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Customer Success Manager

2 months ago

England, United Kingdom Coevolve Full time

Company Overview

Coevolve is a leading global provider of managed telco-independent Software Defined WAN (SD-WAN), Secure Access Service Edge (SASE), and cloud and multi-cloud networking solutions to enterprises. Providing services in more than 80 countries, enterprises entrust Coevolve to provide secure and reliable connectivity to wherever they operate, deliver digital transformations quicker, and improve key business applications at dramatically reduced costs. Today, we are pushing the boundaries of traditional network management through AI and machine learning to deliver more value, actionable insights, and capabilities to enterprise network management with Coevolve Smart Services. With our Smart Services portfolio, we can proudly say that Coevolve represents the next generation of co-managed digital infrastructure specialists, ensuring we continue to be market-leading and at the forefront of Networking solutions across the globe.


Our people at Coevolve are smart, tenacious, passionate, and dedicated experts in the field. We achieve great things together for our clients. We solve core problems in the traditional carrier and systems integrator business models. Our company culture fosters lifelong learning, collaboration and inclusion. Our team is truly global with people in 5+ locations around the world. We love innovative ideas and the ability to get things done. We believe teamwork makes for the most rewarding work and creating an environment that values all roles and good ideas.


What is Client Experience (CX)?

  • It ensures great post-sale service from “Onboarding through to Renewal” from “start to finish” for a Coevolve client
  • It seeks to add or measure value at each key stage of the client journey with Coevolve
  • Effectively, CX is the “conduit” between Coevolve internal functions and the Client overall experience of our Services
  • In essence: great change management in the broadest sense
  • It is crucial for the Client and for Coevolve to continue to grow
  • The CX function works closely with the Sales and Finance team and manages all Client administration to allow Coevolve Sales resource to focus more on New Logo Sales and therefore generating new revenue.


The Role

Reporting directly to the Director - Global Operations & CX, the Customer Success Manager is a senior client facing position which will play a crucial role in maintaining ongoing engagement with Coevolve Clients and delivering exceptional client satisfaction.


The successful candidate will have the opportunity to drive value across all four life cycle phases of our service offerings (Assess > Deploy > Manage > Optimize), with the majority of the focus being on the Deploy and Manage phases. The role will support mainly mid-tier MNC’s with either global or significant regional footprints.


Responsibilities

  • Client Engagement: Maintain ongoing engagement with global clients, including report preparation, conducting service reviews, onboarding new clients and services, and coordinating assigned projects
  • Report Preparation and Review: Prepare and review monthly Client Service Review reports for accuracy and completeness, ensuring all data is correct and aligned with the products and service modules sold to clients before meetings
  • Client Service Review Meetings: Prepare and facilitate Client Service Review meetings for assigned Clients, Globally, ensuring effective communication and engagement while providing insights and updates on service performance, metrics, and outcomes
  • Voice of the Client: Document any actions and follow-up items arising from Client Service Review meetings, ensuring they are tracked and addressed in a timely manner
  • Project Coordination: Coordinate assigned projects, ensuring they are delivered on time, within scope, and aligned with client expectations and Coevolve objectives
  • Underlay Vendor Engagement. Meet with assigned underlay providers as required to ensure Client services are provided effectively. Provide accurate and timely processing of commercial requests, including quoting, ordering, and commercial administration to Clients in support of our global Sales team
  • New Site Orders: Manage the entire process for new site orders, including reviewing requirements, quote preparation, internal approvals, ordering and procurement activities in coordination with associated vendors
  • Client Onboarding: Manage the onboarding process for new clients, including preparing Client Support Guides, facilitating onboarding sessions, demonstrating the use of Coevolve systems/portals and providing operational training
  • Client Administration: Ensure that Client Support Guides are reviewed and updated regularly and as necessary as well as maintaining Client contacts within systems and configuring access to Coevolve resources
  • Client Feedback Collection: Obtain, document and share Client feedback regularly, to ensure high levels of Client satisfaction are maintained
  • Service Requests: Assist in facilitating and managing service requests, ensuring timely responses to Client requests
  • Internal Team Engagement: Maintain ongoing engagement with internal teams, including Operations, CX, Digital Innovation, Sales, and Technical Consultants (TCs), to ensure alignment and effective coordination of Client services
  • Continuous Improvement: Identify opportunities for improving processes and procedures, contributing to the enhancement of overall Client experience and satisfaction.


Must have;

  • 5+ years of previous experience in a similar role, working within technical operations teams preferred
  • Excellent presentation and communication skills required (both written and oral in English) for effective collaboration with Clients and internal teams
  • Proven ability to provide exceptional customer service, ensuring client needs are met and issues are resolved promptly and effectively
  • High attention to detail to ensure accuracy in documentation and processes
  • Proven ability to manage quoting, ordering and procurement processes
  • The ability to effectively prioritize tasks and manage time in high-pressure situations
  • Effective problem-solving skills to address and resolve issues promptly
  • Analytical mindset to identify opportunities for process improvements to enhance efficiency and service quality
  • Demonstrates a strong sense of ownership by taking responsibility and accountability for their tasks and projects, ensuring they are completed accurately and on time while proactively addressing any challenges that arise
  • Global teamwork abilities and the ability to work in the office at least 2 days per week
  • Some flexibility for early or late calls on occasions with global colleagues or vendor partners will be required. We try to design good processes and leverage global Coevolve colleagues to keep this to a minimum but some flexibility within total working hours is needed in an international environment like ours.


What we are not looking for;

  • Not an Account Manager or Sales target role – The role will work closely with the Sales team in a client engagement capacity
  • Not a Technical Account Manager or Pre-sales role - Hand off to Technical Consultant for pre-sales queries or technical scoping activities
  • Not a Project Manager – this role will work closely with Project Managers and technical teams in the deployment of new services
  • Not a Commercial Manager – this role will work closely with the Commercial Manager regarding complex commercial activities.


Qualifications

Tertiary qualification is desired in a related field but is not essential.


On-the-job perks;

  1. As a global company, you'll gain exposure to global knowledge and experts in the field
  2. We offer remote working for this role to support work-life balance.


If this sounds like you, please APPLY now.