Customer Success Specialist

**About The Role**:
**Essential Duties & Responsibilities**:

- Leads customer proactive engagement with a subset of Claranet’s Corporate customers who contract services across Claranet’s portfolio of Hosting, Network, Communications and Security services
- They will be aware and are measured against Service KPI’s and SLA’s
- Able to manage customer contact engagement that maximises the relationship and knowledge of the customer
- Organises quarterly review meetings voice to voice and via portal as required and occasionally face to face following the customer governance outlined by the management team.
- If applicable the CSM will lead the production of quarterly customer insight documents to demonstrate adherence to Service Level Agreements and identify opportunities for improvements for growth and pass these onto the business unit.
- Has foundational commercial acumen and is able to question and challenge in commercial & contractual situations and drive opportunity through to the Business Unit commercial experts
- Is an active contributor to any Claranet team in providing valuable customer insight regarding customer health
- Able to lead conversation with customers on organisational, and operational challenges
- Builds successful relationships with all internal stakeholder teams
- Assists in referring, negotiating and maintaining services contracts, drive revenue opportunities, growth and mitigate churn
- Support the management team to evaluate infrastructure Changes or new projects for operational impact to the client’s system
- Supports the overall measures for client satisfaction (Net Promoter Score)
- Effective resolution of all escalations relating to services provided
- Manage and feed into financial targets when requested by the CSM management team

**About You**:
**Essential**:

- Demonstrable ability to work across teams
- Demonstrable experience in successfully managing customer relationship activities
- Ability to develop and maintain relationships at all levels across multiple geographic locations (externally and internally)
- Has worked closely within a sales led organization where close alignment virtual team alignment
- Excellent decision making & problem solving skills
- Able to confidently identify ways to maximise customer growth & retention opportunities
- Ability to communicate confidently using a variety of communication methods
- Proven ability to work creatively in a problem-solving environment
- Self-motivated - personal drive and enthusiasm to continually improve and readily embrace change
- Foundational understanding of ITIL methodologies and standards
- Excellent commercial acumen and business awareness
- Ability to work flexible hours when required

**Desirable Skills**:

- ITIL Foundation v3
- Knowledge of Public Cloud IaaS, Network and Communciations and associated Managed Services

**Other**:

- Valid, full driving license
- Ability to travel when required
- Must be able to undertake a security and financial vetting process and successfully meet the organisation’s personnel screening policy

**About Us**:
**About Claranet**

At Claranet, we’re experienced in implementing progressive technology solutions which help our customers solve their epic business challenges. We’re committed to understanding their problems, delivering answers quickly, and making a lasting impact to their business.

We are agile, focused and experienced in business modernisation. Our approach helps customers make genuine, significant shifts in their business strategy, to deliver financial savings, boost innovation, and create a resilient business. We continually invest in our people and the latest technologies, so our customers get peace of mind knowing that they have access to the best talent and services.

In the UK we have over 500 staff working in London, Gloucester, Warrington, Bristol, and Leeds, or as homeworkers.

**Working for Claranet**

Here at Claranet we pride ourselves on going the extra mile for and with our employees (yes, we really mean with). We offer an extensive benefits package that you can tailor to your needs, inclusive of a matching contribution pension scheme, healthcare, insurance, dental, discounted gyms and app supported benefit access.

But what we think makes us different is ‘Team Claranet,’ our dedicated internal part of the business that supports you with matters close to your heart. We proudly support local charities in each of our office locations, support employees with paid charity leave, organise key charity fundraising event per year and have a dedicated committee responsible for supporting employee’s fundraising efforts.

Claranet are one of the 10 founding members of TC4RE (Technology Community for Racial Equality.) Being a part of a group of leading UK technology organisations, we are dedicated to building a more diverse and inclusive workforce. We are also very proud members of Tech Talent Charter, a government supported, industry-led membe