Customer Success Manager
3 weeks ago
We are seeking a highly skilled Customer Success Manager to join our team. As a Customer Success Manager, you will be responsible for leading and managing the end-to-end service and experience of a portfolio of customers. This includes reviewing, managing, and reporting deviations to SLAs, developing service improvement plans, and coordinating incidents and root cause analysis.
Key Responsibilities- Lead and have accountability for the end-to-end service and experience of a portfolio of customers
- Review, manage, and report deviations to SLAs, including development of any service improvement plans and coordination of incidents and root cause analysis
- Lead and coordinate necessary service improvement actions and own the improvement plan, including regularly reviewing with the customer and bringing the necessary technical or senior input into the process
- Coordinate and report on root cause analysis for major incidents and report back to the customer and internal senior stakeholders in a timely manner
- Report on and track problems and issues relevant to your customers and present timely and insightful updates to relevant stakeholders, driving forward continuous improvement activity to ensure problems and issues are fully and effectively resolved
- Chair regular monthly service reviews, record and track actions, and report performance to the customer's Service Manager and facilitate a common review against agreed service levels
- Lead any in-life change requests on the services, coordinating the impact assessment and implementation of such changes into the Worldline organisation
- Sophisticated skills in analysing complex data to produce succinct information appropriate for its audience
- Strong and proven experience in relationship management, problem solving, and communicating (written & oral) effectively with internal and external stakeholders at all levels
- Proven experience in building excellent relationships with senior executives
- Good working knowledge of Excel and other Windows-based programs (Word, PowerPoint, etc.), and the ability to organize and analyze data in a structured manner
- Excellent organisational skills required to manage end-to-end service processes
- Ability to be flexible and work to the changing priorities demanded by the customer requirements
- Ability to move between the detail and the big picture on issues in understanding and explaining the complexity of challenges and possible solutions
- Proven experience managing customer escalations, displaying sensitivity towards customers while protecting Worldline interests
- Part of a company guided by a strong purpose to do good and recognized as top 1% of the most sustainable companies in all sectors worldwide
- Work with inspiring colleagues and be empowered to learn, grow, and accelerate your career
- 30 days holiday + 4 bank holidays
- Employee private medical cover, access to a virtual GP service
- Access to discounts and cash backs on shopping *
- Purchase a range of flexible benefits through salary sacrifice
- Life assurance – 1 x salary if not in a pension scheme, 4 x salary if joins the pension scheme
- Pension – the company will match contributions up to 10%
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