Life in Customer Success at Resolution IT

Customer Success Manager, Ali Huntley, explains what it’s like working in Account Management at Resolution IT

Firstly, who are you and how long have you been at Resolution IT?

I am Alastair (Ali) Huntley and I have been working at Resolution IT for eight years. I joined the business as a trainee technician in 2016 where I was assigned to the helpdesk, which consisted of two people at the time, one of them being myself. I then quickly advanced to the role of technician, and then to senior technician in 2020.

In June of 2023 I was approached by the account management team and offered a position in the newly formed department of Customer Success. I have been working Resolution IT’s Customer Success Manager since.

What does your role consist of?

My role consists of engaging with my clients on a regular basis to ensure our partnership is going well and our service is meeting expectations. I review and discuss service performance, strategy, guidance, and anything else of importance.

As well as this, I work through a personalised account plan for each client, which outlines their future goals and objectives. The account plan exists as a great tool to ensure the support a client receives is fully aligned with their business strategy.

What’s your favourite part of your job?

Having spent the majority of my working career in customer service, I have a real passion for people. Partner this with my love for technology, and it really is the perfect job for me! I take great satisfaction in being a trusted contact here at Resolution IT, working on building relationships with my clients and driving their business forward. With my experience as an IT technician within this organisation, it provides me with a good understanding of what products and services are suitable for a client to resolve an issue or drive the business forward.

What’s your favourite part about working at Resolution IT?

The people and the culture. Being in the position I am means that I am regularly engaging with all of the teams here at Resolution IT, working on behalf of the client to ensure their needs are met. The business core values strongly align with my own.

What advice would you offer to anyone looking to begin a career in customer success?

Take the time to really understand how your customers operate, what their future goals are, and limiting factors that can be improved by the implementation of IT products and services that you are offering.  One of the most rewarding parts of the role in my opinion, is being that point of contact a client can always reach out to.

Thank you Ali! If you’d like to learn more about life at Resolution IT, visit our careers page.