Customer Success Account Management Team Manager

ANS Group are a 750 team of technology specialists and business experts who according to our customers get things done. And were on a mission to make the worlds best cloud and digital services available for all.

Openness ambition honesty and passion are what drive us every day. We are bold courageous and innovative and we do it like no other.

At ANS we fundamentally believe every organisation large or small has the right to realise their dreams and think bigger. So weve made this our mission. And we do this by giving all organisations access to the best digital transformation technology people and processes.

ANS deliver the worlds best cloud security data and business application solutions specifically for health and social care organisations. By doing this we enable transformational projects that have an impact on citizens communities and businesses.

Following internal promotion wecurrently have an outstanding opportunity for an accomplished Team Leaderto drive growth and development across our high performing Customer Success Account Management teamduring an exciting period for ourorganisation.

The role

As a Customer Success Account Management (CSAM) Team Manager at ANS you areresponsible for leading and executing the customer success account management growth targets across Tier 34 & 5 customers. You will lead and drive the end-to-end customer experience for post-sale account management with a keen eye on NRR acting as the voice of the customer at a senior manager level ensuring scalability efficiency alignment and accountability across the department.

You will be responsible for ensuring all post-deal customer activities from handover of upsell opportunities won to renewals are executed to meet or excel customer expectations.

As a senior manager you will influence the business forecast for renewals and upsell focussing on identification of cross sell / upsell opportunities through whitespace analysis across your accounts.

You play an important role in driving customer culture across the department as the customer champion improving revenue growth driving retention and growing long-term partnerships with your aligned cohort of customers.

What will you be doing

Deliver

• Reduce customer churn by ensuring customers feel valued and that your team maintains regular communication with their customer base.
• Lead from the front and coach the team to drive value-driven and strategic conversations with customers.
• Role model ANS value of eyes on the customer and provide an escalation route.
• Ensure solutions and products proposed to customers are fit for purpose.
• Become a strategic partner advising customers on products that improve business efficiency and reduce risk.
• Be the voice of the customer within ANS and in CX settings.
• Take ownership of initiatives and projects that further improve customer experience and success.

Find

• Work with CSU Directors Customer Success Management function and ANS Sales team to identify upsell and cross sell opportunities within your teams customer base.
• Hire high potential talent into the team to drive performance
• Ensure robust coverage supporting your team to achieve their targets.
• Develop a strong relationship with our vendors to create growth opportunities and value for our joint customers.
• Drive a culture of proactive customer engagement ensure LIOS are met across the team and encourage value driven conversations.
• Enable and coach the CSAM team to generate referrals into horizontal sales teams.

Win

• Drive the team to deliver annual sales targets through effective up-sell and cross-sell strategies.
• Oversee the end-to-end sales cycle management ensuring best practices in CRM usage and collaboration with presales solution architects.
• Monitor and support the teams performance providing guidance and removing obstacles to success.
• Set stretching but realistic targets for the team to maximise growth for accounts.
• Contribute to sales targets when needed.

• Deliver the annual number for Managed Services & Professional Services for your specific area and assigned targets.

Grow

• Build and develop key relationships with influencers and decision makers across the ANS business.

• Inspire and motivate the team to deliver.
• Coach and upskill team members to enable them to meet their numbers help them remove blockers and go one better.
• Provide a single point of contact engagement plans with both customers. Fully understand the landscape and people identify share of wallet across our services.
• Promote close collaboration between CSAM function and the CSM and CSA teams ensuring participation across Service Reviews QBRs project updates and boards to deliver an exceptional customer experience and find opportunities.
• Oversee renewal processes ensuring the team works effectively with CSM CSA and Renewals Team.
• Champion accountability ensuring all actions are tracked and followed through. Be the pacesetter for this team.

What will you bring to the role

• Proven track record managing a client-facing team within a digital services organisation increasing retention and growing new and existing service lines with strong Net Revenue Retention targets achieved.
• Demonstrable experience in a similar management role within a Customer Success Account Management or Sales Account Management role.
• Experience leading and developing high-performing customer success or account management teams within a digital services environment.
• Strong commercial acumen a deep understanding of strategic account management and a track record of driving operational excellence and customer growth.
• Exceptional stakeholder management communication and coaching skills.
• Ability to use data-driven insights to inform strategy and performance.
• Skilled at collaboration across departments managing change and championing customer experience improvements.
• Experience in running the end-to-end sales process across Enterprise size customers supporting the team to identify close and deliver solutions across Cloud Data and Security.
• Natural ability to influence senior leaders and board members.
• Exceptional communicator skilled in engaging presentations negotiations escalation resolution and Exec forums.

At ANS weve 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 training development health and more we give you the benefits and flexibility to maintain a happy work-life balance.

Were proud of the inclusive fun dynamic environment weve created. Its a safe space that works for dont have to be a techie to work in tech. Bring your authentic self and find your dream role here. Find out more atLinkedIn pages.

Whats in it for you
With fantastic benefits an inclusive culture and a cool office space were your kind of workplace.

Company benefits

• As standard:25 daysholiday plus you can buy up to5 moredays
• A little extra:well give you yourbirthday offand an extracelebration dayfor whatever you want!Tying the knotYou get 5 days additional holiday in the year you get married. Oh and 5volunteer days!
• Private health insurance
• Pension contribution match and 4 x life assurance
• Flexible workingandwork from anywherefor 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.