Senior Customer Success Manager

Location Farnborough
Category Sales & Marketing
Contract Type Permanent
Salary Competitive

Role Purpose:

Do you have passion for customer experience? A proven track record of building and fostering exceptional and trusted relationships with your customers? Do you have a talent for proactively growing and renewing business across that customer base? We strive to delight (Please) our customers, be Proud of all that we do and to be Profitable as a result. Does our our 3P’s ethos resonate with you?

The Senior Customer Success Manager (CSM) is pivotal in demonstrating to our customers that we are the right people to help them achieve their strategic objectives, whilst ensuring that we provide maximum value to the public sector and adjacent markets.

Working as a part of a talented and fun team, you’ll share your experience, sales skills, and service delivery knowledge to make a valued contribution towards the success of our business. 

 

Key Responsibilities:

  • Owning the relationships with your customers, you will form a strategy to identify products and solutions to solve their problems, driving adoption ensuring renewals as well as managing the customer journey to ensure an exceptional customer experience.
  • Experience of managing high revenue customers (exceeding 3m) with complex requirements.
  • Conducting regular Success Reviews to ensure that the business is exceeding the customer requirements and meeting predefined KPIs.
  • Be operationally exceptional in the day-to-day running of the business including (but not limited to) pipeline development, forecasting, customer growth planning, opportunity management, collaboration, and best practice sharing. 
  • Lead multiple customer sales cycles from qualification through close; effectively orchestrating necessary resources, completing required sales activities (SCOTSMAN)
  • Develop strong relationships with key decision makers and influencers within the Territory and assigned customer base by providing insights and value that establishes credibility and trust. 
  • Meet and exceed quarterly growth targets (Bookings and or Billing expansion) and service delivery metrics.
  • Collaborate with UKCloud Partner Directors to leverage full value from the UKCloud ecosystem. 
  • Ensure all sales and service communications are correctly and accurately reflected in CRM system.

 

Authority/Decision Making:

  • Develop and agree Customer Growth Development Plans ensuring knowledge transfer, ease of contact and escalation. 
  • Own high-level escalations, irrespective of product or customer. 
  • Use knowledge and experience to actively develop opportunities to significantly increase revenue and satisfaction and service delivery.

 

Knowledge/Skills/Experience:

  • Passionate about being a valued part of a talented team, sharing ideas and promoting a problem-solving mindset to drive customer engagement and loyalty.
  • You will prioritise your workload and demonstrate the ability to multitask, remaining poised and diplomatic, whilst under pressure from your customers.
  • A completer finisher, capable of being both a company and customer champion
  • A passion for providing an exceptional customer experience, going above and beyond to deliver the right outcomes. 
  • Exceptional Communication Skills
  • Excellent sales skills that you can demonstrate from your experience
  • Proven ability to build exceptional customer relationships at all levels, predominantly C level
  • Deep understanding of the Sales Process and the ability to drive adjacent sales to broaden our engagement with the customer. 
  • Excellent priority management and planning
  • A proven track record of achieving billing targets
  • Deep understanding of Cloud hosting services
  • Previous experience of producing quotations & order entry
  • 4+ years in TAM, SDM or CSM role
  • ITIL certification
  • Project Management experience, an advantage

 

About UKCloud

UKCloud provides an unbeatable, secure UK public cloud. Focused solely on serving the UK Public Sector. We are committed to assurance and security while delivering flexible, agile and value-based cloud hosting to our customers.

  • Doing the right thing. By delivering better services to citizens and better value for taxpayers, by reducing the time, costs, and risks of digital transformation.
  • Accelerating digitalisation with local multi-cloud experts. Our award-winning customer support is here to help our customers throughout their journey with us.
  • Harnessing multiple cloud services. To help organisations use multi-cloud to address existing and legacy IT as well as cloud native applications.
  • Uncompromising safety and integrity. As we believe the UKs public services are a national asset that needs protecting and nurturing.

Formed in 2012, UKCloud is based in Farnborough (Hampshire) and Corsham (Wiltshire). We have a team of 200+ people and we continue to grow! We are looking for people who want a rewarding career in a business who truly invest in you as an individual.

 

Colleague Benefits:

Competitive salary plus 10% bonus potential paid quarterly

25 days' annual leave increasing to 30 days with length of service + half day birthday leave + charity day + Bank Holidays

Options to buy and sell annual leave

Flexible office and home working options 

Contributory pension

Life and medical insurance

Funded team social and charity events

Onsite facilities including cafe, restaurant and gym

Company funded fruit and soft drinks plus Friday breakfasts

Wellbeing initiatives

Cycle to work tax efficient scheme

Access to ample free parking

Shuttle bus to national rail services

 

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


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