Company Description

We are a managed services provider offering cybersecurity, communications, and connectivity that grows with our customers’ businesses – no matter what the future holds.

We don’t just provide solutions for today but for tomorrow, too. We’re always thinking ahead of the technology curve, so our customers feel confident that when they work with us, we’re striving to make their business future-proof.

Customer success is our success. We go the extra mile in providing superior service quality and unparalleled customer experience, becoming an extension of your business, and always delivering on our promise to make their business brilliant.

Job Description

Purpose of the role

To provide a single point of communication and ownership to Customers and driving resolution across Service issues whilst providing a first-class customer service, identifying, and offering service improvement and the identification of revenue opportunities within the Customer base.

An internally and externally facing role accountable for the effective management of assigned customers, whose primary focus is to build customer advocacy whilst ensuring that we deliver to contractual commitments. Management of customer expectations throughout the service lifecycle, being responsive, communicative, and innovative in our engagements with customers and working closely with internal stakeholders to deliver a positive customer experience.

What you will be doing

• Ownership of customers contract and obligations, identifying any gaps and risks within service and mitigating where require
• Manage regular and structured Service Review meetings with customers ensuring the appropriate preparation, data presentation and analysis, and action tracking.
• Management of customers, including preparing and delivering Service Management Reports, driving Continual Service Improvement Plans and Customer Satisfaction
• Act as an escalation point to both external and internal stakeholders related to customer service
• Work closely with Account Management to ensure a collaborative approach and drive strategic goals and opportunities for customers
• Reviewing the P&L for each customer to ensure profitability of the contract
• Adhere to strategic objectives and KPIs that support our growth and retention strategy, along with improving our customer experience
• Working with both internal and external stakeholders to support customer related activities
• Provision and management of Service Management related business reporting and forecasting for customers, for use within and outside of the function

What success looks like in this role

• Customer Satisfaction – NPS Scores, Service Management Surveys
• Customer Retention
• Additional opportunities and revenue growth
• Profitable contract management including reduction in cost to serve
• Adherence to SLA performance

Qualifications

What you need to have done already

• Customer facing role within a service industry
• Experience within an IT / Managed Service / Telecoms industry
• Proficient with Microsoft Office applications

Skills you will need to excel

• Maintain in-depth knowledge of products and service offerings, current and future; ensuring attendance and ownership of individual development where required to support the business.
• Strong communication and negotiation skills with a track record of success in influencing internal and customer stakeholders.
• Excellent written and verbal communication skills with confidence and the ability to communicate at all levels including executive engagement
• Customer focused with an emphasis on delivering a high level of customer satisfaction
• Resilience to fast paced/demanding environment
• Self-motivated with ability to prioritise time and tasks as necessary
• Ability to drive and facilitate change
• Ability to influence and negotiate
• Ability to meet critical deadlines

Other qualifications

• ITIL Foundation (v4)
• ITSM experience with ServiceNow