Solutions Customer Success Manager

7 days ago

Marlow, United Kingdom Appcastenterprise Full time

**Would you like to work in a supportive, collaborative and innovative company?**
**Do you enjoy working as part of an enthusiastic, passionate, and collaborative team?**

**Join our Solutions Customer Success Team**

Softcat's Solutions Customer Success Team is responsible for proactively delivering customer engagements and driving positive customer experience within 5 core solutions. These solutions are Managed Print, Device as a Service, Collaboration, Connectivityand Infrastructure Support Services.

**Success. The Softcat Way.**

Softcat is a £1billion+ pa turnover technology solutions business and trusted partner to names like Apple, Microsoft and Adobe. Offering a growing portfolio of services including software licensing, cyber security and IT infrastructure, we give our technicalteams the tools and support to make exciting things happen. This is where to achieve more for your career.

**Do you want to have the opportunity to work in an established team that has a passion for providingcustomer support?**

You will play a key part in the customer journey, using data insights to drive performance, and forming strong relationships to ensure our customers' solutions are successfully onboarded and the maximum value is delivered and communicated at key milestonesthroughout the contract.

**As you'll be responsible for**:

- Own ongoing management of shared Solutions CSM mailbox
- Maintain customer engagement trackers across the services and solutions supported by the CSM team
- Manage customer facing CSM onboarding processes for each solution, including welcome calls and engagement mapping
- Collate and analyse data collected on Softcat's Solutions customers
- Contribute to health score management, monitoring customer engagements and satisfaction to identify both potential opportunities and at-risk customers

**What we need from you**
- Exceptional communication and interpersonal skills, comfortable presenting to customers
- Able to multi-task and prioritise requirements, whilst maintaining a focus on quality work
- Comfortable handling sets of data and delivering key findings as part of success reviews
- Excellent customer service skills
- Interest in developing a level of technical understanding around the solutions and services being delivered
- Driving license is essential as driving to customers site will be required as part of this role

**Work in a way that works for you**

We recognise that everyone is different and that the way in which people want to work and deliver at their best is different for everyone too. In this role, we can offer the following flexible working patterns:

- Hybrid working -2/3 days in the office and 2/3 days working from home
- Working flexible hours - flexing the times you start and finish during the day
- Flexibility around school pick up and drop offs

**Working with us**

Wherever you work, we want you to experience the freedom and autonomy to realise your potential. You will feel supported by a team that celebrates individuality, encourages different perspectives, and embraces every background.

**Join us**
- Softcat is an inclusive company where you can enjoy the career you want, without changing the person you are. We're welcoming to all and passionate about promoting greater diversity in the tech sector._

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