Customer Success Manager

TN United Kingdom; Manchester; On-site; GBP 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a passionate Customer Success Manager to enhance customer experiences and drive service improvements. In this dynamic role, you will manage customer relationships, ensuring satisfaction and service excellence. You'll oversee service delivery, maintain SLAs, and identify opportunities for upselling. Your insights will help shape service offerings, while your leadership will foster collaboration across teams. If you're ready to make a significant impact in a fast-paced environment, this opportunity is perfect for you.

Qualifications

• Experience in Customer Success Management and service improvement.
• Strong analytical skills and ability to manage customer relationships.

Responsibilities

• Manage end-to-end customer relationships and drive service improvements.
• Deliver service reports and maintain customer satisfaction levels.

Skills

Customer Success Management

Service Improvement

Stakeholder Management

Statistical Analysis

ITIL v4 Best Practices

Education

Bachelor's Degree

Job description

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Are you passionate about delivering exceptional customer experiences and driving continuous service improvement? Do you thrive in a dynamic environment where you can make a real impact? If so, we have the perfect opportunity for you!

About the Role: As a Customer Success Manager at ANS, you will be at the forefront of ensuring our customers receive top-notch service and support. You will play a pivotal role in maintaining and increasing customer satisfaction levels, driving service improvements, and managing the end-to-end customer relationship for BAU activities. Your responsibilities will include:

Key Responsibilities:

Processes and Procedures:

• Own and resolve quality issues related to your customers.
• Maintain and enhance ANS’s Customer Satisfaction levels.
• Manage the Service Portfolio, including SDDs, Service Descriptions, Service Onboarding, and Service Reporting.
• Oversee customer-specific SLA and KPIs.
• Act as a point of contact and escalation for handovers from Projects to Service Desk.
• Participate in the final sign-off for project acceptance into BAU service.
• Create and own Service Disruption Reports (SDRs) for assigned accounts.

Service Management:

• Deliver SMRs and QBRs for assigned customers.
• Manage the E2E customer relationship for BAU activities.
• Drive higher DX scores across your customer base.
• Identify customer trends and drive continuous service improvement.
• Increase ANS support footprint within the customer’s support function.
• Own and coordinate Requests for Service (RFS) for assigned customers.
• Achieve annual targets set within Managed Services Cloud & Digital.
• Ensure ITIL v4 best practices are maintained.
• Provide root cause analysis for major incidents within contractual SLA.
• Manage Service Improvement Plans to meet contractual agreements.

Training and Accreditations:

• Maintain relevant technology and best practice knowledge through continual learning and certification.
• Demonstrate continual progression against Training and Development plans.

Statistical Analysis:

• Forecast renewals for assigned customers and provide regular updates.
• Identify risks to contract start dates and mitigate where possible.
• Provide insights based on services consumed by assigned customers.

People and Performance:

• Support Customer Success Architects (CSAs) in delivering their role within shared customers.
• Ensure quality of support, processes, services, and compliance management.
• Support Service Lead and Service Delivery Manager on projects as required.
• Stand in for other CSMs when needed.

Customer Focus:

• Maintain a customer-obsessed approach throughout the transition from Sales to Service and BAU engagement.
• Drive exceptional Customer Experience (CX) as evidenced by CSAT and NPS responses.
• Develop and maintain partnership approaches within assigned customers.
• Identify new opportunities for improved services and upsell within customer accounts.
• Drive increases in customer Cloud consumption and overall Cloud spend.
• Act as the primary escalation point for customer issues or complaints.

What We Need From You:

• Previous experience in Customer Success Management.
• Proven skills in the key responsibilities listed above.