Location
Gloucester
Department
Customer Operations
Advertising Salary
Competitive

About The Role

Essential duties & responsibilities

  • Lead the team in managing business critical in-life services across Claranet’s portfolio of Hybrid Cloud, Network, Communications and Security Services
  • Accountable for successful day to day delivery of the contracted services that the customer success team oversee
  • Attend monthly/quarterly service review meetings (face to face, voice to voice and via portal as required) to support the development of the customer success team
  • Provide recommendations to the management team and business units for service improvements and identify opportunities for growth and retention
  • Drive and own the recommendations for change gathered from the team from service reviews, be passionate about owning the challenge internally (sales and functions) and ensure internal & external commitments are appropriate and managed to resolution
  • Consult with the team on a regular basis to ensure that strategic, organisational, and operational challenges are presented up to the management team
  • Build successful relationships with and drive performance of key internal stakeholders - Service Operations, Infrastructure, Project Management and Business units ensuring service excellence
  • Able to assist in negotiating and maintaining services contracts, drive revenue opportunities and mitigate churn
  • Evaluate infrastructure Changes or new projects for operational impact to the customer and implement strategies to mitigate any negative service effects
  • Shared accountability for core KPI’s linked to customer growth, retention and Customer Satisfaction
  • Facilitate and resolve (technical and non-technical) issues between Claranet and the Customer in an escalated state and Team Leader level
  • Assist the Head of Customer Success to production of incident reports and management reports when required
  • Drive continuous service improvement and manage service improvement plans where appropriate
  • Review appropriate documentation for bespoke reporting and contractual requirements where needed

About You

Position specifications

Essential

  • Demonstrable ability to work within a matrix organization
  • Responsible for identifying gaps in service and feeding them to the business units and management team supporting new opportunities
  • Innovative, digital native, technology “hungry”, is comfortable with ambiguity and a change environment that is the “digital era”
  • Experience in successfully managing people through complex relationship management 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 people changes within a customer driven environment
  • Strong leadership and negotiation skills, ideally in an ICT Service environment
  • Confident ability in decision making & problem-solving skills
  • Ability to prioritise multiple complex tasks, whilst working to tight deadlines
  • Ability to communicate confidently at all levels verbally and written whilst demonstrating close attention to detail
  • Proven ability to work creatively and analytically in a problem-solving environment and able to develop others to do the same
  • Self-motivated – personal drive and enthusiasm to continually improve and readily embrace change
  • Appreciation of ITIL and AGILE methodologies and standards, ideally accredited to Practitioner or Manager standards
  • Excellent commercial acumen and business awareness
  • Ability to interpret and lead discussions with data and make recommendations
  • Ability to work flexible hours when required
Desirable Skills:
  • ITIL Foundation v3
  • Team Leadership – aspects of performance management, recruitment
  • Knowledge of Public Cloud IaaS and associated Managed Services
  • 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 £400 million, over 6,500 customers, and more than 2,500 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.

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.

The Customer Success Team Leader will be responsible for working with the Head of Customer Success to lead the service management team to deliver all relationship activity related to customer relationship management of Claranet’s aligned customers.  This will include the efficient and effective provision of these services to meet the customer needs and our contractual promise. At all times the Team Leader must ensure activities maximise the opportunity highest levels of customer satisfaction, growth and retention.

As we move at an increasingly fast pace to a digital world, customer requirements are likely to change over the term of the contractual agreement. With this in mind we are looking for an innovative, digital aware, agile individual that relishes the world of change and the level of complexity this brings to any customer focused organization and work with the Customer Success team to inspire to do the same.

The Team Leader must be passionate about building strong, mutually beneficial partnerships with our customers, and with their internal stakeholders they must support the team to deliver actionable insight and proactively question the status quo to ensure that Claranet stays at the leading edge of customer experience.   The Team leader must ensure all customer management activities undertaken by the team improve service, strengthen the relationships and ensure the customer solution continues to evolve and reflect the customers future business needs.

The Team Leader will coach and develop the team to ensure we build supportive relationships across multiple customer stakeholders both internally and externally.  They will be a customer advocate within Claranet with multiple business functions to ensure that all aspects of our service meet and future proofs the customer expectations.

We’re working on building an ever-improving company based on openness, diversity, collaboration, and empathy as our core values, a company that aims to be inclusive for the diverse group of people we get to work with, and where everyone supports each other and celebrates successes together. We want our people to feel engaged, comfortable, and healthy—and to know that they can belong here, no matter their story or background. If this resonates with you, then come and join us

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