UK Customer Success Manager

ePlus inc.; London; On-site; GBP 45,000 - 70,000; Full time

Job summary

A leading technology solutions provider seeks a Customer Success Manager in London. This role involves overseeing service delivery to key accounts, fostering strategic relationships, and driving sales revenue growth. The ideal candidate will have a strong background in client service and operational management, with a focus on enhancing customer satisfaction and achieving business objectives.

Qualifications

• Expertise in client relations and service delivery.
• Strong knowledge of selling support services.
• Ability to work independently or in a team.

Responsibilities

• Manage service delivery and build strategic relationships with key accounts.
• Drive sales enablement for Support Services, meeting financial targets.
• Provide training and improve customer satisfaction.

Skills

Client focus

Customer service expertise

Operational services management expertise

Sales acumen

Excellent communication skills

Time management skills

Education

ITIL v. 3 Foundations certification preferred

3+ years of experience in a client facing CSM role

Job description

Overview

Are you up to the challenge? At IGXGlobal, an ePlus Technology, inc. Company, we engineer transformative technology solutions for the most visionary companies in the world. This takes imagination, relentless client service, and the tenacity to enable our clients to achieve their visions. Our partnerships with leading edge technology manufacturers—many of which look to us for their own technology infrastructure needs—keep us immersed across the broad spectrum of the IT ecosystem.

As a Customer Success Manager (CSM), you will be responsible for service delivery to a number of our key accounts, as well as responsible for growth and sales enablement of Support Services revenues in both existing and net new accounts. You will be assigned as a dedicated CSM to a number of key accounts, whilst also serving as overlay resource within an assigned territory, driving awareness, training, pipeline development and sales in both a sell-to and sell-through model.

From strategy to fulfillment to managed services, our engineering-centric solutions enable our clients to realize what it means for technology to do more.

YOUR IMPACT

The essential functions of this position include:

Service Delivery

• Establish a trusted, strategic partner relationship with assigned accounts and drive continued value and service improvement of our services
• Lead and manage quarterly and/or semi-annual service business reviews
• Coordinate and align with 3rd party ePlus strategic managed services partners on day-to-day issues and service business reviews
• Act as coordinator and customer advocate for difficult customer issues, including root cause analysis and a plan of corrective action in conjunction with engineering operations
• Welcome and act as a point of contact and coordinator for clients during the onboarding process
• Host go-live meetings with new customers, provide training on how to log and manage incidents, and deliver signed start-of-service letters to billing contacts
• Work with customers to maintain key customer information such as contracts, escalation lists and location information
• Track and communicate customer satisfaction to all team members and coordinate recovery efforts, when needed
• Provide data for account reconciliation (change orders/true ups) on a quarterly basis
• Provide necessary data in support of quotes and contracting of Change Orders

Sales Enablement - Support Services

• Serve as the primary territory liaison responsible for driving objectively measured incremental growth of Support services.
• Manage ongoing training and development of field sales, relative to Support Services
• Develop joint marketing plans to recommend tactics and assist the field with regularly scheduled demand generation activities within your territory
• Collaborate with existing ePlus field sales and services leadership to analyze and prioritize selling activity within existing accounts that will drive efficient sales growth of Support Services.
• Provide accurate forecasting of Support Services sales for assigned regions
• Meet or exceed financial targets
• Collaborate with peers across markets to share best practices and develop a consistent approach for position which yields optimal results for ePlus
• Work with sales teams to maximize account growth opportunities, including identification of upsell opportunities within the existing account base and target/revive dormant accounts
• Work with the Support team to help qualify all relevant opportunities

QUALIFICATIONS

Job Knowledge/Skills:

• Strong client focus and customer service expertise
• Demonstrate depth of operational services management expertise
• Strong knowledge and experience selling support services
• Excellent communication, presentation, people management and time management skills
• Ability to work well in a matrix managed environment
• Proven ability to leverage subject matter experts to further the sales process
• Self-starter, able to work independently and as part of a fast-paced team environment
• Capable of carrying out a given task with all details necessary to get the task done well
• Strong sales acumen and commercial understanding

Education and Experience:

• 3+ years of experience in a client facing CSM and Services Business Development role
• Development and delivery of quality presentations
• ITIL v. 3 Foundations certification preferred
• Working with or for an IT managed services organization / company
• Cisco CX experience preferred

PHYSICAL REQUIREMENTS

While performing this role, you will engage in both seated and occasional standing or walking activities. We provide reasonable accommodations, in accordance with relevant laws, to support success in this position.

By embracing our values, you will contribute to our collective mission of making a positive impact within our organization and the broader community. We understand that this job description serves as a guide and is not an employment contract.

Notice to Recruiting Agencies:IGXGlobal, an ePlus Technology, inc. Company only accepts unsolicited resumes when presented directly by a candidate. Unsolicited resumes submitted toIGXGlobal from any other source will be considered IGXGlobal property and will not qualify for any placement or referral fees.IGXGlobal will only pay such fees in connection with a valid written agreement betweenIGXGlobal, an ePlus Technology, inc. Company and the referring agency, and then only after providing advance written approval to the referring agency to submit resumes in connection with a particular opportunity.

CORPORATE VALUES

Respectful communication and cooperation: We prioritize respectful communication, fostering an environment where everyone is treated with dignity and respect.

Teamwork and employee participation: Collaboration and teamwork thrive through diverse perspectives, both within our teams and in our interactions with our customers.

Work/life balance that supports our employees’ varying needs: We value the well-being of our employees, recognizing that a healthy work-life balance is pivotal to our collective success.

Embracing communities: We embrace and support the communities that nurture us. Our employees' dedication to fostering positive change is a source of immense pride for us.

COMMITMENT TO DIVERSITY, INCLUSION AND BELONGING

We are an equal opportunity employer that does not discriminate or allow discrimination based on race, color, religion, sex, sexual orientation, gender identity, age, national origin, citizenship, disability, veteran status, or any other classification protected by federal, state, or local law.

ePlus is dedicated to fostering, cultivating, and preserving a culture that represents diversity, enables inclusion, and makes our employees feel comfortable bringing their full, unique selves to work.

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