Content Guru is a leading provider of cloud communications solutions. We help businesses across the globe to enhance their customer engagement and experience. From our omni-channel cloud contact center solution to our bespoke integration systems, we use cutting-edge technology to transform communications and make mass personalization a reality. This includes our development of AI and propensity modelling to create the seamless end-to-end customer journeys that inspire loyalty and power the success of organizations worldwide. What we are looking for As we expand globally, we are looking for a talented Service Manager to support our customer base in the UK. The Service Manager will take responsibility for the end to end customer experience. The Service Manager will act as customer champion within Redwood, making sure we continually meet expectations and contractual obligations. Location This role is based in our head office in Bracknell, Berkshire. This is an office-based vacancy and as such we expect all applicants to be willing to commute to our offices a minimum of 3-4 days per week as per our hybrid working policy. Key responsibilities Developing customer relationships based on trust, confidence and mutual respect. Maintaining a comprehensive understanding of the customer’s strategy, commercial drivers, market and challenges with particular focus on the development of a strategic partnership. Act as the customers’ advocate ensuring that their business requirements and service expectations are understood by the relevant operational and support teams Anticipate service management challenges and feed into the Consulting service issues/ideas for improvement Ensure high levels of communication with customers are maintained at all times. Act as an escalation point to ensure customer issues are handled in a professional, timely and effective manner. Proactively work with sales to identify additional products/services that will enhance your customer experience. Track and manage the customer experience throughout the customer lifecycle and in line with agreed timescales; e.g. time to provide a quote, delivering a service, repairing a failure, ensuring accurate invoicing/cash collection and cessation of services. About you Bachelors degree in a relevant subject. Good experience in a similar customer facing role in Service, Delivery or Client Relationship Management, typically of at least two years. Experience with the software development lifecycle, cloud platforms and/or the development of hardware and software. Excellent customer service and interpersonal skills. Proven experience in a technical field. Proven ability to manage and motivate others. Desirable: Experience in project management or project delivery in the IT and Telecoms sector. Experience in conducting Service Review Meetings with customers and providers. Full security clearance is desirable. About the Company Content Guru is the largest privately owned provider of Contact Centre as a Service (CCaaS) in Europe. We have grown to have offices in the UK, US, Netherlands, Germany and Japan, and our award-winning proprietary cloud services now power some of the largest organisations across the globe. Operating in sectors ranging from utilities and travel through to finance and government, our clients include UK Power Networks, Rakuten, Rightmove, Interflora, Sodexo, and the National Health Service (NHS). Our mission is to enhance the way the world communicates. With our omni-channel cloud contact centre solution, storm®, we enable businesses, customers and colleagues to interact across social media, video, SMS, email, web, web chat, and emerging technologies, such as WebRTC. We connect to hundreds of external systems, including AI, information and logistics systems, to bring information and communications together and deliver the customer experience of tomorrow. We are an equal opportunities employer and consider all qualified and experienced applicants without regard to race, gender, religion, orientation, disability or any other characteristic protected by law. We are devoted to our people and pride ourselves on developing and upskilling our employees to give them the best opportunities for success.