Strategic Customer Engagement Manager

3 weeks ago

Birmingham, Birmingham, United Kingdom SCC Full time

Contract Type: Permanent

Salary Package: Competitive, including car/car allowance, extensive company benefits, a comprehensive flexible benefits scheme, and paid volunteering days annually.

Working Hours: Monday to Friday, am – pm. We also provide the option for a Core Hours arrangement (role-specific), allowing flexibility to accommodate personal needs.

Interview Process: -stage process.

Why Join SCC?

  • An inclusive workplace environment.
  • Attractive compensation package: solid base salary and company benefits.
  • Hybrid working model and core hours aligned with role requirements.
  • Opportunities for career advancement and lifelong learning.
  • Become part of Europe's largest privately-owned IT organization.

Role Overview:

A successful Customer Success Manager (CSM) embodies both sales acumen and support expertise. They focus not only on acquiring new clients but also on nurturing existing relationships to enhance customer satisfaction and loyalty. This position serves as a bridge between our sales and customer support divisions. As the primary liaison for designated accounts, you will provide essential post-implementation support, collaborating with technical teams to resolve any customer issues. Your role will involve assessing customer engagement levels and relaying insights to relevant teams for service enhancement.

This position also entails driving account growth initiatives across your assigned accounts.

Key Responsibilities:

  • Develop account strategies and collaborate with technical teams to establish a service roadmap for key accounts. Lead regular business reviews with clients to celebrate successes and identify necessary corrective actions to ensure customer satisfaction and maximize retention opportunities.
  • Respond proactively to alerts, red flags, or signs of poor customer engagement. This may arise from direct customer inquiries or critical support tickets, or as a result of health checks that reveal issues. Your presence will reassure customers that you are dedicated to resolving their concerns and fostering strong relationships.
  • Manage customer renewals diligently to maintain recurring revenue streams. Follow up on renewals for the current quarter to prevent any unexpected issues, particularly with long-term contracts.
  • Drive upselling, expansion, and upgrades as primary strategies for growth. By guiding customers throughout their journey and addressing their challenges, you will enhance their lifetime value.
  • Oversee the day-to-day operations of the CSM team, ensuring clear objectives are set and monitored, while conducting regular performance evaluations to ensure all team members meet expectations.

Skills and Experience:

  • Proven experience as a successful account manager or service delivery manager in a customer-facing role.
  • Experience in managing services, stakeholders, and customer relationships.
  • Detail-oriented with strong organizational skills.
  • Highly motivated, thriving in a fast-paced environment, and adaptable to change.
  • Able to work independently, demonstrating initiative and autonomy.

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