About Ekco
Founded in 2016 Ekco is now one of the fastest growing cloud solution providers in Europe! We specialise in enabling companies to progress along the path of cloud maturity, managing transformation and driving better outcomes from our customers’ existing technology investments.
We have over 1000 highly talented and supportive colleagues (and counting) across a number of regional offices in the UK, Benelux, Ireland & Malaysia.
About the role
The UK Head of Customer Success is responsible for ensuring client satisfaction and retention for Ekco's most valuable clients, Leading a team of experienced Technical Account Managers (TAM) Service Delivery Managers (SDM) and adhering to the best practice service management frameworks. This role will deliver exceptional service outcomes, high satisfaction scores and a low turnover of clients due to in part the relationships you will build with Ekco clients. Ekco has high expectations for renewal, and a positive growth outlook. To optimise success, the role requires the ability to build strong relationships with senior executives within both our client base and our delivery teams.
The UK Head of Customer Success will be a champion for customer satisfaction within the UK services function identifying and influencing ongoing service enhancements for our clients whilst ensuring the day-to-day delivery is on point. In addition to leading the team this may require the UK Head of Customer Success to directly engage with a small number of critical clients directly.
Responsibilities
• Working closely with the Technical Delivery Director to ensure performance is at a high standard and as per the terms of our client contracts.
• Leading a team of experienced Service Delivery Managers and Technical Account Managers, setting goals, holding 1-2-1s and defining what good looks like in this context
• Being the senior point of communication with Ekco partners and clients.
• Developing, documenting, and implementing service strategy/customer success plans in line with Ekco & Client goals
• Training and supporting new starters and existing team members
• Building and maintaining effective cross-functional relationships with all department heads, external partners, and vendors to ensure effective Identification of knowledge gaps and oversee delivery of training within the SDM & TAM functions.
• Supporting the business in the ongoing development of business strategy in line with current and emerging needs specifically aligned to clients.
• Definition and completion of management reports both for clients and internal reporting needs
• Owning/Participating in the build of a robust standardised portfolio of both SDM and TAM service offerings, pricing and other related collateral.
• Ensuring the team gather customer satisfaction data and report on trends.
• Driving client focused change within the operational teams, ensuring technical teams are delivering to customer contract.
• Ensuring operational services deliver to agreed SLA’s and KPI’s
• Managing contractual performance of services within agreed SLA's
• Understanding risk and impact to the client business, for any incidents related to the products, services, technologies and processes provided to or affecting the business of the clients
• Creating and maintaining relationships with clients and suppliers used in line with the delivery of service.
• Ensuring where necessary a Service Improvement Plan is in place to address any risks relating to delivery of service in line with the contract and agreed service levels • Being accountable for overall contractual deliverables of assigned clients.
• Driving retention of revenue of aligned clients/accounts.
• Ensuring that all required documentation is updated as required and stored in the correct location.
• Sharing knowledge with peers, prepare and communicate any lessons learned as they arise.
• All other tasks associated to Service Delivery
Requirements
• Has in-depth knowledge of service delivery management and ITIL processes + (Industry qualification desirable)
• IT Service Management (ITSM) system experience
• Experience across both on-premise infrastructure and cloud technologies
• Experience with cloud computing (Azure / AWS etc.)
• Experience of service delivery in a diverse technical landscape
• Strong oral and written communication skills with a high-degree of self-motivation
• Proven service delivery experience in a similar role within an IT or professional services business.
• Client and solution focused and is prepared to go the extra mile to resolve client issues to their satisfaction without compromising the viability of the contract.
• Can listen effectively, to diagnose a client’s problem and find an appropriate solution.
• Capable of being highly responsive were required, has a strong sense of urgency and a commitment to follow through.
• Able to adapt to change, and help others adapt to change.
• Ability to work flexibly to influence, negotiate, listen to and resolve business issues with key decision makers in different areas of the business
• Ability to work under pressure and communicate effectively at all levels
• Ability to build long standing professional relationships with colleagues and customers.
• Experienced Microsoft Office user (Outlook, PowerPoint, Word, Excel).
Benefits/ perks:
️Time off - 25 days leave + public holidays
x1 day Birthday leave per year
Company Pension Scheme (employer contribution 5%) + flexible salary sacrifice
Employee Assistance Programme (EAP) - access to dedicated mental health, emotional wellbeing and general advice
????Private Medical Healthcare with Bupa (post probation)
Discounted Dental Insurance with Bupa (via salary sacrifice)
Regular EkcoEats socials - monthly lunch in the office for all
️EkcOlympics - a global activity for fun!
Learning & development - Unlimited access to Udemy learning platform
A lot of responsibilities & opportunities to grow (also internationally)
Why Ekco:
️Microsoft’s 2023 Rising Star Security Partner of the year
VMware & Veeam top partner status
Ranked as 4th fastest growing technology company in the Deloitte Fast50 Awards
Ekco are committed to cultivating an environment that promotes diversity, equality, inclusion and belonging
We recognise the value of internal mobility and encourage opportunities for internal development & progression
Flexible working with a family friendly focus are at the core of our company values
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