Job title: Client Success Team Manager
Insight Enterprises is a Fortune 500 Solutions Integrator helping organizations accelerate transformation by unlocking the power of people and technology. With a 35-year foundation in hardware and software supply chain augmenting our deep expertise in cloud, data, AI, cybersecurity and intelligent edge, we guide organizations through complex digital decisions to achieve extraordinary results.
By building a solid, future ready foundation of people, processes, and technology, the Client Success Team facilitates clients in transforming and building what's next for their business whilst simultaneously enabling Insight’s business to accelerate in the Cloud market. Client Success teammates ensure the client experience is of the highest standard, thus creating a baseline for Insight’s services as part of the clients LAER (Land, Adopt, Expand, Review) journey, and utilises the potential of both the direct as well as indirect client reach.
The Client Success team, a client facing team, is responsible for onboarding clients into the Cloud Management Platform, creating and delivering adoption plans, and collaborating with cross-functional teams to ensure that Insight delivers the optimal client experience.
The Client Success Team Manager is responsible for supervising, motivating, and leading the Client
Success Managers. This includes managing and overseeing all of the processes required for Cloud Adoption
The Client Success Team Manager will lead a high-performing team of Client Success professionals, ensuring successful cloud adoption and driving customer success across the EMEA region. This role involves overseeing cloud adoption processes, managing client relationships, reducing churn, and expanding customer value. The manager will ensure client satisfaction through strategic leadership, process improvements, and close collaboration with internal teams, all while optimizing the client experience on cloud platforms
Key responsibilities:
Team Leadership & Development
* Lead, motivate, and develop a team of Client Success Managers, fostering a high-performance culture with a strong focus on mentorship, career progression, and team satisfaction.
* Set clear objectives for the team, aligning their goals with broader company objectives to ensure the success of cloud adoption initiatives.
* Oversee coaching and professional development, conducting regular performance reviews and providing constructive feedback to foster growth.
* Create and maintain a succession plan to ensure high-quality leadership within the team.
* Responsible for keeping the team informed of any changes in Vendor Programs and other services relevant to the Client’s Cloud Journey.
Cloud Adoption & Customer Engagement
* Implement and execute cloud adoption strategies to maximize customer success, reducing churn, and increasing client lifetime value.
* Drive engagement with key clients, ensuring they realize the full potential of their cloud investments (e.g., Microsoft, AWS, Adobe etc.).
* Collaborate with cross-functional teams including Sales, Services, and Cloud Operations to optimize cloud service delivery and align on customer success strategies.
Client Success Management
* Manage and strengthen relationships with senior clients, acting as a trusted advisor and ensuring smooth onboarding, adoption, and ongoing support.
* Develop customized adoption plans, aligning them with client KPIs and addressing specific business challenges.
* Provide sponsorship for strategic clients, ensuring that they receive exceptional service and tailored solutions.
Business Development & Process Improvement
* Oversee the identification and pursuit of new business opportunities, ensuring CSMs are proactive in upselling and following up on leads.
* Promote the continuous development of processes, practices, and tools to enhance team productivity and client outcomes.
* Ensure client-facing teams are well-versed in cloud products and services, and keep them informed of changes in cloud solutions, including updates in Cloud Care and related services.
Cross-Functional Collaboration
* Build strong relationships with internal teams (Sales, Partnerships, Client Operations, etc.) to align on customer needs and optimize service delivery.
* Work closely with product teams to provide feedback from clients, driving new cloud solutions and feature enhancements based on customer input.
* Ensure the team remains current on all platform and system changes, developments, and
* releases in order to optimise the Operations Associate’s use of them.
Reporting & Performance Tracking
* Measure team success through key performance indicators (KPIs) such as client satisfaction, adoption rates, consumption growth, client retention and lead generation.
* Ensure all administrative and operational tasks are completed on time, accurately, and in accordance with the defined SLA.
* Leverage data-driven insights to improve team performance and customer outcomes.
* This list is not exhaustive, you will be required to undertake additional responsibilities as reasonably requested by your manager.
Key skills and experience required:
* Experience of Cloud and Productivity adoption management or solution selling -Educated to degree level or can demonstrate equivalent work experience
* High level of written and spoken English -Deep knowledge of the client experience market, business, and technical trends
* Fully conversant with Microsoft Office suite (Outlook, Excel, and Word) -Demonstrated experience guiding a Customer Success team through periods of substantial growth and change
* Demonstrates experience of managing and motivating a high performing team within a fast-paced, target driven environment
* History of managing expectations of Senior Management
* A track record in driving client success and aligning within complex client working environments
* Holds relevant professional Change Management qualification, accreditation, and or certification (such as Proscar or similar)
* Experience developing customer-centric approaches and customer satisfaction measurements
* Experience of developing and implementing continuous improvement systems and of identifying and removing process inefficiencies
* Strong collaborator who works well in a cross functional team dynamic. Able to partner with sales, services, services, product, and marketing teams to improve processes and voice of the customer activities
* Excellent mentoring and coaching skills, with ability to support CSMs every day to help them grow their careers, advise customers, and serve as trusted partners to achieve outcomes
* Ability to marshal and manage resources (people, funding, materials, and support) to achieve a project or task -Demonstrates the commercial awareness to identify new business opportunities and when to engage an Account Manager to progress
* Technical aptitude and an interest in learning the functional capabilities of technical Cloud solutions and the ability to articulate these to clients -Ability to gather relevant information, notice relationships between different pieces of information, reason from cause to effect and generate effective solutions to practical problems
* Excellent communication, organizational, and time management skills
* Demonstrates achievement orientation; the determination to set oneself targets and meet very high standards, and exceed norms, and expectations
* Ability to work with clients, partners, and teammates at all levels, establishing credibility and building trusted status
* A sound understanding of the processes, procedures, and issues relevant to one’s own role, ranging from in depth job knowledge, to complex internal and external business issues and trends
* A dedication to drive long term value and relationships with teammates and partners, strong organisational skills to ensure high speed and high-quality follow-up -Demonstrates the ability to deal with ambiguity effectively and a high level of resilience when dealing with setbacks and challenges
* Ability to build excellent client relationships, offering value added, insightful, and strategic insight into their business
* Microsoft Program Knowledge & Fundamental Certifications & Cloud Technology Knowledge & Experience.
About Insight:
We believe that by giving you the freedom to think big and empower you to reach your full potential, together we will achieve the best outcomes. Along with excellent benefits and a compelling reward package, we offer the opportunity to work in a supportive environment with a high level of autonomy and creativity - there’s a reason our average employee tenure is over 6 years.
We strive to display our three core values of Hunger, Heart, and Harmony every day. They represent and drive who we are here at Insight and by doing so we are doing amazing things. Insight started in a garage in 1988 and it is through harnessing our three core values that two brothers, Eric and Tim Crown, steered Insight to the Fortune 500 company it is today. We are now a Global IT Services and Solutions business, passionate about helping customers and the real people who sit behind them.
Application Details:
Insight is an equal opportunity employer, and we are committed to achieving diversity and equality within our organisation. We seek out people from diverse backgrounds and encourage you to apply.
We will endeavour to contact you within five business days, should we feel your profile is a good match for this role. If you do not hear from us within this timeframe, please presume that on this occasion, your application was not successful.
A full job description will be provided upon application.