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About the job
We are seeking a Client Success Manager to build trusted, long-term partnerships with our clients by ensuring they receive maximum value from Cisilion’s services and solutions. Acting as the primary advocate for your clients, you will be responsible for delivering an exceptional customer experience, driving service excellence, and identifying opportunities to support their ongoing success and growth.
This is a highly collaborative role that requires a balance of relationship management, service delivery oversight, and technical insight, working closely with internal teams such as sales, operations and commercial to align service outcomes with client objectives. You will be a proactive problem solver, a confident communicator, and a champion for continuous improvement.
This role would suit someone coming from a Client Success, Customer Success or Service Delivery background and has circa 1-3 yrs experience. This is a hybrid role with a weekly visit to our HQ in Leatherhead, Surrey and ideally our state-of-the-art London office.
Knowledge & Experience
* Circa 1 to 3 Years of IT Client Success experience managing multiple accounts.
* Service Management Expertise: Knowledge of Service Management practices across an operational environment.
* Service Performance Metrics: Strong understanding of XLAs, SLAs, and service performance metrics, with the ability to analyse and report on trends and drive improvement.
* Communication Skills: Excellent verbal and written communication skills, capable of delivering insightful service reports and presenting engaging, impactful updates to various stakeholders.
* Collaboration with Sales: Proven experience working with sales teams to develop strategic account plans and expand Cisilion’s value within client accounts.
* Team Leadership Experience: Demonstrated leadership within a technical operations environment, fostering performance and a culture of service excellence.
* Technical Acumen: Solid technical background with experience in Support or Service Delivery roles.
* Experience with Cisco & Azure: Experience supporting clients with Cisco and/or Microsoft Azure environments in enterprise settings is nice to have. At least you would have an understanding of what these technologies do. A tech enthusiast keeping abreast of changes within the Industry.
* Senior Stakeholder Engagement: Confident in building trusted relationships and influencing senior stakeholders across client organizations.
* Client Advocacy: Serve as a client advocate within Cisilion, working cross-functionally to resolve blockers and ensure delivery of agreed outcomes that enhance client experience.
* Problem-Solving: Strong problem-solving abilities with a continuous improvement mindset, always seeking opportunities to enhance service delivery and client experience.
Top skills for this role
* Client Services
* Software as a Service (SaaS)
* Problem Solving
* Customer Satisfaction
* Customer Relationship Management (CRM)
* Customer Retention
* Customer Success
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