Head Of Customer Success Management

Salary: Competitive Rates / Negotiable

Based in: Farnborough, Hampshire

Additional Package Info: Pension, Healthcare, Life Cover, Bonus

We are looking for that someone who lives and breathes customer success to join us and bring that spark with them.
We continually listen to our customers to continually improve so there’s great things you can help us with.

As an ambassador for customer success and delivery, you will lead, manage and continually improve UKCloud’s customer success function to deliver a high quality customer onboarding and service experience.

You will be comfortable with both leading and being ‘hands on’ for the technical architecture and management of a number of complex customer projects working alongside the Customer Success Technical Architect.

Acting on opportunities to improve on areas such as change and capacity management, removing service delivery delays, accelerating customer revenues, and improve the KPI’s and NPS measures defined for the team.

Being hands-on, you will be comfortable with leading the technical architecture of complex customer projects during their onboarding and provide guidance and support as required.

Essential Requirements:

• Proven experience of leading customer service delivery teams within a technology industry
• Proven experience of service transformation and continuous improvement utilising leadership, process development, and stakeholder management skills
• Commercially minded with the gravitas, drive and the ability to motivate and coach colleagues to achieve results. Able to influence and guide others including stakeholders to make changes and take action without direct line authority
• Proven practical experience and understanding of VMware and/or OpenStack, and CISCO Networking technologies
• Experience of designing, deploying and supporting IT solutions utilising cloud computing (IaaS, PaaS, and SaaS) and data centre technologies such as Servers, Storage, Networks and Applications.
• Practical and proven experience of managing IT projects to successful completion using basic project management techniques and tools.
• Experienced in the development of ITIL processes
• Self-organised with excellent communication and interpersonal skills, disciplined, organised and self-motivated
• Ability to take responsibility for technical development in support of a technical architecture role

Desirable Requirements:

• Experience of working in or with the UK Public Sector
• Security and assurance regimes used by the UK Public Sector to assure sensitive information.