Customer Success Manager
2 months ago
About the Role
We are seeking a highly skilled Customer Success Manager to lead and manage a portfolio of customers, ensuring exceptional service and experience delivery. As a key member of our team, you will be responsible for reviewing, managing, and reporting deviations to Service Level Agreements (SLAs), developing service improvement plans, and coordinating incidents and root cause analysis.
Key Responsibilities
- Lead and manage a portfolio of customers, ensuring end-to-end service and experience delivery.
- Review, manage, and report deviations to SLAs, including development of service improvement plans and coordination of incidents and root cause analysis.
- Lead and coordinate necessary service improvement actions, owning the improvement plan and regularly reviewing with customers and bringing necessary technical or senior input into the process.
- Coordinate and report on root cause analysis for major incidents and report back to customers and internal senior stakeholders in a timely manner.
- Report on and track problems and issues relevant to customers, presenting 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 customers' Service Managers and facilitate a common review against agreed service levels.
- Lead any in-life change requests on services, coordinating the impact assessment and implementation of such changes into the Worldline organization.
Requirements
- Sophisticated skills in analyzing 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 ability to organize and analyze data in a structured manner.
- Excellent organizational skills required to manage end-to-end service processes.
- Ability to be flexible and work to changing priorities demanded by customer requirements.
- Easily 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.
What We Offer
- 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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