Job Title: SC Cleared Customer Success Manager
Location: Watford / Remote
Salary: Competitive, based on experience
About the Role
We are seeking a Customer Success Manager to join our growing Operational Application Hosting & Support team based in Watford. You'll be part of a dynamic environment supporting, maintaining, and managing a range of enterprise content management software solutions - from on-premises systems to Cloud SaaS offerings.
As a Customer Success Manager, you will play a pivotal role in ensuring the delivery of high-quality IT services to our customers. You'll oversee service management processes including incident, request, and problem management, as well as support change management initiatives. The role also involves nurturing customer relationships, leading service review meetings, and driving continuous improvement across service operations.
Key Responsibilities
* Develop and implement ITIL best practices and processes within the support team.
* Manage complex outsourced and third-party service relationships.
* Lead and coordinate service delivery teams (without direct reports).
* Oversee onboarding and transition of new customers.
* Produce ongoing customer service and performance reports.
* Chair regular service review meetings with customers.
* Ensure service quality and adherence to agreed SLAs.
* Collaborate with partners to maintain and improve service standards.
Experience, Skills, and Qualifications
* Proven track record in IT service management with ITIL certification.
* Experience managing complex, outsourced or third-party vendor relationships.
* Prior experience supporting Content Management platforms (advantageous).
* Experience working with NHS, Healthcare, or Public Sector clients (beneficial).
* Strong communication and stakeholder engagement skills.
* Excellent problem-solving and troubleshooting abilities.
* Highly organised, proactive, and self-motivated.
* Graduate calibre or equivalent professional experience.
* Ability to prioritise tasks and work effectively under pressure.
* Strong understanding of customer success principles and SLA management.
* Capability to bridge the gap between technology and business needs.