Customer Success Manager (NK949)

Customer Success Manager (NK949)

13 oct
|
BT
|
Madrid

13 oct

BT

Madrid

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



Europe-Spain-Madrid



Schedule



Full-time



Working pattern



Standard



Salary



competitive



Closing date



Ongoing





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