Customer Success Manager

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Customer Success Manager

Department: Service Management

Employment Type: Permanent - Full Time

Location: Hybrid

Description

Summary

Wanstor is an award-winning IT managed services provide. As we continue to grow, we are constantly looking at ways we can improve the support we offer to our client partners and we have now identified the role of Customer Success Manager as a key hire in our development.

As the Customer Success Manager, you will be responsible for maximising the impact of the investment our customers have made in technology and our managed services. As the owner of our customer contracts it is important to ensure we deliver against the commitments and service expectations of our client partners today and setting them up for continued success in the future.

This role is the linchpin between Wanstor internal departments and our customer's teams to promote alignment and collaboration on service improvement initiatives. You will be confident in analysing data, developing strategic plans, reports and presentations, for the customer and Wanstor's leadership team.

Key Responsibilities

• Responsible for the delivery of best-in-class IT Support services for the customers in which you are assigned to.
• Hold regular service delivery meetings with your customers.
• Develop and implement Service Improvement Plans.
• Ensure customers' contractual deliverables are met.
• Own Incident, Request, Change and associated escalation processes for your customers.
• Monitor and assess performance to ensure teams are meeting defined SLAs and KPIs. Take ownership of service performance escalations.
• Manage remedial actions from major incidents.
• Develop and deliver meaningful reports on service performance and improvements considering requirements of customers and leadership.
• Ensure that the right-fit Service Support and Service Delivery policies and processes are in place to meet individual Customer needs and make sure these are being met internally.
• Make recommendations to elevate the customer service experience with a focus on driving digital experience improvements.
• Oversee project service transitions to ensure smooth delivery, ensuring engineers are upskilled as appropriate.

About You

• Exceptional stakeholder management
• Exemplary time management. Able to delegate and prioritise well
• Confident taking ownership in pressured situations
• Decisive with a pragmatic approach
• Data driven, Creative problem solver
• Proactive written and verbal communication, excellent report writing skills
• Professional, positive, leads by example

Our Benefits

Wanstor is a sociable organisation and want to make sure everyone feels part of the team. Below are some of the perks we offer you:

• 24 days annual leave, rising by 1 day each year to a maximum of 30 days
• We have regular lunch and learns from staff and external speakers
• We offer everyone 5 days a year to learn something new
• We provide 2 days to volunteer
• We are a friendly team and have several team events throughout the year organised by our social team
• We have a lovely office based in Borough, hosting a great coffee machine and a rooftop terrace
• Vitality health, to make sure you are at your best