Service Relationship Manager

Claranet limited; Gloucester; On-site; GBP 35,000 - 65,000; Full time

Job summary

An established industry player is seeking a Service Relationship Manager to enhance customer experiences and drive service excellence. This role involves managing customer relationships, ensuring compliance with service agreements, and fostering collaboration across teams. The ideal candidate will possess strong commercial acumen and a passion for innovation in a fast-paced digital environment. Join a forward-thinking company that values employee development and community engagement, and be part of a team dedicated to delivering exceptional service and solutions to clients. This is an exciting opportunity for those looking to make a significant impact in the technology sector.

Benefits

Matching Contribution Pension Scheme

Healthcare Insurance

Dental Insurance

Discounted Gym Membership

Paid Charity Leave

Charity Fundraising Support

Qualifications

• Experience in managing complex customer relationships in a client services industry.
• Strong commercial acumen and ability to drive customer growth.

Responsibilities

• Own customer governance and ensure effective service delivery.
• Build strong partnerships and manage customer health data.

Skills

Customer Relationship Management

Commercial Acumen

Problem Solving

Stakeholder Management

Change Management

ITIL Methodologies

Communication Skills

Education

Bachelor's Degree

Relevant Certifications

Tools

CRM Systems

Microsoft Office Suite

Job description

Job Details: Service Relationship Manager

Full details of the job.

Vacancy Name: Service Relationship Manager

Req Number: VN155

Employment Type: Full-Time

Location: Gloucester Office

About Claranet
Founded at the beginning of the dot.com bubble in 1996, our CEO Charles Nasser had a light bulb moment to develop a truly customer-focused IT business. Since then, Claranet has grown from an Internet Service Provider (ISP) in the UK to being one of the leading business modernisation experts, who deliver solutions across 11+ countries.

At Claranet, we’re experienced in implementing progressive technology solutions which help our customers solve their epic business challenges. We’re committed to understanding their problems, delivering answers quickly, and making a lasting impact to their business.

We are agile, focused and experienced in business modernisation. Our approach helps customers make genuine, significant shifts in their business strategy, to deliver financial savings, boost innovation, and create a resilient business. We continually invest in our people and the latest technologies, so our customers get peace of mind knowing that they have access to the best talent and services.

In the UK we have over 500 staff working in London, Gloucester, Warrington, Bristol, and Leeds, or as homeworkers.

Working For Claranet
Here at Claranet we pride ourselves on going the extra mile for and with our employees (yes, we really mean it). We offer an extensive benefits package that you can tailor to your needs, inclusive of a matching contribution pension scheme, healthcare, insurance, dental, discounted gyms and app supported benefit access.

But what we think makes us different is ‘Team Claranet,’ our dedicated internal part of the business that supports you with matters close to your heart. We proudly support local charities in each of our office locations, support employees with paid charity leave, organise key charity fundraising event per year and have a dedicated committee responsible for supporting employee’s fundraising efforts.

Claranet are one of the 10 founding members of TC4RE (Technology Community for Racial Equality.) Being a part of a group of leading UK technology organisations, we are dedicated to building a more diverse and inclusive workforce.

Our Vision
Our vision is to become the most trusted technology solutions partner; renowned for being the best and brightest, having lasting impact with our customers and delivering exceptional returns to our stakeholders.

Position Summary
Through a culture of collaboration, learning and opportunity, Service Relationship Management is a community of vibrant and dynamic service and technology experts, executing all facets of our operation with consistency, pride and efficiency.

Claranet’s Service Relationship Managers (SRM’s) are responsible for the service relationships of Claranet’s customer base. They look after the customer experience ensuring the efficient and effective provision of these services to meet their assigned customer’s needs. As we move at an increasingly fast pace to a digital world, these solutions and customer requirements are likely to change over the term of the contractual agreement. With this in mind we are looking for innovative, digital aware, agile individuals that relish the world of change and the level of complexity this brings to any customer focused organisation.

Role Mission
Our SRMs must be passionate about building strong partnerships with their customers and are able to proactively question the status quo to ensure that Claranet stays at the leading edge of customer experience. All activity should be in the interest of ensuring that we are meeting our contractual obligations, providing compliance and governance reporting and ensuring we are creating customer advocacy with all interactions.

Objectives and Key Results
The Service Relationship Manager is part of the Service Relationship Management Team within the customer experience and managed service function.

The key objectives will be to:

1. Own customer governance including contact, meetings and service reviews (where applicable) either face to face or over the phone and are able to draw upon a number of data sources are able to deliver relevant customer insight.
2. Always look for opportunities to act on customer feedback, identify and refer commercial opportunities that aid the long-term growth and retention of the base. SRM’s understand customer complexity and shares opportunity to grow and retain the customer sharing information with our Growth & Retention teams.
3. Work closely with assigned stakeholders to ensure advocacy in growth in the allocated Customer base (not least Account Managers, BDM Community, Sales Specialists).
4. Build strong external and internal relationships across our business functions and confidentially challenge these groups to ensure that all aspects of our service meets customer expectations and are future proofed.
5. Ensure the day-to-day relationship management is upheld.
6. Deliver API to customers.
7. Collate customer NPS feedback inline with Claranet’s NPS approach.
8. Maintain overall operational responsibility for the customer.
9. Ensure RACI is followed on escalations.
10. Understand the customer contract.
11. Manage customer health data within our CRM system.
12. Internal and external stakeholder management.
13. Highlight customer issues internally (customer health).
14. Create customer advocacy.
15. Maintain Service Reviews, QBRs and Performance Reporting to customers.

Essential Roles and Responsibilities
• Owns the relationship with one or more of Claranet’s Corporate customers contracted services across Claranet’s portfolio of Hosting, Network, Communications and Security services.
• Accountable for successful delivery of all clients contracted service and key KPI’s and SLA’s.
• Able to manage customer contact engagement that maximises the relationship and knowledge of the customer.
• Organises and chairs customer service review meetings - the customer governance will be dependent on the customer size, spend, complexity.
• Depending on the level of SRM engagement and if applicable, the SRM will lead the production of weekly/monthly/quarterly governance reports to demonstrate adherence to Service Level Agreements, provide recommendations for service improvement.
• Establish and maintain successful long-term partnerships with multiple customers, noting that these are subject to change based on customers solution delivery “peaks and troughs”.
• Has strong commercial acumen and is able to question and challenge in commercial & contractual situations and drive opportunity through to the commercial experts.
• Is an active contributor to any Claranet team in providing valuable customer insight regarding customer health.
• Consult with customers on organisational, and operational challenges with their systems.
• Build successful relationships with and drive performance of key internal stakeholders - Service Operations, Infrastructure, Project Management and business units - to ensure service excellence for clients.
• Evaluate infrastructure Changes or new projects for operational impact to the client’s system and implement strategies to mitigate any negative service effects.
• Actively engages in customer satisfaction (Net Promoter Score) and operational stability of client’s environments through monthly / quarterly / annual surveys.
• Facilitate and resolution of problem solving (technical and non-technical) between Claranet and the Customer.
• Effective resolution of all escalations relating to services provided, including production of incident reports when required.
• Drive continuous service improvement and manage service improvement plans where appropriate and according to the level of SRM engagement.
• Produce and manage appropriate documentation for bespoke support requirements as needed.
• Manage and feed into financial targets where appropriate, ensuring that variable billing and service credit elements are delivered in a timely fashion.

Teams to collaborate with
• Customer Growth and Success – ensure aligned and efficient management of customers, maximise customer retention and maintain revenue on re-contracting.
• Portfolio, Alliances and Technology Practices – ensure the best solutions are being sold to the customers and provide feedback from the customer.
• Finance and Corporate Development – contribute to the budget process and ensuring the team is adhering to internal standard.
• HR and People – support recruitment and learning and development strategy to develop industry leading product and service offerings.

Behavioural competencies – organisational and behavioural fit
• Demonstrable ability to work within a matrix organization.
• Innovative, digital native, technology “hungry”, is comfortable with ambiguity and a change environment that is the “digital era”.
• Demonstrable experience in successfully managing complex customer relationship activities in a client services industry.
• Ability to develop and maintain relationships at all levels across multiple geographic locations (externally and internally).
• Demonstrable experience of leading change within a customer driven environment.
• Excellent decision making & problem solving skills.
• Able to confidently identify ways to maximize customer growth & retention opportunities.
• Ability to prioritise multiple complex tasks, whilst working to tight deadlines.
• Ability to communicate confidently at all levels whilst demonstrating close attention to detail.
• Proven ability to work creatively and analytically in a problem-solving environment.
• Self-motivated – personal drive and enthusiasm to continually improve and readily embrace change.
• Appreciation of ITIL methodologies and standards.
• Excellent commercial acumen and business awareness.
• Knowledge of Public & Private Cloud, Infrastructure, Security, Network and Communications and associated Managed Services.
• Ability to work flexible hours when required.

Critical competencies – technical fit
• Commercial and operational acumen.
• Understanding of latest technologies aligned to Claranet’s core competencies.
• Valid, full driving license.
• Ability to travel to different sites and locations extensively.
• Must be able to undertake a security and financial vetting process and successfully meet the organisation’s personnel requirements.