Strategic Customer Success Manager
External
Claranet · GloucestershirePrepare for this interview
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About the role
Claranet's Strategic Customer Success Managers (SCSM) are responsible for the larger strategic customer relationships of Claranet's customer base. Strategic Customer Success Managers own the customer experience ensuring the efficient and effective provision of these services to meet their assigned customer's needs. SCSM's lead and build strong partnerships with their customers and are able to proactively drive forward customer improvement across all aspects of the customer relationship, engagements, and contract obligations. They will be acutely aware of the P & L for the customers being managed by them and are able to own and lead discussions within the Claranet Business Units that delivers against the business unit commitments. SCSM's will always ensure that Claranet stays at the leading edge of the customer experience. All activity should be in the interest of customer growth, knowledge and ensures that the Customer solution continues to evolve and reflect the customers future their business needs within their respective marketplace.
Responsibilities
- Own the relationship with one or more of Claranet's larger strategic customers contracted services across Claranet's portfolio of Hosting, Network, Communications and Security services
- Accountable for successful delivery of all clients contracted services
- Be able to manage multi-level customer engagement that maximises the relationship and knowledge of the customer
- Organise and chair weekly/monthly/quarterly service review meetings (face to face, voice to voice and via portal as required)
- Support the Director of Customer Success to drive Customer Success Strategy, undertaking elements of the delivery of key projects when requested
- Working with the Director of Customer Success to ensure the right stakeholder engagement which supports the strategic direction of Customer Success, their strategic outcomes and wider strategic direction of Claranet
- Lead the production of weekly/monthly/quarterly governance reports to demonstrate adherence to Service Level Agreements, provide recommendations for service and commercial improvements ensuring appropriate capacity on current solution and identify and opportunities for growth
- Drive and own the recommendations for change in line with service reviews, monitor the challenge internally and externally with the customers to ensure that commitments are appropriate and managed to resolution
- Establish and maintain successful long-term partnerships with multiple customers, noting that these are subject to change based on customers solution delivery "peaks and troughs"
- Manage to financial targets through customer P & L and is able to lead and direct to the benefit of the contract commitments
- Drives measurable continuous service improvement and manage service improvement plans where appropriate
- Produce and manage appropriate documentation for bespoke support requirements in the form of bid material and Service Statement of Work
- Experience of enterprise technology stack including Cloud, Data, Workplace, AI, Digital Applications, and Cyber
- Skills and Attributes
- Flexible and creative to take considered risks
- Learn and adapt quickly to changing situations
- Self-motivated and able to work under pressure
- Ability to travel to different sites and locations on a weekly basis
- Manages conflict and challenges in an open and constructive manner
- Ability to work flexible hours when required.
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