Customer Success Manager

As a CSM within the Customer Success team you are an experienced CSM with a strong knowledge of the role itself and ANS more generally. You will be responsible for our Tier 2 customers.

You will play an important role in adopting a customer culture across the Customer Success Unit; improving customer value driving retention and growing long-term partnerships with your assigned customers often collaborating directly with the ANS AM / AE and Exec Sponsor.

Roles and responsibilities...

• Consistently focused on brilliant basics that drive great outcomes as measure by the below Leading Indicators of Success (LIOS)
  • 80% of customer users have logged into glass.
  • 100% of contracted SMRs completed
  • 70% of customers KORE score is >3.7
  • 100% of contracts have a renewal forecast
  • 85% of renewal forecast commit comes in.
  • 80% SLA across all open VOCs
  • 10 x non SMR customer meetings delivered.
  • 100% of success plans in place.
  • No. opportunities identified (target to be defined)
• Serve as the primary day to day contact for Tier 2 accounts focusing on driving exceptional retention outcomes providing platform for growth and long term strategic alignment between customer and ANS.
• Manage and support customer progression through success plans; responsible for driving optimum value for customers.
• Identify and support the generation of upsell and cross-sell opportunities across assigned customers.
• Use data-driven insights to track value delivered and customer sentiment across assigned customers including accurate renewal forecasting.
• Build and maintain strong relationships with aligned customers addressing their needs and ensuring they derive maximum value from ANSs products and services
• Act as a point of escalation for your customers overseeing issue resolution and any engagement challenges.
• Act as voice of the customer within ANS amplifying their feedback with data and ensuring VOCs or OFIs are logged and actioned.
• Analyse and act on customer feedback for continuous improvement in customer satisfaction and loyalty.
• Work closely with the CSAs to drive value added services and promote lead generation into the CSAM function.
• Develop and manage customer success plans within assigned customers.
• Maintain ANS GTM and Customer Success best practice knowledge through continual learning and certification.
• Demonstrate continual progression against Training and Development plans including appropriate external qualifications.
• Develop foundational sales knowledge through CoDevelopp MEDDPICC and SIQ training programs.
• Drive continuous service improvement within assigned customers including but not restricted to:
  • Maintain / increase ANS Customer Satisfaction levels
  • Customer specific SLA and KPIs
  • Improved efficiency of ANS delivery
  • Ownership of the onboarding experience
  • Identify customer trends / lessons learned
  • Process improvements
• Ensure ITIL v4 best practice is maintained where suitable
• Ensure all elements of the customers service definition is being fulfilled
• Present monthly customer status reports to CSU leadership.

Skills and experience required...

• Proven experience in Service Management and ITIL processes
• Excellent communication interpersonal and stakeholder management skills.
• A focus on continuous improvement
• Knowledge of the ANS customer journey
• Eye for detail to drive continual process improvement

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.