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 engagement primarily over the phone but may be asked to meet with customers face to face and are able to draw upon a number of data sources are able to deliver relevant customer insight.   CSM’s are commercially aware 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.

Essential duties & responsibilities

  • Leads customer proactive engagement with a subset of Claranet’s Corporate customers who contract services across Claranet’s portfolio of Hosting, Network, Communications and Security services
  • They will be aware and are measured against Service KPI’s and SLA’s
  • Able to manage customer contact engagement that maximises the relationship and knowledge of the customer
  • Organises quarterly review meetings voice to voice and via portal as required and occasionally face to face following the customer governance outlined by the management team.
  • If applicable the CSM will lead the production of quarterly customer insight documents to demonstrate adherence to Service Level Agreements and identify opportunities for improvements for growth and pass these onto the business unit.
  • Has foundational 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
  • Able to lead conversation with customers on organisational, and operational challenges
  • Builds successful relationships with all internal stakeholder teams
  • Assists in referring, negotiating and maintaining services contracts, drive revenue opportunities, growth and mitigate churn
  • Support the management team to evaluate infrastructure Changes or new projects for operational impact to the client’s system
  • Supports the overall measures for client satisfaction (Net Promoter Score)
  • Effective resolution of all escalations relating to services provided
  • Manage and feed into financial targets when requested by the CSM management team

About You

Essential

  • Demonstrable ability to work across teams
  • Demonstrable experience in successfully managing customer relationship activities
  • Ability to develop and maintain relationships at all levels across multiple geographic locations (externally and internally)
  • Has worked closely within a sales led organization where close alignment virtual team alignment
  • Excellent decision making & problem solving skills
  • Able to confidently identify ways to maximise customer growth & retention opportunities
  • Ability to communicate confidently using a variety of communication methods
  • Proven ability to work creatively in a problem-solving environment
  • Self-motivated – personal drive and enthusiasm to continually improve and readily embrace change
  • Foundational understanding of ITIL methodologies and standards
  • Excellent commercial acumen and business awareness
  • Ability to work flexible hours when required

    Desirable Skills:

  • ITIL Foundation v3
  • Knowledge of Public Cloud IaaS, Network and Communications and associated Managed Services

    Other:

  • Valid, full driving license
  • Ability to travel when required
  • 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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