At a Glance
- Tasks: Manage customer relationships and ensure top-notch service delivery across various tech solutions.
- Company: Join Claranet, a vibrant tech company focused on collaboration and innovation.
- Benefits: Enjoy flexible benefits, healthcare coverage, gym discounts, and generous annual leave.
- Other info: Opportunities for continuous learning and involvement in community support initiatives.
- Why this job: Be part of a dynamic team driving change in the digital era while making a real impact.
- Qualifications: Experience in managing complex customer relationships and a passion for technology.
The predicted salary is between 40500 - 49500 £ per year.
Position Summary
Through a culture of collaboration, learning and opportunity, Service Relationship Management is a community of vibrant and dynamic service and technology experts, executing all facets of our operation with consistency, pride and efficiency.
Claranet's Service Relationship Managers (SRM's) are responsible for the service relationships of Claranet's customer base.
They look after the customer experience ensuring the efficient and effective provision of these services to meet their assigned customer's needs.
As we move at an increasingly fast pace to a digital world, these solutions and customer requirements are likely to change over the term of the contractual agreement.
With this in mind we are looking for innovative, digital aware, agile individuals that relish the world of change and the level of complexity this brings to any customer focused organisation.
Objectives & Key Results
Key Responsibilities
- Owns the relationship with one or more of Claranet's Corporate customers contracted services across Claranet's portfolio of Hosting, Network, Communications and Security services
- Accountable for successful delivery of all clients contracted service and key KPI's and SLA's
- Able to manage customer contact engagement that maximises the relationship and knowledge of the customer
- Organises and chairs customer service review meetings - the customer governance will be dependent on the customer size, spend, complexity
- Establish and maintain successful long-term partnerships with multiple customers, noting that these are subject to change based on customers solution delivery "peaks and troughs"
- Has strong commercial acumen and is able to question and challenge in commercial & contractual situations and drive opportunity through to the commercial experts
- Build successful relationships with and drive performance of key internal stakeholders - Service Operations, Infrastructure, Project Management and business units - to ensure service excellence for clients
- Evaluate infrastructure Changes or new projects for operational impact to the client's system and implement strategies to mitigate any negative service effects
- Actively engages in customer satisfaction (Net Promoter Score) and operational stability of client's environments through monthly / quarterly / annual surveys
- Effective resolution of all escalations relating to services provided, including production of incident reports when required
- Drive continuous service improvement and manage service improvement plans where appropriate and according to the level of SRM engagement
- Required Qualifications & Experience
- Behavioural Competencies - Organisational & Behavioural Fit
- Demonstrable ability to work within a matrix organization
- Innovative, digital native, technology "hungry", is comfortable with ambiguity and a change environment that is the "digital era"
- Demonstrable experience in successfully managing complex customer relationship activities in a client services industry
- Ability to develop and maintain relationships at all levels across multiple geographic locations (externally and internally)
- Demonstrable experience of leading change within a customer driven environment
- Excellent decision making & problem solving skills
- Able to confidently identify ways to maximize customer growth & retention opportunities
- Ability to communicate confidently at all levels whilst demonstrating close attention to detail
- Proven ability to work creatively and analytically in a problem-solving environment
- Self-motivated - personal drive and enthusiasm to continually improve and readily embrace change
- Appreciation of ITIL methodologies and standards
- Excellent commercial acumen and business awareness
- Knowledge of Public & Private Cloud, Infrastructure, Security, Network and Communications and associated Managed Services
Benefits
At Claranet, we go the extra mile with our people-because we believe in building a workplace where everyone feels valued and supported. Our flexible benefits package includes:
- Pension Scheme: Employer-matched contributions to help you plan for the future.
- Comprehensive Healthcare Coverage: Access to private medical care for your peace of mind and wellbeing.
- Discounted Gym Memberships: Prioritise your fitness with exclusive rates at leading gyms.
- Personalised Wellbeing Support: App-based resources and services available 24/7
- Enhanced Annual Leave: 25 days of holiday, increasing to 27 days with service, plus bank holidays and a day off for your birthday.
- Continuous Learning & Development: Ongoing opportunities to grow your skills and advance your career.
What makes us unique is Team Claranet , our internal community that supports causes close to our employees' hearts.
We offer paid charity leave, support local charities across our offices, and host annual fundraising events, all backed by a dedicated committee.
We're proud founding members of TC4RE (Technology Community for Racial Equality) working collectively to build a more diverse and inclusive t
#J-18808-Ljbffr
Service Relationship Manager in Gloucester employer: Claranet limited
Claranet Limited is an exceptional employer that fosters a collaborative and innovative work culture, where SOC Automation Engineers can thrive. With a strong focus on employee growth, you will have access to continuous learning opportunities and the chance to work with cutting-edge technologies in a supportive environment. Located in a vibrant area, Claranet offers unique advantages such as flexible working arrangements and a commitment to work-life balance, making it an ideal place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Service Relationship Manager in Gloucester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Claranet limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Claranet limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Relationship Manager in Gloucester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Claranet limited:Your cover letter is your chance to shine! Tell us why you want to work at Claranet limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Claranet limited!
How to prepare for a job interview at Claranet limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
