Customer Success Manager

Knowledge is power and data brings knowledge.

At Simpson Associates data is in our DNA; and knowing how to leverage it enables us to never miss the mark. Our data and performance management solutions enable us to help organisations understand and resolve some of the most complex and common challenges.

We are a Microsoft Solutions Partner with the Analytics on Microsoft Azure specialisation. Microsoft have also awarded us with Solutions Partner designations in Data & AI (Azure); Digital & App Innovation (Azure); and Infrastructure (Azure).

Were also proud to be a Databricks partner and an IBM Gold Partner specialising in Cognos Analytics and Planning Analytics (TM1).

With offices in York and Sheffield and a team based throughout the UK we champion creativity innovation and collaboration in the workplace.

The Role

As Customer Success Manager your role will oversee the daytoday operational performance of the Managed Services team ensuring the quality and responsiveness of our support function.

You will manage the delivery of support services leading the team through daily standups team meetings within a hybrid environment ensuring adherence to industry standards and practices. You will be a central figure in the Customer journey owning operational processes and ensuring value for our customers

You will be responsible for customer success contract management and identifying new commercial opportunities. Collaborating with partners and clients your focus is on delivering value for money and highquality services aligned to SLAs.

Throughout the client journey you will have a proactive approach in Service Management activities covering service takeon service reviews token and calloff day management escalations and engagement in the renewals process.

The role will require service management skills and expertise in service delivery and high degrees of commercial acumen.

The technical domain includes Microsoft Data Analytics IBM Cognos Analytics and IBM Planning Analytics solutions.

Key Responsibilities

• Enhancing the excellence and timeliness of our Managed Services and Support function and exploring ongoing enhancements in approaches to services provision.
• Adherence to industry standard bestpractice processes and frameworks
• Optimising team performance tracking metrics meeting SLAs and overseeing initiatives.
• Identification of business prospects and improved customer lifetime value.
• Contract oversight including renewals customer success and engagement.
• Reviews of Service reports compiling and the preparation reports for customer engagement
• Proactive management of tokens and calloff days ensuring we deliver value to our customers.

Skills and Attributes Required

• 3 years of experience in successfully delivering services
• Understanding of the implementation of formal service and change frameworks and processes
• Customer focused and experienced in managing customer engagements
• Experienced in contract management enabling the establishment of effective working relationships with customers and maximising lifetime value.
• Demonstrate a servicefocused mindset. Detailoriented and proactive by nature.
• Willingness to take ownership of problems and proactively resolve them.

Advantageous Qualifications and Skills

• ITIL 4 Foundation certification
• Comprehension of Data Analytics solutions
• Project management skills (Prince2 Agile MSP or similar)
• Change management experience