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Customer Service Manager

Closing date
7 Jul 2022

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Technology & New Media
Contract Type
Full Time
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The Customer Success Lead will be responsible for working with our customers to ensure they are gaining the most value from their partnership with our business and our products.

Must have telecoms experience - 2/3 days a week in the Manchester office

Your primary responsibility will be to provide an exceptional experience for our customers. You will work to support our partners through their onboarding journey with the aim of delivering maximum value from our products and services whilst establishing and strengthening customer relationships. As a Customer Success Lead you will meet and exceed our customers' goals and objectives, driving effective product/technology adoption.

Working closely with our Business Process Engineering, Operational, Product and Sales teams you will identify and facilitate conversations with relevant stakeholders whilst working to enhance customer journeys. As a Customer Success Lead you will undertake reporting and analysis on partner contact and user behaviour to build a clear understanding of product consumption to enable improvements to our product, sales cycles, and operational service. You will be pro-active in intervening on and raising known issues to maintain a seamless customer experience for our products and services and maintain partner engagement. You will also be a key player in the feedback of the design and implementation of new products/features to ensure exceptional service experiences in life.

This role requires somebody who is a strategic and creative thinker, as well as an inspiring and collaborative team member able to both influence and drive change.

Key Relationships:

Customer Operation & Network Teams incl SME's

Product Managers

Technology Teams/Value Streams

Sales and Marketing

Main duties and Key deliverables:

Be a point of contact for customer queries for new product launches, taking customer contacts via our existing live contact channels to gain insight into customer challenges and help to implement service improvement.

As a product expert, support customers with the on-boarding of new products. Hosting regular calls throughout the on boarding cycle and raising critical issues into our DevOps teams for review and follow up action.

Conduct internal service improvement workshops to gain insight from relevant operational experts.

Collaborate and work with key stakeholders included in the end-to-end service design and new product release process. Support the testing of new features or services and share knowledge and experience with colleagues.

Actively identify opportunities to reduce support costs and improve customer self-serve and ensure that these are clearly communicated to our wider teams, including Products, Sales, Technology/Development and Operations.

Identify and feedback opportunities for where the business can develop initiatives that will optimise existing service processes, tools, or systems through ticket/contact analysis and direct customer feedback.

Provide regular reports to key stakeholders in relation to ongoing projects, product performance and both customer and internal support team feedback.

Ensure that Operations teams are embedded within our Value Streams and our core service principles are met.

Drive customer satisfaction and retention by working cross functionally with our product, sales and BPE teams.

Identify lead generation opportunities through customer engagement and work with sales team members to ensure any leads are acted upon.

Act as an escalation point for our customers during on boarding to coordinate our response when challenges arise.

About You

Customer focused with a strong analytical mindset to effectively resolve technical issues / enquiries at the first point of contact where possible and encourage customer use of self-serve tools.

Ability to influence process and deliver complex changes, identifying potential simple solutions/approaches from a variety of positions.

Able to work with autonomy to deliver business priorities and manage workload within a dynamic operating environment.

Exceptional customer service, verbal, written and presentation skills.

Have a basic understanding of the Software Development Lifecycle (SDLC).

Ability to work with minimal support and can influence and mentor others.

Have the ability to apply a digital understanding to operational service design needs, supporting with possible solutions enabled by digital technology.

Comfortable demonstrating new / existing software features to customers and internal teams whilst also supporting training needs as required.

The above list of responsibilities is not exhaustive, and you may be required to undertake other responsibilities and training as requested by your line manager, appropriate to your grade
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