Customer Success Manager (NK949)

Customer Success Manager (NK949)

13 oct

13 oct



What you'll be doing:

- Customer engagement: responsible for driving continual improvements within the organization, helping to move toward greater account development and net promoter scores (NPS)

- Holds responsibility for the success of large accounts or a portfolio of smaller account while in Service, assuring customer intimacy and business value within the agreed cost envelope and SLA parameters.

- Responsible for specified customers as the service owner and customer advocate, acting as their ‘voice’, providing in-life feedback, guidance and direction across BT to ensure customer intimacy and alignment to business objectives.

- Leads and manages Service Improvement and Jeopardy Management Plans across a range of service and delivery disciplines for one or more customers

- Influences business decisions and outcomes at executive level, facilitate the growth necessary to support BT's new business initiatives

- Leads direct and indirect reports to implement best practice service management and governance into each client engagement and provides resolutions to team escalations

- Carries out regular services performance reviews and objectives setting (JVS - Joint Value Statement, COS - Conditions Of Satisfaction), including regular internal and external meetings, 1:1 sessions with team members, and separate regular account team session

- Responsible for delivery against contractual SLAs and key business measures across the team.

This role will suit you if you have the following skills:

Soft skills:

- Ability to meet the customers’ needs in line with the business requirements

- Focusing on the objectives and the required outcomes of the processes while delivering a service

- Taking the responsibility and taking care of the consequences of making a decision

- Strengths and abilities that help to oversee processes and guide people toward the achievement of goals

Professional skills:

- 7+ years of progressive business leadership responsibility and people management skills

- Able to articulate business value for key stakeholders

- Deep understanding of Service Management best practices frameworks such as ITIL

- Experience with project management methodology and techniques is an advantage

- Experience with development of solution processes is an advantage

Language skills:

- English on a fluent level

- Spanish on a fluent level

Create and submit your application by clicking the Apply Online button below or check out our other live vacancies here and find a better match!

Job function

Customer service

Main location




Working pattern




Closing date


Show more Show less

El anuncio original lo puedes encontrar en Kit Empleo:

Postulate a este anuncio

Muestra tus habilidades a la empresa, rellenar el formulario y deja un toque personal en la carta, ayudará el reclutador en la elección del candidato.

Suscribete a esta alerta:
Escribe tu dirección de correo electrónico, te permitirá de estar al tanto de los últimos empleos por: customer success manager (nk949)
Publica un nuevo anuncio gratuito
Necesitas publicar un anuncio? Con más de 1 millón de usuarios únicos al mes en corto encontrarás el candidato ideal para tu empresa, ¿qué estás esperando!
Publica ahora

Suscribete a esta alerta