience in production, wiring methods, and AV or M&E installation supervision. Background in AV, electrical, electronic, or construction contracting industries preferred. Holds relevant Health & Safety certifications (e.g., IOSH, NEBOSH, CITB) and demonstrates a commitment to safe site practices. What we offer Excellent opportunities for career development Investment in your learning and development Friendly and supportive working environment At Electrosonic, diversity, equity and inclusion (DEI) are fundamental to our mission of designing, building, and supporting innovative technology solutions that create lasting experiences where people live, work, and play.
Electrosonic is Where Imagination Comes to Life. At Electrosonic, our team is composed of passionate, highly intelligent, and energetic individuals who are eager to make a difference. We provide an environment where you will be challenged and inspired daily. If you seek excitement and want to be part of something unique, we invite you to join our Electrosonian family. Together, we will continue to shape the future of technology-driven experiences. The Position: We are currently looking for a Senior AV Installer/ Site Supervisor in our Dartford office. In this role, you will achieve an exemplary record for health and safety for all activities onsite and ensure Installation, Commissioning and Onsite Programming activities are completed On Time, on budget and to the clients overall satisfaction. All work must be carried out in accordance with Electrosonic Quality Procedures evident through successful audits. As Senior Installer/ Site Supervisor, you will ensure the Client and Project Manager are kept fully informed about progress, status, risks and issues onsite. What you will be doing Lead AV installation activities through to project completion, providing clear direction to Electrosonic personnel and contractors to ensure delivery to specification and schedule. Supervise on-site teams, ensuring compliance with project plans, company standards, and safety requirements. Work from technical drawings, schematics, and site plans to execute and oversee high-quality AV installations and commissioning. Effectively manage BIW (electronic collaboration tools), project plans, and documentation to support clear, timely communication across stakeholders. Liaise closely with Project Engineers, Project Managers, clients, main contractors, and trades to coordinate technical aspects and resolve on-site challenges. Maintain flexibility in responding to project changes, escalating variations to the Project Manager for proper evaluation and cost control. Proactively plan and coordinate the delivery of materials and equipment to meet on-site demand. Track and report on commissioning milestones, site status, and potential risks to support timely decision-making. Identify opportunities for efficiency improvements and cost control to help prevent project overruns. Drive improvements to working practices and provide constructive feedback to Project Engineers and Managers throughout the project lifecycle. Lead on-site health and safety practices by preparing and delivering Risk Assessments, Method Statements, and Toolbox Talks, ensuring full compliance with company policies and legal standards. Conduct site surveys to support risk management and contribute to accurate project quotations. What you will bring to the role Demonstrated ability to work independently and take initiative, while confidently leading teams within a construction site environment. Proven capability to manage on-site activities to meet specifications, deadlines, and budgeted hours. Displays a proactive mindset with strong leadership skills and the ability to motivate others on site. Highly organised and adaptable, able to manage a range of tasks and shifting priorities throughout the working day. Excellent communication skills with proficiency in Microsoft Project, Excel, Outlook, Word, and electronic collaboration tools such as BIW (or equivalents). In-depth knowledge of 1st and 2nd fix AV installations, including commissioning, programming, and handover. Able to follow direction from engineers and managers while also applying lateral thinking to provide practical engineering solutions and make sound decisions independently. Confident in interpreting schematics, terminating sheets, site plans, and projector drawings. Strong mechanical skills with the ability to demonstrate and promote best practices on site. Resilient and flexible, able to respond effectively to varied and changing site conditions or project demands. Able to prioritise tasks effectively and perform well under pressure. Holds a clean, full UK driving licence and is willing to travel and work away from home as required. Demonstrable experience in production, wiring methods, and AV or M&E installation supervision. Background in AV, electrical, electronic, or construction contracting industries preferred. Holds relevant Health & Safety certifications (e.g., IOSH, NEBOSH, CITB) and demonstrates a commitment to safe site practices. What we offer Excellent opportunities for career development Investment in your learning and development Friendly and supportive working environment At Electrosonic, diversity, equity and inclusion (DEI) are fundamental to our mission of designing, building, and supporting innovative technology solutions that create lasting experiences where people live, work, and play.
