Customer Success Specialist

2 weeks ago

Manchester, United Kingdom psd group Full time

Customer Success Specialist


Summary

Location: Manchester Airport

Day Rate: Negotiable (INSIDE IR35)

Duration: 6 Months

Availability: ASAP


About the Client

My client is the air transport industry's IT provider, delivering solutions for airlines, airports, aircraft and governments. Their technology powers more seamless, safe and sustainable air travel.

They are looking to hire a Service Delivery Coordinator on an initial 6-month contract, with a view to convert to a permanent role.


About the Role

Reporting to the Service Delivery Manager you will be responsible for supporting the endto-end service delivery process to meet and exceed customer expectations.

As a Senior Associate Customer Success Specialist your goal will be to advise and guide customers on standard Service Management activities leading to client success throughout the customer relationship lifecycle.

A key aspect of the role would be to form a relationship of trust with customers, anticipate needs, and act with agility and flexibility in the face of any situation that may arise.


Key Duties

• Service Monitoring and Support: Assist in monitoring service performance, tracking key metrics, and ensuring services meet customer expectations.

• Incident and Problem Management: Work with the Service Delivery team to help identify, log, and resolve incidents in a timely manner, coordinating with relevant teams for escalation if necessary.

• Client Interaction: Maintain regular communication with clients and address concerns with support.

• Documentation and Reporting: Assist with service performance reports, maintain service records, and assist in updating documentation related to service delivery processes.

• Support Change Management: Assist with implementing changes to services and processes, ensuring minimal disruption to clients and effective communication.

• Request Fulfilment: Handle, validate, and fulfil IT service requests and managing the lifecycle.

• Asset Management: overseeing the lifecycle of IT assets.


What we are looking for

Experience:

• Experience: 1-2 years of experience in an IT operations/service delivery role.

• Technical Knowledge: Basic understanding of IT service management principles and ITIL processes.

• Communication Skills: Excellent verbal and written communication skills, with the ability to work effectively with clients and cross-functional teams.

• Problem-Solving: Strong analytical and problem-solving skills, with a proactive approach to addressing issues.

• Organizational Skills: Good attention to detail and ability to manage multiple tasks effectively.

• Customer Centric: Passionate about delivering high-quality service and creating positive customer experiences.


Preferred Skills:

• Familiarity with service management tools (e.g., ServiceNow, Jira, Zendesk).

• A good understanding of SLA/KPI tracking and reporting.

• Knowledge of ITIL framework or IT service management certification (e.g., ITIL Foundation)

• Able to work onsite 5 days a week.

•Good excel skills


Desired skills but not essential:

• Knowledge of the Airline industry

• Knowledge of Service Now


Candidates must be willing to work 5 days per week on site at Manchester Airport

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