Customer Success Manager

Core is a Microsoft Cloud Managed Service Partner, specialising in Microsoft 365 technology for people and businesses who want to realise modern workplace technology solutions to drive their business forward. We specialise in providing a wide range of services, solutions and software to optimise our clients’ Microsoft investments.

Job description: 

The Customer Success Manager will be responsible for high level customer engagement with Core’s key clients. This role involves coordinating project and managed service deliverables along with regular reporting against performance SLA’s to the customer, conducting regular service reviews and capturing feedback from the customer. The Customer Success Manager role provides a key interface for client communication back to the business and as such will be highly skilled at negotiating and cultivating good relationships with both internal and external stakeholders. The role will include regular customer contact as well as engagement with internal service teams managing incidents and change. 

The Customer Success Manager will be aligned to Core’s Managed Services team. The Managed Services team is responsible for delivering ongoing contracted services and support to all clients with ongoing contracts. Adherence to Core’s values of respect to our customers and colleagues and delivering a responsive, expert service is a must.

This is a remote position; however, candidates must be permanent residents of the UK and must work remotely from within the UK.

Duties & Responsibilities:

•    Proactively seek out opportunities for engagement with customers to translate feedback into opportunities to succeed.
•    Act as a key point of customer and internal escalation for project and service issues.
•    Prepare and maintain Customer Service Improvement Plans for key clients.
•    Ensure regular Planning and Service Delivery Reviews with clients take place and where possible, attend those meetings.
•    Produce detailed reports to customers on Core performance against baseline project plans, SLA, and customer resource consumption.
•    Manage relationships with the customer, project, and support teams.
•    Manage escalations and Major Incidents.
•    Work with account teams on contractual negotiations for renewals.
•    Report on client profit and loss KPIs.
•    Ownership of Service Management processes and their documentation in IT Glue.
•    Ownership of the transition process of Managed Service customers from pre-sales to operational support.
•    Capacity planning of support teams to ensure the success of newly onboarded customers.
•    Identification of service improvement opportunities.
•    Ensure customer satisfaction meets expected standards.
•    Build strong customer relationships that help reduce commercial risk.
•    Develop effective escalation plans.
•    Build strong relationships with operational teams to align service supply with customer demand.
•    Ensure reporting is repeatable and consistent across all customers.
•    Ensure continual service improvement is embedded across each customer. Own and manage the delivery of CSIP plans to maintain service performance and customer satisfaction.
•    Create customer excitement. Stimulate customer demand by ensuring service roadmaps continue to evolve (work with operational teams to support you).
•    Develop an IT Service Management Plan (ITIL process delivery) to improve service consistency and reliability. Owning and delivering key processes including change, problem, and major incident management

Skills/Experience:

• Experience of Project and Operational Incident, problem, and change management within a complex environment.
• Strong partner management expertise, with demonstrable experience of navigating complex multi-vendor environments.
• Exceptional stakeholder engagement, influencing, and communication skills.
• Ability to work under pressure, multitask, and handle multiple assignments simultaneously.
• Excellent time-management and problem-solving skills.
• Strong technical background.
• Minimum of 2 years’ experience in a similar role.
• ITIL v3 or v4 Foundation certification.

Competencies & Behaviours:

• Strong communication and interpersonal skills.
• Positive and can-do attitude.
• Ability to take a methodical approach to service issues.
• Demonstrated initiative and a proactive mindset.
• Aptitude for collaborative work with others.
• Ability to work under pressure to meet SLA's and remain calm in stressful situations.
  
  

We offer:

• Work from home contract but alternatively, you can also work from our offices (London, Manchester, Milton Keynes, Glasgow or Edinburgh).
• Appropriate, modern technology to support the fulfilment of your role.
• Significant focus on Learning + Development, including training courses, seminars, and social events in London.
• Two paid leave days per year to volunteer for causes that resonate with Core's values, such as charitable efforts, environmental initiatives, and supporting the next generation in tech.
• Private healthcare.
  
• Death in Service Life Assurance.