Customer Success Manager ITIL, SLA, MSP

OCC Group; Stafford; On-site; GBP 40,000 - 60,000; Full time

Job summary

OCC Group in the United Kingdom is seeking a Customer Success Manager - Team Leader to build trusted relationships with external clients, align services with client outcomes, and drive high ROI. You will lead a small team and run governance forums.

You should have experience in customer-facing roles within managed services or complex IT environments, strong communication, ITIL experience, and the ability to manage SLAs and service lifecycle.

Qualifications

• Experience in a customer-facing role within managed services or complex IT environments.
• Strong governance, risk management and customer engagement skills.
• Experience leading a small team and running service reviews.

Responsibilities

• Lead customer meetings and service reviews.
• Manage onboarding/offboarding and customer onboarding processes.
• Monitor customer satisfaction, retention and advocacy.
• Collaborate with director on risks, issues, and service improvements.
• Work to ITIL standards and manage SLAs.

Skills

Customer relationship management

Strong communication

Leadership / team management

ITIL experience

Governance & risk management

Tools

ITIL

Job description

Customer Success Manager - Team Leader

The Customer Success Manager to work with external clients / customers as a trusted advisor. This is an important role building trusted relationships, developing a clear understanding of customer priorities, ensuring that services, actions and communications remain aligned to agreed outcomes. This is working for an award-winning managed service provider working focusing on delivery, service, project, working with commercial and technical teams.

Experience in a customer-facing role within managed services, technology, cloud, cyber security, infrastructure or another complex service environment.

Building strong relationships with customers and monitor their experience with a product or service. The primary goal of the Customer Success Manager is to meet the needs of customers and receive the highest ROI (Return on Investment) possible for the product or service. Strong communication skills, with a strong track record in customer engagement, effective governance, proactive management of risks and actions, and the identification of opportunities to improve the customer experience and develop the relationship is essential as you will work with customer /client stakeholders.

As the manager you will lead customer meetings, service reviews, governance forums. As the manager you will manage and lead a small team, allocating tasks to the team. This would suit someone with a strong service background, someone who has worked to ITIL standards, and experience of service lifecycle and SLAs. You will work with the director on risks, issues, opportunities and always be looking at service improvement.

• Onboarding and Offboarding
• Customer Satisfaction and Retention
• Customer Advocacy
• Finance and growth
• Candidates must be security cleared or happy to go through the process and the ability to obtain Security Clearance & possibly DV clearance