Virtual Customer Success Account Manager (vCSAM)
Location: Remote / Hybrid – UK-Based
Overview:
A global technology leader is seeking a Virtual Customer Success Account Manager (vCSAM) to join its enterprise success team. This role is focused on driving the post-sales success of strategic enterprise customers by ensuring optimal service delivery, customer satisfaction, and accelerated cloud adoption. The vCSAM will collaborate closely with cross-functional delivery leads, internal stakeholders, and customer contacts to orchestrate support services and enable customers to realise the full value of their technology investments.
This is a customer-facing role, ideal for a tech-savvy professional with strong communication skills, cloud technology understanding, and a passion for helping clients achieve business outcomes through IT transformation.
Key Responsibilities:
Customer Success & Engagement:
* Build trusted relationships with key customer stakeholders and IT decision-makers.
* Align customer goals with available services to drive strategic business outcomes.
* Conduct onboarding sessions, service training, and stakeholder engagement touchpoints.
* Facilitate solution planning, service governance, and value realisation activities.
Proactive and Reactive Service Management:
* Monitor incident trends, service disruptions, and recurring issues to drive proactive improvement strategies.
* Lead regular reviews with Incident Managers to address service quality and implement preventative actions.
* Collaborate with internal account teams to create strategic plans and enhance support delivery.
Reporting & Analysis:
* Deliver escalation summary reports and service reviews to internal and external stakeholders.
* Maintain and enhance reporting dashboards (e.g., Power BI) to highlight key metrics such as service usage, credit consumption, and satisfaction scores.
* Track and analyse customer engagement data to support business reviews and value reporting.
AI and Cloud Enablement:
* Support the adoption of AI-enabled tools (e.g., Copilot equivalents) by coordinating workshops, gathering use cases, and following up on outcomes.
* Promote utilisation of cloud technologies through stakeholder education, use case development, and feedback loops.
Requirements:
Minimum Qualifications:
* Bachelor’s degree in Business, Computer Science, Information Systems, Psychology, Sociology, or related field.
* 7+ years' experience in customer success, solution delivery, consulting, IT service management, or a related customer-facing role.
* Strong organisational, interpersonal, and communication skills.
Preferred Qualifications:
* Foundational understanding of cloud platforms (e.g., Azure, AWS, GCP) and productivity suites (e.g., Microsoft 365, Google Workspace).
* ITIL Foundation certification or equivalent service management experience.
* Experience with analytics and reporting tools such as Power BI, Excel, or Tableau.
* Certifications in cloud technologies (e.g., Azure Fundamentals, AWS Cloud Practitioner, M365).
Key Competencies:
* Strategic relationship building with enterprise clients.
* Strong analytical and problem-solving mindset.
* Ability to manage multiple stakeholders and priorities.
* Comfort with data interpretation and performance reporting.
* Passion for cloud innovation, digital transformation, and emerging technologies.
Additional Information:
* This role supports some of the world's largest enterprise customers in a downstream segment.
* Candidates should demonstrate a customer-first mindset, technical aptitude, and consultative communication style.
* Interview Process:
* Stage 1: Task-based presentation (details shared in advance).
* Stage 2: Final managerial interview.
How to apply?
Send your CV to kacey.norris@experis.co.uk