Customer Success Manager ITIL, SLA, MSP in Stafford)

OCC Computer Personnel; Stafford; Presencial; GBP 45.000 - 75.000; Jornada completa

Descripción de la vacante

OCC Computer Personnel is seeking a Customer Success Manager - Team Leader to act as a trusted advisor for external clients in a managed services environment. You will lead a small team, run customer meetings and governance forums, and ensure service delivery remains aligned with customer priorities and SLAs while pursuing opportunities for service improvement and growth.

The role requires security clearance or eligibility and a strong track record in stakeholder management.

Formación

• Experience in a customer-facing role within managed services or complex service environments.
• Strong communication and stakeholder engagement skills.
• Experience leading a small team and governance forums.

Responsabilidades

• Lead customer meetings and governance forums.
• Manage and allocate tasks to a small team.
• Ensure service delivery aligns with customer priorities and SLAs.
• Monitor customer experience and identify improvement opportunities.

Conocimientos

Customer relationships

Team leadership

Service governance

ITIL practices

Stakeholder management

Herramientas

ITIL

Descripción del empleo

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.