Customer Success Manager - IT Network and Infrastructure

• company with a fantastic culture and career progression opportunities
• join an established team with an established loyal Enterprise client base

About Our Client

My client does amazing things with data and technology. They are experts in all things across the spectrum of IT, Network, NetDevOps and Security Infrastructure and have a deep track record in architecting, designing, building and automating some of the UK's largest Enterprise and Data Centre environments.

As part of the wider team you will be joining 1,500 people working in over 50 markets globally.

Their people are what really make them different. They are a growing and dynamic group of business analysts, architects, solution designers, engineers and commercially savvy business development consultants who also provide thought leadership and creative thinking. They are passionate, progressive and unafraid of challenge; their mission is to use data-driven insight to make a commercial difference.

Job Description

As the Customer Success Manager, the main role will consist of nurturing the client, continuing to cement the relationship across the bank while delivering strategic recommendations to further deliver solutions that add value at every step.

You will be supported to write winning proposals, have a voice to influence and shape various propositions, and support the client's needs. Here are some of the things you'll be achieving in your role:

• Be the day-to-day contact for our key client ensuring we are proactively meeting our client needs, thinking about ways we can help them and opportunity spotting.
• Work on broadening key stakeholder relationships (depth and breadth).
• Be on site with the client at least 3 days a week.
• Escalate opportunities and challenges to ensure we are providing best in class service and support at all times.
• Liaise with the new business manager to ensure we are spotting and creating opportunities.
• Utilise personal and industry contacts (using a wide range of tools such as Linked-In Sales Navigator) to raise the company's profile and generate interest in our solutions, securing meetings, presentations, and subsequent proposals with the sales lead.
• Work with the Chief Architects and Marketing department to tailor and/or create additional product propositions and sales collateral as well as ensure internal and external communications and go-to-market plans.
• Ensure we are forecasting accurately and reporting on activities, issues, and opportunities.
• Maintain a rigorous focus on process ensuring regular monthly and quarterly account management meetings, as well as championing continuous improvement opportunities.
• Interface with the Service Delivery Manager and Practice Manager to ensure accurate handover of delivery and handover of the overall delivery process as required as any new products or partnerships become established.
• Understand the company's solutions to help educate and inform our client.
• Support key RFPs, bids, and contracts to support the sales operations process and efficient close of contracts.
• Targets will be based on retention of and growth in existing client business streams. The new business lead will be responsible for up-sell of new opportunities.
• Most important of all is to always adhere to the company's Core Values - transparency, honesty, and integrity - we always do the right thing and what's best for our clients.

Some of the specific challenges you will help the client solve are:

• Architect & Design Secure Enterprise IT Networks.
• Identify & Supply appropriate technologies for their network environments.
• Maintain & operate complex networks both on & off client premises.
• Provide full suite of life-cycle managed services to meet the in-life demands of their networks.
• Consult, Design & Deploy leading automation solutions.
• Provide Business Process & Service Design consultancy.

The Successful Applicant

The successful Customer Success Manager candidate will have the following qualities/experiences:

• Strong listener with the ability to play client problems back to the business.
• Persistent.
• Commercially confident.
• Willing to learn, be challenged and a desire to grow and develop.
• High levels of personal motivation.
• Excellent written/verbal English.
• Excellent presentation and communication skills (both verbal and written).
• Ability to uncover and numerate business issues.
• Knowledge of, or interest in, the specific client sector (financial services).
• Detailed knowledge of Network Services/IT.
• Results driven with a professional approach to account management and a successful track record.
• Ability to plan and think ahead and communicate the vision effectively.
• Strong verbal communication and interpersonal skills, with the ability to build rapport quickly both over the phone and in person.
• Exceptional organisational skills and attention to detail.
• Ability to thrive in a fast-paced, target-driven environment.
• Team player with a strong desire to contribute to a collaborative culture.
• Tech-savvy with experience in CRM systems (preferred but not required).

What's on Offer

Salary of £50-60k basic + £20k OTE.

Flexible working - 3 days/week on site with the client.

Benefits:

• Pension contributions up to 5% (matched by employee and employer).
• Life Insurance.
• Personal Accident Insurance.
• Private Health Insurance from 2nd anniversary.
• Health and Well-being Plan.
• 25 days annual leave.
• Working abroad policy.
• Competitive paternity and maternity leave policies.
• Sickness & Disability income protection from 3rd anniversary.
• On site gym membership.
• Training & Development/Annual Reviews.