Customer Success Manager - #1698706

The Vacancy

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.
• Drive continuous service improvement initiatives.
• Maintain and enhance ANS’ 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.

Why work for ANS?

At ANS, we’ve created a place where everyone can be themselves, and we empower our people to get the job done. Openness, ambition, honesty, and passion are what drive us every day. We are bold, courageous, and innovative – and we do it like no other. We invest in our people. In training, development, health and more – we give you the benefits and flexibility to maintain a happy work-life balance.

We’re proud of the inclusive, fun, dynamic environment we’ve created. It’s a safe space that works for all. You don’t have to be a techie to work in tech. Bring your authentic self and find your dream role here. Find out more at LinkedIn pages.

What’s in it for you?
With fantastic benefits, an inclusive culture, and a cool office space, we’re your kind of workplace. 

Company benefits

• As standard: 25 days’ holiday, plus you can buy up to 5 more days
• A little extra: we’ll give you your birthday off, and an extra celebration day for whatever you want! Tying the knot? You get 5 days’ additional holiday in the year you get married. Oh, and 5 volunteer days!
• Private health insurance
• Pension contribution match and 4 x life assurance
• Flexible working and work from anywhere for up to 30 days per year (some exceptions)
• Maternity: 16 weeks’ full pay, Paternity: 3 weeks’ full pay, Adoption: 16 weeks’ full pay
• Company social events – get ready for a jam-packed calendar
• Electric car scheme
• 12 days of personal growth development time

ANS are an equal opportunities employer. We encourage diversity and anyone applying for a role at our organisation can be assured that their application will be treated fairly, regardless of age, disability, gender reassignment, gender expression, marriage and civil partnership, pregnancy and maternity, race, religion or belief and sex or sexual orientation. We sometimes ask for information relating to individuals for equal opportunities monitoring purposes only.

The Benefits

State of the art IT equipment

Personal Development Days

Documents