Customer Success Professional

4 weeks ago

Birmingham, Birmingham, United Kingdom SCC Full time

We are actively building diverse teams and welcome applications from everyone.

Role: Customer Success Manager

Contract Type: Permanent

Salary Package: Competitive plus company car/car allowance large company benefits, a broad flexible benefits scheme, and 2 paid-for volunteering days a year

Working Hours: 9 am – 5 pm, Monday – Friday

Hybrid working & core hours in line with role requirements

Career development and life-long learning opportunities

To drive retention and account evolution activities for a number of aligned accounts. You will do this by ensuring that SCC are delivering a regime of mutually agreed, meaningful and measurable service evolution, which remains aligned to the Customer's changing business objectives.

Bridging our Sales and Support functions, CSMs are relationship managers who expand customer accounts as well as solve their problems. This includes collaborating with technical teams where needed to remediate any thematic issues raised by customers which are preventing them from achieving their objectives, and with business units delivering services to ensure they evolve to meet the needs of your Customers.

You'll also gauge customers' levels of engagement with the company and provide feedback to relevant teams regarding service improvements.

You will prepare customer success plans and work with technical teams to agree the service roadmap for strategic accounts. You will also lead the process for regular business reviews with the client highlighting successes, identifying and agreeing remedial actions where needed so that we maintain customer satisfaction and maximise our prospects for account retention.

Support or respond to any alerts, red flags or poor 'health' (i.e., This could be directly from a customer reaching out about an issue or any critical or overdue customer support interaction; The point is that our customers will know that you are there to support them – and get their issue sorted – when needed as this helps to build a strong relationship.

Previous experience as a successful Customer Success Manager, Account Manager or Service Delivery Manager, with a proven track record of working in a customer facing role.

Experience working with - and managing - services, stakeholders and customers.

SCC is Europe's largest privately-owned IT business, based out of the new £7m HQ office in Birmingham and we help clients succeed through IT transformation and exceptional customer experiences. We are a business where innovation is greater as we combine unique ideas, people and disciplines.

We are an equal opportunities employer

SCC is committed to providing equal opportunities and a proactive and inclusive approach to equality and diversity in employment. No applicant or employee will be treated less favourably than another on the grounds of a protected characteristic which are defined as sex, sexual orientation, age, disability, gender reassignment, trade union membership or non-membership, marriage and civil partnership, pregnancy and maternity, race and religion or belief.

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