Gloucester
Customer Operations
Competitive

About The Role

Claranet’s Customer Success Managers (CSM’s) are responsible for the customer relationships of Claranet’s customer base.  They look after the customer experience ensuring the efficient and effective provision of these services to meet their assigned customer’s needs. As we move at an increasingly fast pace to a digital world, these solutions and customer requirements are likely to change over the term of the contractual agreement. With this in mind we are looking for innovative, digital aware, agile individuals that relish the world of change and the level of complexity this brings to any customer focused organisation.

Our CSM’s must be passionate about building strong partnerships with their customers and are able to proactively question the status quo to ensure that Claranet stays at the leading edge of 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.

CSMs own customer governance including contact, meetings and service reviews either face to face or over the phone and are able to draw upon a number of data sources are able to deliver relevant customer insight. CSM’s are commercially astute and are always looking for opportunities to act on customer feedback, identify and refer commercial opportunities that aid the long term growth and retention of the base. CSM’s understands customer complexity including competitive landscape and key information that helps develop whitespace working with Claranet’s business commercial leads to develop and grow customers opportunities. CSM’s will build strong external and internal relationships across our business functions and confidentially challenge these groups to ensure that all aspects of our service meets customer expectations and are future proofed.

Essential duties & responsibilities

  • Owns the relationship with one or more of Claranet’s Corporate customers contracted services across Claranet’s portfolio of Hosting, Network, Communications and Security services
  • Accountable for successful delivery of all clients contracted service and key KPI’s and SLA’s
  • Able to manage customer contact engagement that maximises the relationship and knowledge of the customer
  • Organises and chairs customer weekly/monthly/quarterly service review meetings which are primarily face to face (voice to voice and via portal as required) - the customer governance will be dependent on the customer size, spend, complexity and Business Unit demand for growth
  • Depending on the level of CSM engagement and if applicable the CSM will 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
  • The CSM team own the recommendations for change based on customer feedback and are able to challenge internally (Business Units) and with 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”
  • Has strong 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
  • Consult with customers on organisational, and operational challenges with their systems
  • Build successful relationships with and drive performance of key internal stakeholders - Service Operations, Infrastructure, Project Management and business units - to ensure service excellence for clients
  • Assists in referring, negotiating and maintaining services contracts, drive revenue opportunities, growth and mitigate churn
  • Evaluate infrastructure Changes or new projects for operational impact to the client’s system and implement strategies to mitigate any negative service effects
  • Overall accountability for client satisfaction (Net Promoter Score) and operational stability of client’s environments
  • Facilitate and resolution of problem solving (technical and non-technical) between Claranet and the Customer
  • Effective resolution of all escalations relating to services provided, including production of incident reports when required
  • Drive continuous service improvement and manage service improvement plans where appropriate and according to the level of CSM engagement
  • Produce and manage appropriate documentation for bespoke support requirements as needed
  • Manage and feed into financial targets where appropriate, ensuring that variable billing and service credit elements are delivered in a timely fashion

About You

Essential

  • Demonstrable ability to work within a matrix organization
  • Innovative, digital native, technology “hungry”, is comfortable with ambiguity and a change environment that is the “digital era”
  • Demonstrable experience in successfully managing complex customer relationship activities in a client services industry
  • Ability to develop and maintain relationships at all levels across multiple geographic locations (externally and internally)
  • Demonstrable experience of leading change within a customer driven environment
  • Has worked closely within a sales led organization where close alignment virtual team alignment
  • Strong leadership and negotiation skills according to customer complexity and size
  • Excellent decision making & problem solving skills
  • Able to confidently identify ways to maximise customer growth & retention opportunities
  • Ability to prioritise multiple complex tasks, whilst working to tight deadlines
  • Ability to communicate confidently at all levels whilst demonstrating close attention to detail
  • Proven ability to work creatively and analytically in a problem-solving environment
  • Self-motivated – personal drive and enthusiasm to continually improve and readily embrace change
  • Excellent appreciation of ITIL methodologies and standards, ideally accredited to Practitioner or Manager standards
  • Excellent commercial acumen and business awareness
  • Knowledge of Public Cloud IaaS, Network and Communications and associated Managed Services
  • Ability to interpret and lead discussions with data that drive revenue growth and retention
  • Ability to work flexible hours when required

    Desirable Skills:

  • ITIL Foundation v3
  • Understanding of Project Management and IT industry working practices / methodologies such as, Prince II, Agile, Waterfall

    Other:

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

About Us

Claranet combine pioneering technologies, practices, and expertise to propel our customers ambitions. Through a vibrant customer centric culture of collaboration, learning, and opportunity, we nurture a dynamic community of the best technology and service expertise spanning cloud, cybersecurity, networks, and unified communications. 

Founded in 1996, Claranet has evolved into a multi-disciplinary technology services provider with global reach. The company has annualised revenues of circa £350 million, over 6,500 customers, and more than 2,000 employees in nine countries. In the UK we have over 500 staff working in London, Gloucester, Warrington, Bristol, and Leeds, or as homeworkers.  

Claranet consistently appears in The Sunday Times Top Track 250 as one of the fastest growing privately-owned businesses in the UK. Our international success is driven by local service, out of local offices, using a mixture of local and international infrastructure, including hyperscaler clouds.

Claranet’s services help our customers do amazing things. We are experts in migrating and running applications and infrastructure 24x7, providing hosting, security, networks and communications managed and consulting services. Claranet is the highest accredited Multi-Cloud provider worldwide.

Through a culture of collaboration, learning and opportunity, Customer Service is a community of vibrant and dynamic service and technology experts, executing all facets of our operation with consistency, pride and efficiency.

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