customer success executive

Colt Technology Services Group Ltd.; London; On-site; EUR 40,000 - 80,000; Full time

Job description

Colt provides network, voice and data centre services to thousands of businesses around the world, allowing them to focus on delivering their business goals instead of the underlying infrastructure.

Why we need this role:

The Customer Success Executive is a pivotal, customer-facing role responsible for ensuring our largest enterprise clients achieve their critical business objectives through the strategic use of solutions.

By building long-term, value-driven relationships, this role navigates complex customer political landscapes and positions us as a trusted partner at all levels of the account.

Success is rooted in creating and implementing customer success plans that align with customer goals, driving knowledge sharing and internal action planning to deliver measurable business impacts.

This role works closely with Sales teams to ensure clear expectations of our solutions and experience, paving the way for us to become a strategic thought partner by sharing relevant insights and leveraging internal expertise at the right moments.

The Customer Success Executive also ensures seamless onboarding experiences, fosters ongoing customer engagement through regular touchpoints like reviews and training, and monitors key metrics such as usage data and renewal dates. They also effectively delegate tasks and drive accountability within support teams and partners to maintain alignment with sales strategies and customer success plans, always prioritizing the customer’s needs and business outcomes.

What you will do:

1. Product Adoption & Value Realization – Manage and monitor product use and adoption, making sure customer achieves desired outcomes
2. Develop a strong understanding of the customer’s business and challenges while sharing product expertise and mapping product features, benefits, and practical applications to unlock value and build trust
3. Proactively drive full value realization and satisfaction with current product set, providing a clear view of adoption and utilization portals and deploying product adoption accelerators
4. Serve as customer advocate to internal teams, communicating key feedback regarding product features, pricing models and internal policies/processes
5. Upsell, Cross-sell and Sales Alignment – with established trust and loyalty, seek to naturally progress and expand the partnership through identifying potential up-sell and cross-sell opportunities and engage sales accordingly
6. Educate customers of Colt’s technology roadmap while driving alignment to customer vertical trends, priorities, and objectives
7. Influence customers regarding product enhancements and technology evolution
8. Expand customer partnership through identifying and qualifying up-sell and cross-sell opportunities and engage sales and technical resources accordingly
9. Implement customer service changes and enhancements to Lumen products while understanding underlying business and value drivers
10. Risk and Renewal Management – Make renewal execution essentially a “non-event” by consistently mitigating risk, managing contract end dates, and resulting in revenue growth and customer loyalty
11. Implement comprehensive revenue management practices driving accountability and alignment to Colt's operations and financial goals
12. Proactively track and manage risk triggers through activating resolution treatment plans partnering with cross-functional support as needed
13. Own and execute renewal strategies emphasizing customer value achieved to date, value proposition of renewing services with a focus on healthy Colt profit margins
14. Implement customer credit management strategies minimizing risk, setting customer expectations, adhering to policy while protecting Colt revenue stream

What we're looking for:

1. Experience in working with complex, multi-divisional, international customers with spend of circa €1m per annum with our business
2. Comfortable presenting, consulting, and advising at C-level and other executives
3. Assertive verbal and written communications skills with ability to build long-term, strategic relationships (deep and wide) within organizations
4. Ability to work closely with the customer and effectively negotiate directly with the customer and internally on their behalf
5. Strong analytical skills with the ability to translate data into customer insights and leverage with customer engagement strategies
6. Experience in collaborating and guiding cross-functional teams (e.g. Sales, Product, Legal, Marketing, Service Delivery)
7. Brings strong technology and data networking knowledge with technical aptitude to stay current in evolving technology sector
8. Effective and confident decision making based on business and financial principles
9. Working knowledge of MS Office suite

Skills

1. Consultative Skills
2. Account Management
3. Product Suite Knowledge
4. Competitive Analysis
5. Relationship Management

Education

A bachelor’s or master’s degree in business administration, marketing or a relevant field (or equivalent experience)

What we offer you:

Looking to make a mark?

At Colt, you’ll make a difference. Because around here, we empower people. We don’t tell you what to do.

Instead, we employ people we trust, who come together across the globe to create intelligent solutions.

Our global teams are full of ambitious, driven people, all working together towards one shared purpose: to put the power of the digital universe in the hands of our customers wherever, whenever and however they want.

We give our people the opportunity to inspire and lead teams, and work on projects that connect people, cities, businesses, and ideas. We want you to help us change the world, for the better.

Diversity and inclusion

• Inclusion and valuing diversity of thought and experience are at the heart of our culture here at Colt. From day one, you’ll be encouraged to be yourself because we believe that’s what helps our people to thrive. We welcome people with diverse backgrounds and experiences, regardless of their gender identity or expression, sexual orientation, race, religion, disability, neurodiversity, age, marital status, pregnancy status, or place of birth.

Most recently we have:

• Signed the UN Women Empowerment Principles which guide our Gender Action Plan
• Trained 60 (and growing) Colties to be Mental Health First Aiders
• Please speak with a member of our recruitment team if you require adjustments to our recruitment process to support you. For more information about our Inclusion and Diversity agenda, visit our DEI pages.

Our benefits support you through all parts of life, for both physical and mental health.

• Flexible working hours and the option to work from home.
• Extensive induction program with experienced mentors and buddies.
• Opportunities for further development and educational opportunities.
• Global Family Leave Policy.
• Employee Assistance Program.
• Internal inclusion & diversity employee networks.

A global network

• When you join Colt you become part of our global network. We are proud of our colleagues and the stories and experience they bring – take a look at ‘Our People’ site including our Empowered Women in Tech.