At a Glance
- Tasks: Lead a team to ensure customer success and satisfaction while managing relationships.
- Company: Join a dynamic tech company focused on secure cloud services.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Other info: Great opportunity for career advancement in a supportive environment.
- Why this job: Make a real impact by enhancing customer experiences and driving service improvements.
- Qualifications: Experience in customer-facing roles and strong communication skills required.
The predicted salary is between 42750 - 52250 £ per year.
The Customer Success Manager – Team Leader is the primary customer facing point of coordination for assigned customers. The role builds trusted relationships, develops a clear understanding of customer priorities, and ensures that services, actions and communications remain aligned to agreed outcomes. It connects the customer with SecureCloud+ delivery, service, project, commercial and technical teams, providing visible ownership while ensuring that the appropriate internal specialists remain accountable for their areas.
Success in the role is measured through strong customer engagement, clear communication, effective governance, proactive management of risks and actions, and the identification of opportunities to improve the customer experience and develop the relationship.
Role Responsibilities
- Provide a first level of escalation for the Customer Success department.
- Allocate daily tasks to the Customer Success Team.
- Update the Portfolio Director on Risk, Issues, Opportunities and progress within the accounts.
- Represent the Portfolio Director when required on Live service management.
- Conduct day to day functional management of the Customer Success Teams.
- Work with the Portfolio Director on strategies for service improvement.
Customer Success Management:
The Customer Success Manager - Team Leader is a role that works to build strong relationships with customers and monitors their experience with a product or service. The primary goal of the Customer Success Manager - Team Leader is to meet the needs of customers and receive the highest ROI (Return on Investment) possible for the product or service.
- 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 Offboarding:
- On acceptance of the SMP (Service Management Pack), SAL (Security Aspects Letter) Transition to live strategy and the draft Exit plan, 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.
- At the end of the contract manage project closure in line with the Exit plan.
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 service performance against the SMP and overarching contract through tracking activities via VTM (Virtual Team Meetings).
- Identify renewal risks and develop strategies to mitigate them. Collaborate with sales teams on renewal negotiations and contract changes.
- Monitor the delivery of contracted services to clients to ensure that service level agreements (SLAs) and key performance indicators (KPIs) as defined in the relevant contracts are met or exceeded by SecureCloud+.
- Review the user guides, develop and provide onsite user training on the systems based on the user guides.
Customer Advocacy:
- Own the customer service as laid out in the SMP.
- 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 wider business.
- Escalate service failures to the relevant departmental heads or through the Portfolio Director as appropriate, implement and monitor remediation actions.
Finance and growth:
- Support the PD (Portfolio Director) and CAM (Customer Account Manager).
- Identify and support service growth opportunities.
- Identify and action any impacts and opportunities to maintain or improve agreed margins.
Education and Experience Requirements
Essential
- Experience in a customer-facing role within managed services, technology, cloud, cyber security, infrastructure or another complex service environment.
- Demonstrable experience of building effective relationships with operational, technical and senior customer stakeholders.
- Experience leading customer meetings, service reviews or governance forums and converting discussion into clear actions and outcomes.
- Ability to coordinate activity across multiple internal teams without relying on direct line-management authority.
- Experience managing customer concerns, competing priorities and escalations with professionalism and sound judgement.
- Clear written and verbal communication skills, including the ability to present complex service information in accessible business language.
- Good commercial awareness and an understanding of contracted scope, service levels, change control and customer expectations.
- Knowledge of IT service management principles and service governance; ITIL Foundation or equivalent practical experience is advantageous.
- Strong organisation, prioritisation, follow-through and attention to detail.
- Ability to obtain the appropriate Security Clearance.
Desirable
- Bachelor's degree in business administration, management, or a related field (Master's degree preferred).
- Previous experience in a leadership role within customer operations or a related field.
- Strong understanding of customer service principles and best practices.
- Excellent communication and interpersonal skills, with the ability to engage effectively with customers and team members.
- Proven ability to drive results through teamwork, collaboration, and innovation.
- Experience working in a secure, regulated, defence, public-sector or high-assurance environment.
- Experience supporting service transition, onboarding, renewals, account planning or continuous improvement activity.
- Familiarity with customer relationship management, service management, reporting and collaboration tools such as, Jira, Power BI and Microsoft 365.
Customer Success Manager - Team Leader employer: SecureCloud+
SecureCloud+ is an exceptional employer located in Stoke-on-Trent, dedicated to fostering a supportive work culture that prioritises employee development and growth. With a strong commitment to compliance and security, employees are empowered through comprehensive training and opportunities to engage in meaningful work that directly contributes to national security. The company values its staff, offering a collaborative environment where every team member plays a crucial role in safeguarding critical information systems.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager - Team Leader
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at SecureCloud+. 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 SecureCloud+ 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 Customer Success Manager - Team Leader
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 SecureCloud+:Your cover letter is your chance to shine! Tell us why you want to work at SecureCloud+ 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 SecureCloud+!
How to prepare for a job interview at SecureCloud+
✨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.
