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Strategic Customer Success Manager - £70,000-£80,000 plus £5k Bonus - Home-based
£70,000-£80,000 plus £5k Bonus - Home-based

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Strategic Customer Success Manager - £70,000-£80,000 plus £5k Bonus - Home-based

Looking for a Customer Relationship Manager who can bring a mix of Service Delivery and Account Management skills to manage and look after Tier 1 clients for a technology services provider with global reach. The company has annualised revenues of circa £350 million and over 6,500 customers.

We are looking for someone who has outstanding client facing skills, with the ability to cross sell, be the client confidant as well as being strong enough to not be a pushover on behalf of the company.

You will join an already thriving Customer Success team and will be allocated some of their top clients to manage immediately. There is clear career progression through the CSM team and very much pushed and looked for in the successful candidate.

Previous experience at an MSP is essential. If you do not have this your application will not be considered.

  • Owns the relationship with one or more larger strategic customers contracted services across the portfolio of Hosting, Network, Communications and Security services

  • Drive and own the recommendations for change in line with service reviews, own the challenge internally and externally with the customers to ensure that commitments are appropriate and managed to resolution

  • Manage to financial targets through customer P & L and is able to lead and direct to the benefit of the contract commitments

  • Overall accountability for client satisfaction (Net Promoter Score) and operational stability of client's environments

  • Effective resolution of all escalations including production of incident reports.

  • Accountable for meeting clients KPI's and SLA's.

  • Host customer weekly/monthly/quarterly service review meetings.

  • Produce weekly/monthly/quarterly governance reports.

  • Produce and manage appropriate documentation for bespoke support requirements.

  • Great organisational skills.

  • Fantastic time management

The successful candidate will have a background of managing multiple clients to an exceptional high level across a varied background of industries, we do not need experts in one area of business but across wide and diverse range.

  • Can lead strategic accounts and manage complex engagement governance

  • Consult with customers on organisational, and operational challenges with their systems.

  • Assist in referring, negotiating and maintaining services contracts, drive revenue opportunities and growth.

  • Drive continuous service improvement.

  • Manage and feed into financial targets where appropriate, ensuring that variable billing and service credit elements are delivered in a timely fashion.

  • This is an amazing opportunity for a driven dynamic individual with flexibility across the areas of expertise and industry who wants a role that will stretch them professionally as well as be very rewarding.

Please hit the button to Apply and / or call Will Martin 020 3950 9977 at InfraView for further info.

If this role is not for you please Register with us letting us know your preferences and will be in touch when the right role comes in

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