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Are you passionate about delivering exceptional customer experiences and driving continuous service improvement? Do you thrive in a dynamic environment where you can make a real impact? If so, we have the perfect opportunity for you!
About the Role: As a Customer Success Manager at ANS, you will be at the forefront of ensuring our customers receive top-notch service and support. You will play a pivotal role in maintaining and increasing customer satisfaction levels, driving service improvements, and managing the end-to-end customer relationship for BAU activities. Your responsibilities will include:
Key Responsibilities:
Processes and Procedures:
* Own and resolve quality issues related to your customers.
* Maintain and enhance ANS’s Customer Satisfaction levels.
* Manage the Service Portfolio, including SDDs, Service Descriptions, Service Onboarding, and Service Reporting.
* Oversee customer-specific SLA and KPIs.
* Act as a point of contact and escalation for handovers from Projects to Service Desk.
* Participate in the final sign-off for project acceptance into BAU service.
* Create and own Service Disruption Reports (SDRs) for assigned accounts.
Service Management:
* Deliver SMRs and QBRs for assigned customers.
* Manage the E2E customer relationship for BAU activities.
* Drive higher DX scores across your customer base.
* Identify customer trends and drive continuous service improvement.
* Increase ANS support footprint within the customer’s support function.
* Own and coordinate Requests for Service (RFS) for assigned customers.
* Achieve annual targets set within Managed Services Cloud & Digital.
* Ensure ITIL v4 best practices are maintained.
* Provide root cause analysis for major incidents within contractual SLA.
* Manage Service Improvement Plans to meet contractual agreements.
Training and Accreditations:
* Maintain relevant technology and best practice knowledge through continual learning and certification.
* Demonstrate continual progression against Training and Development plans.
Statistical Analysis:
* Forecast renewals for assigned customers and provide regular updates.
* Identify risks to contract start dates and mitigate where possible.
* Provide insights based on services consumed by assigned customers.
People and Performance:
* Support Customer Success Architects (CSAs) in delivering their role within shared customers.
* Ensure quality of support, processes, services, and compliance management.
* Support Service Lead and Service Delivery Manager on projects as required.
* Stand in for other CSMs when needed.
Customer Focus:
* Maintain a customer-obsessed approach throughout the transition from Sales to Service and BAU engagement.
* Drive exceptional Customer Experience (CX) as evidenced by CSAT and NPS responses.
* Develop and maintain partnership approaches within assigned customers.
* Identify new opportunities for improved services and upsell within customer accounts.
* Drive increases in customer Cloud consumption and overall Cloud spend.
* Act as the primary escalation point for customer issues or complaints.
What We Need From You:
* Previous experience in Customer Success Management.
* Proven skills in the key responsibilities listed above.
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