Bilingual Customer Success Manager

2 weeks ago

StokeonTrent, Stoke-on-Trent, United Kingdom SecureCloud+ Full time
Customer Success Manager

We are seeking a dedicated and customer-centric individual to fill this key role. The Customer Success Manager 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:
  • Act as the primary point of contact for assigned customers, building trusted advisor relationships and advocating for their needs within the organisation.
  • Continuously review and improve customer service processes, policies, and procedures to optimise efficiency and enhance the overall customer experience.
  • 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.
  • 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.
Requirements:
  • Desirable but not mandatory - Bachelor's degree in Business Administration, Marketing, Information Technology, or related field.
  • Minimum of 3-5 years of experience in customer success, account management, or related roles, preferably in the technology or defence sector.
  • 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.
  • Self-motivated and proactive with a strong sense of ownership and accountability for customer success.

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.

SecureCloud+ is an equal opportunities employer and does not discriminate based on age, sex, colour, religion, race, disability, or sexual orientation.

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