In this role you will lead the customer success architecture team for Tier 1 & 2 accounts, owning post‑sale CSA activities and driving OI generation. You'll champion the customer experience to boost revenue growth, retention, and long‑term partnerships while identifying cross‑sell and upsell opportunities.
What will I be doing?
Deliver
* Reduce churn through consistent communication and value-driven outcomes.
* Lead and coach the team on strategic customer conversations.
* Own the CSA process (Vision, Discovery, Roadmap) and embed it into Pre‑Sales.
* Act as escalation point and ensure solutions align with ANS Enterprise Architecture.
* Champion customer feedback, drive initiatives for improved experience, and promote automation/AI in CSA processes.
Find
* Collaborate with internal teams to identify upsell and cross‑sell opportunities.
* Recruit technical, commercially savvy talent and ensure robust coverage.
* Build vendor relationships to create growth opportunities.
* Foster proactive engagement, meet LIOS, and enable the team to generate leads.
* Promote a Trusted Advisor culture and leverage CSA processes to drive OI.
Grow
* Build relationships with key influencers and decision‑makers.
* Inspire and coach the team to achieve OI targets and remove blockers.
* Drive collaboration across Sales, CSM, and CSAM for exceptional customer experience.
* Track renewals, champion accountability, and strengthen vendor partnerships.
* Create growth through Trusted Advisor routes and opportunity identification.
What will I bring to the role?
Cloud Architecture Expertise
* Deep knowledge of Azure, AWS, and multi‑cloud environments
* Design scalable, secure, cost‑optimized solutions
Customer Success Strategy
* Expertise in lifecycle management and adoption frameworks
* Align technical solutions with business outcomes
Enterprise Solution Design
* Experience in complex architectures for large enterprises
* Strong understanding of integration, security, and compliance
MSP Service Delivery Knowledge
* Familiarity with ITIL, managed services, and SLAs
* Translate service capabilities into customer value
Leadership & Team Management
* Proven ability to lead technical teams
* Skilled in mentoring and performance management
Stakeholder Engagement
* Influence C‑level executives and build trust
* Excellent presentation and communication skills
Technical Breadth
* Knowledge across networking, security, data, and AI/automation
* Guide decisions across multiple technology domains
Commercial Acumen
* Understanding of contracts, pricing, and profitability
* Balance customer advocacy with business goals
Change Management & Adoption
* Drive organizational change and user adoption
* Familiarity with Prosci or similar frameworks
Risk Management & Governance
* Identify and mitigate technical and operational risks
* Knowledge of governance and compliance standards
Location: Manchester, England, United Kingdom
Senior level: Mid‑Senior level
Employment type: Full‑time
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