Customer Success Manager

1 week ago

StokeonTrent, Stoke-on-Trent, United Kingdom SecureCloud+ Full time
Job Description

The Role

We are seeking a dedicated and customer-centric individual to fill the position of Customer Success Manager. The successful candidate will be responsible for building and maintaining strong relationships with our customers, ensuring their satisfaction and success with our Secure Defence Collaboration services.

Key Responsibilities

Serve as the primary point of contact for assigned customers, building trusted advisor relationships and acting as an advocate for their needs within the organisation throughout the Service Lifecycle.

Conduct regular check-ins with customers to understand their goals, challenges, and priorities. Proactively identify opportunities to add value and drive customer success.

Continuously review and improve customer service processes, policies, and procedures to optimise efficiency, streamline operations, and enhance the overall customer experience.

Produce and deliver customer-facing reports and documentation, e.g., Service Management Reports, Incident Reports, and Service Management Plans.

Facilitate the onboarding process for new customers, providing guidance, training, and support to help them get up and running with our Secure Defence Collaboration services.

Monitor customer adoption and usage of our services, identifying opportunities for optimisation and improvement. Provide recommendations and best practices to drive increased adoption and value realisation.

Monitor customer satisfaction and feedback, proactively addressing any issues or concerns to ensure a positive experience and drive retention.

In collaboration with other business units, co-ordinate and oversee customer experience and customer satisfaction activity, gathering feedback from users to assess their satisfaction with IT services and identify areas for improvement.

Identify renewal risks and develop strategies to mitigate them. Collaborate with sales teams on renewal negotiations and contract renewals.

Manage the delivery of contracted services to clients to ensure that customer experience agreements (XLAs), service level agreements (SLAs) and key performance indicators (KPIs) as defined in the relevant contracts are met or exceeded by the SecureCloud+ Customer Service team.

Cultivate customer advocates and champions within assigned accounts, leveraging their success stories and testimonials to promote our Secure Defence Collaboration services.

Encourage customers to participate in case studies, testimonials, and other marketing initiatives to showcase their success and strengthen our brand reputation.

Requirements

As the Customer Success Manager, you will have:

A minimum of 3-5 years of experience in customer success, account management, or related roles, preferably in the technology or defence sector.

Strong communication and interpersonal skills, with the ability to build rapport and trust with customers at all levels of the organisation.

Technical proficiency and ability to understand complex technology solutions, particularly in the area of Secure Defence Collaboration services.

Proven track record of managing customer relationships, driving customer satisfaction, and achieving business outcomes.

Excellent problem-solving and decision-making abilities, with a focus on delivering value and driving results for customers.

Self-motivated and proactive with a strong sense of ownership and accountability for customer success.

Familiarity with the defence and national security sectors is advantageous but not required.

UKSV is required for this position. Candidates must possess or be eligible to obtain clearance.

Already work with us. Internal applicants please send your CV direct to recruitment.

About SecureCloud+

SecureCloud+ specialises in providing fully managed secure ICT services to the UK's Defence and Security sectors, as well as other government departments with complex and demanding security requirements. SecureCloud+ prides itself on its successful track-record of delivering real benefits to its customers, but also on its ethos of investing in its employees' personal and professional growth.

We are an equal opportunities employer and do not discriminate based on age, sex, colour, religion, race, disability, or sexual orientation. Our hiring decisions are based on an individual's experience and qualifications for the job advertised.

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