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Customer Engagement Manager

Closing date
15 Sep 2021

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Technology & New Media
Contract Type
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CoreAzure is recruiting for a Customer Engagement Manager to join on a permanent basis. The post holder will be Home-based (this role will require occasional travel in the UK).

CoreAzureCoreAzure are experts in working with organisations across the Public and Private sector. Working with our clients to enable true digital transformation through exploiting the Microsoft Cloud Platform. CoreAzure is proud to be a Microsoft partner on the gold cloud platform.

RequirementsThe Customer Engagement Manager helps maintain existing business with current customers, grows business relationships and assists bringing new customers on board. The Customer Engagement Manager helps customers better understand the full potential of our service offerings and acts as a key liaison between the customer and the CoreAzure teams. They are also responsible for collaborating with different work groups and departments to improve customer support programs and enhance customer satisfaction.

The Customer Engagement Manager will
  • Ensure staff understand the importance of, and embrace, the culture of excellent customer service within Managed Services, and across CoreAzure in the context of Managed Services.
  • Maintain a thorough understanding of the strategic vision (set by the Head of Managed Services) for the CoreAzure Managed Services service offering, as well as the wider CoreAzure offering, in order to align customer needs and expectations
  • Understand customers' relevant culture and behaviours
  • Ensure levels of engagement between customers and CoreAzure fulfil customers' expectations
  • Ensure regular updates are provided to clients on the progress of projects, managed services performance and campaigns that directly affect them
  • Ensure unresolved issues are escalated promptly and appropriately at all levels to achieve resolution
  • Ensure that all processes used are appropriately documented, followed, regularly reviewed and updated when required
  • Become a reliable and trusted point of contact for individual customers identified by senior management
  • Develop and maintain an in-depth understanding of customers' environments and requirements to identify areas where we can add value
  • Acting as a point of escalation, mediate between CoreAzure and customers' representatives over complex problems or disputes
  • Develop open and effective channels of communication with each client that can also be employed by other departments
  • Collaborate effectively with the Service Improvement Manager and Service Desk Manager to achieve the best outcomes for customers and CoreAzure
  • Build and maintain effective professional relationships as required within CoreAzure, with Customers, and with third parties involved in Managed Services operations
  • Maintain awareness and consider the balance of cost, quality and customer experience of running Managed Services at all times in the context of Customer Engagement initiatives
  • Maintain comprehensive accurate records and documentation of all customer interactions including relevant cultural and behavioural considerations for the consumption of others
  • Develop a customer engagement roadmap for individual customers of Managed Services
  • Assimilate information from ongoing CoreAzure projects running at Managed Services' customers and present/share this information in the best way to increase customer satisfaction
  • Create monthly and quarterly reports using available data to confirm KPIs are being met and identify opportunities for further improvement
  • Actively participate in Service Reviews
  • Any other duties as and when required commensurate with organisational position
Ideal candidates will demonstrate
  • Experience of working on a Service Desk
  • Embrace a passion for IT and technology
  • A proven focus and ability to deliver effective customer service, achieving high levels of customer satisfaction through professional attitudes and situational awareness.
  • Strong communication skills, including the ability to be influential and persuasive with stakeholders
  • Ability to engage a non-technical audience to share technical information
  • Ability to clearly communicate technical information with a technical audience
  • Ability to engage a technical audience to share non-technical information
  • Adept at producing high quality documents and documentation
  • Understanding and appreciation of effective leadership practice
  • Learn quickly and keep up to date with the latest technology advancements.
  • Have a broad and deep knowledge of server and desktop operating systems, networks and office systems, plus Microsoft cloud offerings.
  • Demonstrate an ethos of continual business and professional development
  • Experience of involvement in customer engagement initiatives
  • Understanding of principles of financial management and budgeting
  • Ability to anticipate customers' needs
  • Strong analytical, creative and innovative problem-solving skills, with the ability to identify root causes in complex scenarios.
  • Demonstrate flexibility and adaptability to meet the needs of demanding workloads.
  • Willingness and ability to work during weekends and out‐of‐hours when necessary (additional compensation for these hours of working will apply in line with T&Cs).
Desirable Requirements
  • Proficient in the use of Microsoft Office suite, including Project and Visio
  • In-depth knowledge of / experience using NLP techniques in a business setting
  • Business psychology understanding
  • Experience of identifying areas for process improvement
  • Proven track record of effective team working and broader organisational collaboration
  • Experience of actively participating in Customer Service Review meetings
  • Excellent report writing skills
  • Experience using Excel (or PowerBI) for data analysis and statistical reporting
  • Experience of dispute resolution / mediation
  • Experience of Customer Account Management
BenefitsCore Azure is passionate about its people; we want our colleagues to develop the things they are good at and enjoy.By joining us you can expect
  • Autonomy to develop and grow your skills and experience
  • Be part of exciting project work that is making a difference in society
  • Strong, inspiring and thought-provoking leadership
  • A supportive and collaborative environment
As well as this, we offerWellness 24/7 Confidential employee assistance programme

Time off 25 days a year and an extra day off for your birthday

Pension Salary Exchange Scheme with 4% employer contribution and 5% employee contribution

Discretionary Company BonusLife Assurance of 4 times base salary

Private Medical Insurance which is non-contributory (spouse and dependants included)

Worldwide Travel Insurance which is non-contributory (spouse and dependants included)
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