We are actively building diverse teams and welcome applications from everyone.
Role: Customer Success Manager
Location: Based out of one of our SCC Offices (Bracknell, Birmingham, London, Manchester or Leeds) and on customer sites when required. (SCC operate hybrid working, which comprises of a mix of office and home working)
Contract Type: Permanent
Salary Package: Competitive plus company car/car allowance large company benefits, a broad flexible benefits scheme, and 2 paid-for volunteering days a year
Hours: 9.00 am – 5.30 pm, Monday – Friday
Interview Process: 2-stage process
Why SCC?
- An inclusive workplace
- Excellent package: solid basic and company benefits
- Hybrid working & core hours in line with role requirements
- Career development and life-long learning opportunities
- Opportunity to join Europe's largest privately-owned IT Company
Role purpose:
To drive retention and account evolution activities for a number of aligned accounts. You will do this by ensuring that SCC are delivering a regime of mutually agreed, meaningful and measurable service evolution, which remains aligned to the Customer’s changing business objectives.
Bridging our Sales and Support functions, CSMs are relationship managers who expand customer accounts as well as solve their problems. This includes collaborating with technical teams where needed to remediate any thematic issues raised by customers which are preventing them from achieving their objectives, and with business units delivering services to ensure they evolve to meet the needs of your Customers.
You’ll also gauge customers’ levels of engagement with the company and provide feedback to relevant teams regarding service improvements.
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- You will prepare customer success plans and work with technical teams to agree the service roadmap for strategic accounts. You will also lead the process for regular business reviews with the client highlighting successes, identifying and agreeing remedial actions where needed so that we maintain customer satisfaction and maximise our prospects for account retention.
- Support or response to any alerts, red flags or poor ‘health’ (i.e., engagement). This could be directly from a customer reaching out about an issue or any critical or overdue customer support interaction; or it’s a response to a health check that hasn’t gone as well as expected. The point is that our customers will know that you are there to support them – and get their issue sorted – when needed as this helps to build a strong relationship.
- Customer renewals are what keep the recurring revenue recurring. Therefore, it is vitally important to follow up on the current renewals to avoid any last-minute surprises (especially when long-term contracts are due for renewal). This is why the relationships the CSMs build, added to the periodic health checks and business reviews they hold with our customers, are so important.
- Upsell, expansion and upgrades are three core ways in which CSMs can drive growth. It is also the best way to increase the lifetime value of our customers. You’ll make this easier because you’ll have guided our customers throughout their journey and helped them solve the problems along the way. This relationship alone helps to make them that much “stickier”.
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- Previous experience as a successful Customer Success Manager, Account Manager or Service Delivery Manager, with a proven track record of working in a customer facing role.
- Experience working with - and managing - services, stakeholders and customers.
- Detail-oriented and organised
- Highly motivated and enjoy a fast-paced environment. Flexible approach, able to operate effectively with uncertainty and change
- Able to work independently, autonomously and take initiative