Reporting to: Head of Customer Success
The Customer Success Manager will be aligned to key clients to oversee critical functions within the Managed Services department and to drive internal governance and external reporting. The focus of the role is to deliver exceptional customer experience in the most cost effective and efficient manner. You will be expected to form key relationships with and be an advocate for your clients and an ambassador.
Overall, responsibility is to ensure that the customer experience is exceptional, provide regular updates to customers during the incident resolution cycle and assist the technical teams in driving adherence to SLAs, inclusive of management of 3rd party vendors. Management of the customer in all respects and under any circumstances is critical, aligned with the management of internal resources, appropriate escalation, and ongoing communication with all parties. Core responsibilities are as follows:
Ensure that the right-fit Service Support and Service Delivery policies and processes are in place to meet individual Customer needs and make sure these are being met internally.
To own Incident, Request, Change and associated Escalation processes.
To take ownership of Major Incidents to ensure coordination of resolving parties, effective communication to stakeholders and post incident review in line with Major Incident Management process.
To monitor and assess performance to ensure we are meeting defined SLAs and KPIs and to prepare relevant reports in line with Customer requirements
To meet with Customer to cultivate feedback regarding the Managed Service and to facilitate any required improvements internally.
To facilitate service and support in projects impacting service areas (specifically 24/7 Operations) and ensuring service impact is minimised.
To drive internal service review meetings and facilitate third party service reviews covering performance, service improvements, quality, and processes to enable Continual Service Improvement.
Liaise with the Account Managers for the Customer, where appropriate and if you feel the circumstances require their notification or intervention on occasion.
Make recommendations to improve the client experience and/or manage the workflow inter-department. Escalate any issues related to engagement with engineers and receiving information/updates.
Manage third party Vendors, where relevant to the Customer. Escalate to the Head of Customer Success if the SLA is likely to be jeopardised in any way.
Information Security Management System- Adhere to Information Security Policies.
Skills & Experience: (include generic, specific sector, people management, languages etc.)
Experience working in a Managed Service Delivery Manager role
Experience of Managing high profile global clients.
Strong customer service ethic.
A strong understanding of Unified Communications, IP Telephony, LAN/WAN and broadband
Full clean driving licence
Ability to multi-task and work well under pressure
ITIL V3 Foundation qualification
Outstanding written and verbal communication skills
Initiative - The willingness to move things forward by taking action without needing to be asked and without due escalation.
Achievement Orientation - The determination to perform at the highest standard, aiming to exceed norms and expectation.
Customer Orientation - The ability to recognise both internal and external customers and the willingness to cooperate with them fully, to help them achieve their objectives.
Analysis - The ability to gather relevant information, notice relationships between different pieces of information, reason from cause to effect and generate effective solutions to practical problems.
Adaptability - The ability to maintain effectiveness in a rapidly changing environment and the willingness to respond quickly and positively to change.