Customer Success Manager

The Customer Success Manager is entrusted with the relationship and onboarding of UKCloud’s customers. This role is the technical point of contact during the customers onboarding early lifecycle phase of any project and will make sure that the customers are successfully onboarded and delighted by UKCloud.

This role will attend customer meetings alongside peers and to understand customer requirements for onboarding and implementation, and existing customer provisioning. The customer success manager will then liaise with internal stakeholders to deploy solutions and proactively ensure customer success through calls, demos and collateral and own the customer delivery relationship in this initial phase.

Key Responsibilities

• As a frontline customer advisor, build and maintain strong customer relationships and work closely with the customer services and technical operations teams by being the technical point of contact for the customers onboarding phase (typically 90 days)
• Ensure full understanding of customer designs and onboarding requirements by working in partnership with cloud architects and technical account managers
• Oversee the customer’s adoption, training and development of best practices to continually drive incremental value and return on the customers investment, which will include liaising with internal stakeholders to deploy complex solutions, and ensuring the customers have the correct collateral in a timely manner
• Tenacious focus on making every customer onboarding a success through proactive customer communication, conduct platform demonstrations and ensure the customers are trained well
• Accurately maintain records including record, update, manage and resolve tickets using the call tracking system whilst keeping all parties (internal or external) informed of the tickets progression via phone and email.
• Respond to incoming calls by answering phones and logging tickets to be passed on to the frontline team within the agreed KPI’s. Occasional monitoring of alerts by raising tickets and escalating as required to the correct team in accordance with priorities and agreed service levels

Authority/Decision Making

• Own escalations when required, irrespective of product or customer

Knowledge/Skills/Experience

• Demonstrable customer services focussing on customer success and delight; able to evidence metrics used
• Proven team management experience through resource planning, coaching and development
• Obtain and maintain excellent and up-to-date knowledge of UKCloud products and customer applications
• Demonstrated ability to communicate, present and influence credibly and effectively at all levels of UKCloud and UKCloud’s customers
• Experience in an IT support environment ideally while working in an ITIL environment. Working within a cloud business desirable
• An understanding of the principles of networking and internet technologies
• Problem solving skills, with an interest in IT and a keenness to develop new skills
• Ability to work effectively and deliver a high standard of work in a busy office environment
• Ability to prioritise, multi-task, and perform effectively within clear timelines
• Familiarity with and an interest in learning other internal tools to work efficiently to extract the necessary insights and metrics

UKCloud is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates. Candidates must be eligible to work and live in the UK and will be required to undergo and maintain UK government security clearance.

To apply, please click here and send us your current CV and a covering note detailing your current salary and the reasons you wish to join us. We look forward to hearing from you.