Senior IT Strategy & Customer Success Partner

Academia Ltd t/a Smartdesc; Hemel Hempstead; Sur place; GBP 55 000 - 85 000; Plein temps

Avantages offerts par ce poste

Gym membership contribution

Health Cash Plan

Increased annual leave with length of

Résumé du poste

Academia is seeking a Senior Customer Success Manager to become a trusted technology partner for a focused client portfolio, helping them shape IT strategies and roadmaps that improve organisational performance.

You will sit at the centre of customer relationships, delivering service insight, strategic planning and senior stakeholder engagement to turn IT costs into business enablers. Opportunity to grow in a high-profile CSM team.

Qualifications

• Significant experience in managed services and customer success within technology services.
• Proven ability to plan and run quarterly business reviews (QBRs) and client reviews.
• Strong grasp of IT service delivery, SLAs and escalation processes.
• Ability to translate IT insights into actionable recommendations for senior stakeholders.

Responsabilités

• Own a focused portfolio of customer relationships and be the trusted strategic contact for IT services and technology improvement discussions.
• Plan, deliver and document high-quality QBRs using IT Health Scorecards and roadmap recommendations.
• Guide customers through IT Health Scorecard and Roadmap strategies aligned to their goals and milestones.
• Proactively identify risks, trends, and lifecycle needs before they become issues.
• Identify whitespace for growth, optimization and efficiency relevant to the customer.
• Translate customer needs into clear, value-led service and project recommendations.
• Support retention and renewals by demonstrating ongoing value and future priorities.
• Coordinate with Service Desk, Projects, Security, Pre-Sales and commercial teams for joined-up outcomes.

Connaissances

MSP experience

Senior CSM

IT service management

QBRs

IT roadmaps

Stakeholder comms

Description du poste

Academia is seeking a Senior Customer Success Manager to become a trusted technology partner for a focused client portfolio, helping them shape IT strategies and roadmaps that improve organisational performance.

You will sit at the centre of customer relationships, delivering service insight, strategic planning and senior stakeholder engagement to turn IT costs into business enablers. Opportunity to grow in a high-profile CSM team.