Cloud Solutions Success Manager

3 days ago

London, Greater London, United Kingdom JAM IT Consultancy Ltd Full time

We're looking for a Cloud Solutions Success Manager to lead our customer success efforts. As a senior leadership role, this position requires 10+ years of experience in contact centres. The successful candidate will have a proven track record of delivering transformation change projects through stakeholder management and substantial experience in implementing cloud solutions within a contact centre.

About the Company
  • JAM IT Consultancy Ltd is a leading provider of cloud solutions for contact centres.

The ideal candidate will have a Bachelor's degree in STEM, business or leadership and be seen as a CX leader within their sector. They will also have experience in implementing customer satisfaction frameworks and insight analysis.

Key Responsibilities
  1. Achieve customer success outcomes by leveraging existing solutions to improve their CX.
  2. Meet Net Revenue Retention targets through retention of existing customers with uplift and growth in services offered.
  3. Lead CSAT scores across defined interaction points with targeted action plans to maintain.
  4. An ambassador for the company's customer experience across all customer-facing departments.
  5. Identify and propose customer success criteria and CX opportunities within the bid process.
  6. Work with key customers to understand their industry, value drivers and business processes.
  7. Train, coach and mentor colleagues in customer success drivers and framing CX.
  8. Organise and host customer workshops which directly address customer key challenges, providing solutions which deliver required outcomes.
  9. Understand customer usage and adoption of solutions they have and identify opportunities.
  10. Focus on optimising existing products and solutions.
  11. Identify synergies between customer aspirations and solution capabilities now and in development.
  12. Drive customer satisfaction, working with teams across critical moments in the customer lifecycle to address areas of development and recognise what great looks like.
  13. Demonstrate the impact of products and services through ROI discussions in service reviews and workshops.
  14. Identify opportunities where we can provide additional value for customers in sharing and leveraging CX, deployment and UX best practice.
  15. Work closely with marketing teams to showcase products and services, case studies and facilitating reference opportunities.
Benefits
  • The salary range for this position is $80,000 - $120,000 per annum, depending on experience.
  • Additional benefits include health insurance, retirement savings plan and professional development opportunities.

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