Customer Success Manager
4 weeks ago
We are seeking a dedicated and customer-centric individual to join our team as a Customer Success Manager. 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:
- Customer Relationship Management:
- 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 Lifecyle.
- 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.
- Produce and deliver customer communications in line with business and process needs.
- Onboarding and Adoption:
- 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.
- Customer Satisfaction and Retention:
- 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. This may include Transaction surveys, Customer Satisfaction surveys and Balance Scorecards.
- 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.
- Customer Advocacy:
- 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.
- Understand customer business stakeholder needs, challenges and priorities and represent them back into the Customer Success team and wider business, using this insight to identify and prioritise the Continuous Service Improvement plans.
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