UK Head of Customer Success

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 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) and Service Delivery Managers (SDM) while adhering to best practice service management frameworks. This role will deliver exceptional service outcomes, high satisfaction scores, and a low turnover of clients due to the relationships built with Ekco clients. 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 day-to-day delivery is on point.

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.
• 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, preparing and communicating any lessons learned as they arise.
• All other tasks associated with Service Delivery.

Requirements:

• Has in-depth knowledge of service delivery management and ITIL processes (Industry qualification desirable).
• 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 where 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.

Time off - 25 days leave + public holidays, 1 day Birthday leave per year.

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.