The role
As a Senior CSM, you’ll manage ANS’ largest and most strategic Tier 1 customers, support other CSMs, and champion customer success. You’ll drive retention, customer value, and long‑term partnerships, while also strengthening collaboration with Microsoft and key stakeholders.
What will I be doing?
* Focus on key success indicators (e.g., user engagement, SMR completion, KORE scores, renewal forecasts, SLA targets, QBRs, and success plans).
* Lead Tier 1 accounts, driving retention, growth, and strategic alignment.
* Manage customer success plans and support upsell/cross‑sell opportunities.
* Use data insights for renewal forecasting and customer sentiment.
* Build strong customer relationships and act as an escalation point.
* Champion customer feedback and continuous improvement.
* Support CSU leadership in enhancing customer experience and innovation.
* Collaborate with the Lead Customer Success Architect and promote lead generation.
* Maintain best practices and pursue ongoing training and certification.
* Drive service improvement, process efficiency, and onboarding quality.
* Ensure ITIL v4 best practices and fulfilment of service definitions.
* Present monthly customer status reports to leadership.
What will I bring to the role?
* Proven experience in Service Management and ITIL processes
* Excellent communication, interpersonal, and stakeholder management skills.
* A focus on continuous improvement
* Knowledge of the ANS customer journey
* Proactive attitude to set the standard of what good looks like across the team
* Eye for detail to drive continual process improvement
Soft Skills
* Customer first mindset
* Organised and self‑motivated
* Strong time management and prioritisation skills
* Ability to work in a high‑pressure environment
* A big team player
* Passionate about customer service
* Comfortable in commercial conversations
Seniority level
Mid‑Senior level
Employment type
Full‑time
Job function
Other
Industries
IT Services and IT Consulting
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