The Role
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Claranets Strategic Customer Success Managers (SCSM) are responsible for the larger strategic customer relationships of Claranets customer base.
Strategic Customer Success Managers own the customer experience ensuring the efficient and effective provision of these services to meet their assigned customers needs.
SCSMs lead and build strong partnerships with their customers and are able to proactively drive forward customer improvement across all aspects of the customer relationship, engagements, and contract obligations. They will be acutely aware of the P & L for the customers being managed by them and are able to own and lead discussions within the Claranet Business Units that delivers against the business unit commitments.
SCSMs will always ensure that Claranet stays at the leading edge of the customer experience. All activity should be in the interest of customer growth, knowledge and ensures that the Customer solution continues to evolve and reflect the customers future their business needs within their respective marketplace.
Key Responsibilities
Own the relationship with one or more of Claranets larger strategic customers contracted services across Claranets portfolio of Hosting, Network, Communications and Security services
Accountable for successful delivery of all clients contracted services
Be able to manage multi-level customer engagement that maximises the relationship and knowledge of the customer
Organise and chair weekly/monthly/quarterly service review meetings (face to face, voice to voice and via portal as required)
Support the Director of Customer Success to drive Customer Success Strategy, undertaking elements of the delivery of key projects when requested
Working with the Director of Customer Success to ensure the right stakeholder engagement which supports the strategic direction of Customer Success, their strategic outcomes and wider strategic direction of Claranet
Lead the production of weekly/monthly/quarterly governance reports to demonstrate adherence to Service Level Agreements, provide recommendations for service and commercial improvements ensuring appropriate capacity on current solution and identify and opportunities for growth
Drive and own the recommendations for change in line with service reviews, monitor the challenge internally and externally with the customers to ensure that commitments are appropriate and managed to resolution
Establish and maintain successful long-term partnerships with multiple customers, noting that these are subject to change based on customers solution delivery peaks and troughs
Manage to financial targets through customer P & L and is able to lead and direct to the benefit of the contract commitments
Drives measurable continuous service improvement and manage service improvement plans where appropriate
Produce and manage appropriate documentation for bespoke support requirements in the form of bid material and Service Statement of Work
Experience of enterprise technology stack including Cloud, Data, Workplace, AI, Digital Applications, and Cyber
Skills and Attributes
Flexible and creative to take considered risks
Learn and adapt quickly to changing situations
Self-motivated and able to work under pressure
Ability to travel to different sites and locations on a weekly basis
Manages conflict and challenges in an open and constructive manner
Ability to work flexible hours when required.
Benefits
At Claranet, we go the extra mile with our people-because we believe in building a workplace where everyone feels valued and supported. Our flexible benefits package includes:
Pension Scheme: Employer-matched contributions to help you plan for the future.
Comprehensive Healthcare Coverage: Access to private medical care for your peace of mind and wellbeing.
Discounted Gym Memberships: Prioritise your fitness with exclusive rates at leading gyms.
Personalised Wellbeing Support: App-based resources and services available 24/7
Enhanced Annual Leave: 25 days of holiday, increasing to 27 days with service, plus bank holidays and a day off for your birthday.
Continuous Learning & Development: Ongoing opportunities to grow your skills and advance your career.
What makes us unique is Team Claranet, our internal community that supports causes close to our employees hearts. We offer paid charity leave, support local charities across our offices, and host annual fundraising events, all backed by a dedicated committee.
Were proud founding members of TC4RE (Technology Community for Racial Equality) working collectively to build a more diverse and inclusive tech industry.
About Claranet
Founded at the beginning of the dot com bubble in 1996, our CEO Charles Nasser had a light bulb moment to develop a truly customer-focused IT business. Since then, Claranet has grown from an Internet Service Provider (ISP) in the UK to being one of the leading business modernisation experts, who deliver solutions across 11+ countries.
Equal Opportunities Statement
Diversity, equity and inclusion are at the heart of what we value as an organisation. Claranet is an equal opportunities employer and all qualified applicants will receive consideration for employment without regard to race, religion, sex, sexual orientation, age, disability or any other status protected by law. Our recruitment team are happy to support any reasonable adjustments that are needed within the recruitment process. xrlawcv
Ready to take the next step in your career with Claranet? Click apply - we cant wait to meet you!
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