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Head of Customer Success

About The Role

We are actively building diverse teams and welcome applications from everyone.

Role: Head of Customer Success

Location: Remote - with Travel (SCC operate hybrid working, which comprises of a mix of office and home working)

Contract Type: Permanent

Salary Package: £90,000- £100,000 plus 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:

This role is accountable for ensuring that we understand what a successful partnership with SCC looks like, through the application and continual growth of a fit for purpose and flexible set of customer measures and data points.
Ensuring that we have a structured approach to capturing what success means to our multi service customers and ensuring we have a detailed and agreed plan that demonstrates to our customers our alignment to their strategies and the value their engagement with SCC brings. Ensuring that customer renewals are seamless and that the experience customers receive from SCC unlock wider service growth to be achieved by our Account Managers and BDEs.

Key responsibilities:

Accountable for capturing, reporting, measuring and communicating our Customer Experience internally and to our Customers. Ensuring a robust and flexible mechanism for collecting data (CSAT, NPS, CES) and ensuring this provides an accurate view of our customer perception and feeling and drives resolution of challenges posed.
Accountable for the successful execution of the Customer Success Framework, including implementation, delivery, value and ensuring the framework remains fit for purpose enabling the Customer Success team to meet their objectives, and the business’ growth aspirations.
Accountable for the successful renewal of annuity services where CSM is aligned and unlocking the ability for Account Management/BDEs to unlock new business unit/service growth.
Accountable for understanding account risks for CSM aligned accounts ensuring Customer Success Plans exist are agreed with the customer and enable growth.
Accountable for understanding deviations from budgeted annuity services where CSM aligned and ensuring the team have robust processes to identify and manage variations from budget.
Accountable for leading and motivating a high performing and collaborative workforce. Managing conflict and poor performance to limit impact to the wider team, business and customers
Responsible for shaping the overall CS strategy ensuring that we keep customers at the heart of everything we do and alignment of this strategy to the wider CX and SCC strategy.
Creation of reports, dashboards, metrics, KPI’s demonstrating control of cost and also value being delivered by Customer Success.

Skills and experience:

Experience of working with ITIL, ISO and other security standards and frameworks, ideally working in a Managed Service Provider (MSP) environment before.

Ability to identify business risks and design and implement mitigation plans is a must, as are strong numeric, analytical, and commercial abilities.

Experience of management at a senior level is essential, together with the ability to demonstrate the motivation, support, and development of others at all levels.

A high level of understanding of the wider commercial environment in terms of industry competition and market focus is essential.

Strong customer and service centric management background with experience of high growth driven change.

Ability to resolve conflict and resolve challenging scenarios.

About Us

SCC is Europe's largest privately-owned IT business, based out of the new £7m HQ office in Birmingham and we help clients succeed through IT transformation and exceptional customer experiences. We are a business where innovation is greater as we combine unique ideas, people and disciplines. We are a global company that is passionate about IT and where we look to simplify the complex.

We are an equal opportunities employer

SCC is committed to providing equal opportunities and a proactive and inclusive approach to equality and diversity in employment. No applicant or employee will be treated less favourably than another on the grounds of a protected characteristic which are defined as sex, sexual orientation, age, disability, gender reassignment, trade union membership or non-membership, marriage and civil partnership, pregnancy and maternity, race and religion or belief.

If you are selected for interview, and need any reasonable adjustments made for your interview, please let the SCC Talent Acquisition team know, at the point of scheduling.

Diversity & Inclusion at SCC - https://www.scc.com/diversity-and-inclusion/

Sustainability at SCC - https://www.scc.com/sustainability-at-scc/

Life at SCC - https://www.linkedin.com/company/scc/life

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