Senior Manager - Customer Success
SKILLS
FULL DESCRIPTION
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 level to deliver the contractual obligations of the contract.
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 level to deliver the contractual obligations of the contract.
The key deliverables are focused on maximising customer satisfaction, minimising churn, driving account growth, and leading a high-performing 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 (2-3 days a week) and our Reading office at Green Park (2-3 days a week).
What you’ll be doing…
- Conduct monthly reviews of all Service Level Agreement (SLA) documentation and applicable credits.
- Compile comprehensive monthly Service Review documentation.
- Chair monthly on-site Service Review meetings and ensure follow-up 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.
What you'll ideally bring...
- Strong background in 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 you'll receive in return…
Salary range for this role starts at £54,800, and exact salary will differ by job and experience
- £6,000 car cash allowance
- 'Flexible' cash allowance to 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 sim-card
- Wellbeing and learning & development benefits