UK/Remote
Customer Operations
Competitive

About The Role

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.  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

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.

In owning all aspects of the customer relationship SCSM’s run contract governance including contact, meetings and service reviews, and are able to draw upon a number of data sources are able to deliver relevant customer insight to the customer and internally.   SCSM’s understands customer complexity including competitive landscape and key information that helps lead and develop whitespace working with Claranet’s business units to develop and grow customers opportunities.

SCSM’s will build and lead 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.

  • Owns 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
  • 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)
  • 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, own the challenge internally (Business Units) 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”
  • 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 clients on strategic, 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
  • Assist in 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
  • Manage to financial targets through customer P & L and is able to lead and direct to the benefit of the contract commitments
  • 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
  • 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
 

About You

Essential

  • Demonstrable ability to work within a matrix organization
  • Can lead strategic accounts and manage complex engagement governance
  • 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 independently up to C level
  • 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
  • Excellent decision making & problem solving skills
  • Proactively identifies ways to maximise customer growth & retention opportunities
  • Confident to lead commercial discussions as appropriate
  • Ability to prioritise multiple complex tasks, whilst working to tight deadlines and managing multiple stakeholder groups
  • 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
  • Proven experience in writing bid documentation, delivering bid presentations and is able to write bid related documentation such as service statement of work
  • Experience of Public Cloud IaaS, associated Managed Services and experience of enterprise transformation
  • Experience of end to end service and operational delivery management
  • Excellent commercial acumen and business awareness
  • Ability to interpret and lead discussions with data
  • 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.

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