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{"h1": "Customer Management Leadership Role", "p": "At Cloud Direct, we are seeking an experienced leader to join our team as Head of Customer Management. This role will be responsible for leading two teams - Account Managers and Customer Success Managers - to ensure our customers are delighted with the services they consume from us, thus remaining and growing over time. The over-arching metric is Lifetime Value (LTV) supported by Net Promoter Score, Churn, and Revenue Growth.", "ul": [{"li": "Lead, coach and mentor the AMs and CSMs."}, {"li": "Set clear targets and KPIs for the team."}, {"li": "Lead development and implementation of customer management processes, procedures and policies."}, {"li": "Liaise with your peer group of managers to ensure Customer Management is working in a complimentary manner with all other departments engaged with the customer."}, {"li": "Ensure our processes, policies and procedures adhere to the various professional standards we are audited against."}, {"li": "Report on team performance to the Chief Revenue Officer and Senior Leadership Team."}], "h2": "Team Performance and Development", "ul": [{"li": "Monitor and understand your own and your team's performance against targets and KPIs."}, {"li": "Help prioritize workload and manage working time effectively."}, {"li": "Guide your teams in taking personal ownership for maintenance and development of role-based skills and expertise."}, {"li": "Own your own Personal Development Plan."}], "h3": "Requirements", "ul": [{"li": "Leadership experience with excellent communication skills."}, {"li": "5+ years' experience in a Senior Account Manager or similar role."}, {"li": "Ability to influence, build and maintain strong working relationships with stakeholders at all levels to achieve successful outcomes."}, {"li": "Experience in IT Managed Services either in-house or as a supplier."}], "h4": "What We Offer", "ul": [{"li": "Responsible Time off (uncapped annual leave).", "li": "Income Protection / Life Assurance / Critical Illness Cover.", "li": "Pension Contribution.", "li": "Health Care Cash Plan.", "li": "Fitness Cash Contribution.", "li": "Employee Assistance Programme.", "li": "Enhanced Maternity & Paternity Leave.", "li": "Endless Growth Opportunities: professional development, mentoring and advancement within the growing team.", "li": "Culture of Excellence: We foster a high-performance culture that recognizes and rewards exceptional talent."}]