Senior Manager - Customer Success
Senior Manager - Customer Success
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Job Description
What the role is all about
This will be a key role within the Customer Success team within Three Business. You will be the main contact for all commercial and service related queries for our biggest contract. This is a senior role which will interact at all levels within the contract up to C suite levelto deliver the contractual obligations of the contract.
The key deliverables are focused on maximising customer satisfaction minimising churn driving account growth and leading a highperforming customer success team in a management role to ensure compliance against our Customer Charter. You will play a central role in aligning customer needs with company goals ensuring customers achieve value and continuously improving the overall customer experience.
Please note: This is a hybrid role working between your home (23 days a week) and our Reading office at Green Park (23 days a week).
What youll be doing
- Conduct monthly reviews of all Service Level Agreement (SLA) documentation and applicable credits.
- Compile comprehensive monthly Service Review documentation.
- Chair monthly onsite Service Review meetings and ensure followup with written action items.
- Oversee Incident and Change Management processes.
- Manage and enhance overall Customer Satisfaction Key Performance Indicators (KPIs).
- Lead a small team of Customer Success Executives.
Qualifications :
What youll ideally bring...
Strong backgroundin Customer Success or Account Management with a focus on high value accounts
Experience in building relationships at C Suite
Proven experience leading teams ideally managing customer success teams or a similar leadership role
Experience developing and executing customer success strategies at scale aligned with company goals and driving customer satisfaction
Ability to work closely with other areas and support teams to ensure a seamless customer experience and ensure that customer needs are communicated throughout the company
What youll receive in return
Salary range for this role starts at 54800 and exact salary will differ by job and experience
6000 car cash allowance
Flexible cash allowanceto spend on additional benefits topping up your pension or to be added to your salary
28 days annual leave 8 bank holidays personal days
Private Medical Insurance Life Assurance and Income Protection
Mobile phone package & unlimited simcard
Wellbeing and learning & development benefits
Additional Information :
#LIHL1
Our people make us who we are. Were a diverse and inclusive bunch and its important you can feel you belong here. We value everybody for who they are and what they bring to the table supporting one another as we continue to deliver for our customers.
With that in mind if you do not tick every box in the job advert above there are likely other valuable attributes and skills you have that would make you a great addition for the team. So if you feel this role is for you then please apply! We are committed to equality in employment and growing a diverse workforce. We embrace those of any race gender identity sexual orientation age religion disability marital status family status or civil status and we want our teams to reflect this!
We are a Disability Confident Committed Employer. Need any reasonable adjustments Let us know when you apply so we can support you throughout the interview process.
At Three we have a hybrid working arrangement in place as standard for office based employees where employees work from a mix of office based location and working from their home in the UK to carry on their role.
Excluding retail our core hours at Three are between 10:00 and 16:00 with operating hours between 08:00 & 18:30. This allows employees to have a start time between 08:00 and 10:00 and finish time between 16:00 and 18:30.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
