Customer Success Manager

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Are you passionate about delivering exceptional customer experiences and driving continuous service improvement? Do you thrive in a dynamic environment where you can make a real impact? If so, we have the perfect opportunity for you!

About the Role: As a Customer Success Manager at ANS, you will be at the forefront of ensuring our customers receive top-notch service and support. You will play a pivotal role in maintaining and increasing customer satisfaction levels, driving service improvements, and managing the end-to-end customer relationship for BAU activities. Your responsibilities will include:

Key Responsibilities:

Processes and Procedures:

• Own and resolve quality issues related to your customers.
• Maintain and enhance ANS’s Customer Satisfaction levels.
• Manage the Service Portfolio, including SDDs, Service Descriptions, Service Onboarding, and Service Reporting.
• Oversee customer-specific SLA and KPIs.
• Act as a point of contact and escalation for handovers from Projects to Service Desk.
• Participate in the final sign-off for project acceptance into BAU service.
• Create and own Service Disruption Reports (SDRs) for assigned accounts.

Service Management:

• Deliver SMRs and QBRs for assigned customers.
• Manage the E2E customer relationship for BAU activities.
• Drive higher DX scores across your customer base.
• Identify customer trends and drive continuous service improvement.
• Increase ANS support footprint within the customer’s support function.
• Own and coordinate Requests for Service (RFS) for assigned customers.
• Achieve annual targets set within Managed Services Cloud & Digital.
• Ensure ITIL v4 best practices are maintained.
• Provide root cause analysis for major incidents within contractual SLA.
• Manage Service Improvement Plans to meet contractual agreements.

Training and Accreditations:

• Maintain relevant technology and best practice knowledge through continual learning and certification.
• Demonstrate continual progression against Training and Development plans.

Statistical Analysis:

• Forecast renewals for assigned customers and provide regular updates.
• Identify risks to contract start dates and mitigate where possible.
• Provide insights based on services consumed by assigned customers.

People and Performance:

• Support Customer Success Architects (CSAs) in delivering their role within shared customers.
• Ensure quality of support, processes, services, and compliance management.
• Support Service Lead and Service Delivery Manager on projects as required.
• Stand in for other CSMs when needed.

Customer Focus:

• Maintain a customer-obsessed approach throughout the transition from Sales to Service and BAU engagement.
• Drive exceptional Customer Experience (CX) as evidenced by CSAT and NPS responses.
• Develop and maintain partnership approaches within assigned customers.
• Identify new opportunities for improved services and upsell within customer accounts.
• Drive increases in customer Cloud consumption and overall Cloud spend.
• Act as the primary escalation point for customer issues or complaints.

What We Need From You:

• Previous experience in Customer Success Management.
• Proven skills in the key responsibilities listed above.

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