Overview
As a CSM within the Customer Success team, you are an experienced CSM with a strong knowledge of the role itself and ANS’ more generally. You will be responsible for our Tier 2 customers.
You will play an important role in adopting a customer culture across the Customer Success Unit; improving customer value, driving retention and growing long-term partnerships with your assigned customers, often collaborating directly with the ANS AM / AE and Exec Sponsor.
Roles And Responsibilities
* Consistently focused on brilliant basics that drive great outcomes as measured by the Leading Indicators of Success (LIOS):
o 80% of customer users have logged into glass.
o 100% of contracted SMR’s completed.
o 70% of customers KORE score is >3.7.
o 100% of contracts have a renewal forecast.
o 85% of renewal forecast commit comes in.
o 80% SLA across all open VOCs.
o 10 x non SMR customer meetings delivered.
o 100% of success plans in place.
o No. opportunities identified (target to be defined).
* Serve as the primary day‑to‑day contact for Tier 2 accounts focusing on driving exceptional retention outcomes, providing a platform for growth and long‑term strategic alignment between customer and ANS.
* Manage and support customer progression through success plans; responsible for driving optimum value for customers.
* Identify and support the generation of upsell and cross‑sell opportunities across assigned customers.
* Use data‑driven insights to track value delivered and customer sentiment across assigned customers including accurate renewal forecasting.
* Build and maintain strong relationships with aligned customers, addressing their needs, and ensuring they derive maximum value from ANS’s products and services.
* Act as a point of escalation for your customers, overseeing issue resolution and any engagement challenges.
* Act as voice of the customer within ANS, amplifying their feedback with data and ensuring VOCs or OFIs are logged and actioned.
* Analyse and act on customer feedback for continuous improvement in customer satisfaction and loyalty.
* Work closely with the CSA’s to drive value‑added services and promote lead generation into the CSAM function.
* Develop and manage customer success plans within assigned customers.
* Maintain ANS GTM and Customer Success best‑practice knowledge through continual learning and certification.
* Demonstrate continual progression against Training and Development plans including appropriate external qualifications.
* Develop foundational sales knowledge through CoDevelopp, MEDDPICC and SIQ training programs.
* Drive continuous service improvement within assigned customers including but not restricted to:
o Maintain / increase ANS’ Customer Satisfaction levels.
o Customer specific SLA and KPIs.
o Improved efficiency of ANS delivery.
o Ownership of the onboarding experience.
o Identify customer trends / lessons learned.
o Process improvements.
* Ensure ITIL v4 best practice is maintained where suitable.
* Ensure all elements of the customer's service definition are being fulfilled.
* Present monthly customer status reports to CSU leadership.
Skills And Experience Required
* Proven experience in Service Management and ITIL processes.
* Excellent communication, interpersonal, and stakeholder management skills.
* A focus on continuous improvement.
* Knowledge of the ANS customer journey.
* Eye for detail to drive continual process improvement.
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