Customer Success Manager

We are seeking a dedicated and customer-centric individual to join our team as a Customer Success Manager. The Customer Success Manager will be responsible for building and maintaining strong relationships with our customers, ensuring their satisfaction and success with our Secure Defence Collaboration services. This role requires strong communication skills, a deep understanding of customer service principles within the defence and national security sectors and the ability to drive continuous improvement in service delivery.

Role Responsibilities

• Customer Relationship Management
  • Serve as the primary point of contact for assigned customers, building trusted advisor relationships and acting as an advocate for their needs within the organisation throughout the Service Lifecycle.
  • Conduct regular check-ins with customers to understand their goals, challenges, and priorities.
  • Proactively identify opportunities to add value and drive customer success.
  • Continuously review and improve customer service processes, policies, and procedures to optimise efficiency, streamline operations, and enhance the overall customer experience.
  • Produce and deliver customer-facing reports and documentation, e.g., Service Management Reports, Incident Reports, and Service Management Plans.
  • Produce and deliver customer communications in line with business and process needs.
• Onboarding And Adoption
  • Facilitate the onboarding process for new customers, providing guidance, training, and support to help them get up and running with our Secure Defence Collaboration services.
  • Monitor customer adoption and usage of our services, identifying opportunities for optimisation and improvement.
  • Provide recommendations and best practices to drive increased adoption and value realisation.
• Customer Satisfaction And Retention
  • Monitor customer satisfaction and feedback, proactively addressing any issues or concerns to ensure a positive experience and drive retention.
  • In collaboration with other business units, co-ordinate and oversee customer experience and customer satisfaction activity, gathering feedback from users to assess their satisfaction with IT services and identify areas for improvement.
  • Identify renewal risks and develop strategies to mitigate them.
  • Collaborate with sales teams on renewal negotiations and contract renewals.
  • Manage the delivery of contracted services to clients to ensure that customer experience agreements (XLAs), service level agreements (SLAs) and key performance indicators (KPIs) as defined in the relevant contracts are met or exceeded by the SecureCloud+ Customer Service team.
• Customer Advocacy
  • Cultivate customer advocates and champions within assigned accounts, leveraging their success stories and testimonials to promote our Secure Defence Collaboration services.
  • Encourage customers to participate in case studies, testimonials, and other marketing initiatives to showcase their success and strengthen our brand reputation.
  • Understand customer business stakeholder needs, challenges and priorities and represent them back into the Customer Success team and wider business, using this insight to identify and prioritise the Continuous Service Improvement plans.

Education And Experience Requirements

• Desirable but not mandatory - Bachelor's degree in Business Administration, Marketing, Information Technology, or related field.
• Minimum of 3-5 years of experience in customer success, account management, or related roles, preferably in the technology or defence sector.
• Strong communication and interpersonal skills, with the ability to build rapport and trust with customers at all levels of the organisation.
• Technical proficiency and ability to understand complex technology solutions, particularly in the area of Secure Defence Collaboration services.
• Proven track record of managing customer relationships, driving customer satisfaction, and achieving business outcomes.
• Excellent problem-solving and decision-making abilities, with a focus on delivering value and driving results for customers.
• Self-motivated and proactive with a strong sense of ownership and accountability for customer success.
• Familiarity with the defence and national security sectors is advantageous but not required.

UKSV is required for this position. Candidates must possess or be eligible to obtain clearance. To be eligible for UKSV you must be a UK National and/or have been a UK Resident for 5+ years.

The Company SecureCloud+ specialises in providing fully managed secure ICT services to the UK's Defence and Security sectors, as well as other government departments with complex and demanding security requirements. SecureCloud+ prides itself on its successful track-record of delivering real benefits to its customers, but also on its ethos of investing in its employees’ personal and professional growth.

SecureCloud+ is an equal opportunities employer and does not discriminate based on age, sex, colour, religion, race, disability, or sexual orientation. Our hiring decisions are based on an individual’s experience and qualifications for the job advertised.