What are the responsibilities and job description for the Customer Success Manager position at Xalient Holdings?
Competitive salary (dependent on experience), home working, 30 days annual leave (inc public holidays),TriNet Health Insurance, among other benefits
We currently have a fantastic opportunity available for an experienced, ambitious and dedicated Customer Success Manager to join us based in the states, working from home. You would need to be based in the Mountain region / Pacific time zone's.
Technology and Customer Service is at the heart of our business so youll need to be smart, confident, and relish the opportunity to pre-empt and solve problems all the while driving platform adoption and customer satisfaction. You will need experience of dealing with senior stakeholders in a complex environment with often changing requirements.
You will be aligned to a key client to oversee critical functions within the Managed Services department and to drive internal governance and external reporting. The focus of the role is to deliver exceptional customer experience in the most cost effective and efficient manner. You will be expected to form key relationships with and be an advocate for your clients and an ambassador for Xalient.
You will be responsible for ensuring that we drive positive customer outcomes throughout the organisation. You will focus on creating strategic partnerships with customers, driving mutually beneficial outcomes and ultimately improving retention whilst growing revenue from existing customers.
Why Xalient?
At Xalient we design, build and manage software-defined solutions and services that help global enterprises become more resilient, adaptable and responsive to change. Were an innovative and young technology services company with around 150 employees, most based in Leeds, that helps large organisations connect their people and locations across the globe and protects them against growing cyber threats shameless namedrop, but were proud to call Kelloggs, Keurig Dr Pepper, Mondelez & Hamleys our customers (and thats just a few of them!).
Key Responsibilities
- Ensuring that the customer experience is exceptional, provide regular updates to customers during the incident resolution cycle and assist the technical teams in driving adherence to SLAs, inclusive of management of 3rd party vendors. Management of the customer in all respects and under any circumstances is critical, aligned with the management of internal resources, appropriate escalation, and ongoing communication with all parties. Core responsibilities are as follows:
- Ensure that the right-fit Service Support and Service Delivery policies and processes are in place to meet individual Customer needs and make sure these are being met internally.
- To own Incident, Request, Change and associated Escalation processes.
- To take ownership of Major Incidents to ensure coordination of resolving parties, effective communication to stakeholders and post incident review in line with Xalient Major Incident Management process.
- To monitor and assess performance to ensure Xalient are meeting defined SLAs and KPIs and to prepare relevant reports in line with Customer requirements
- To meet with Customer to cultivate feedback regarding the Managed Service and to facilitate any required improvements within Xalient.
- To facilitate service and support in projects impacting service areas (specifically 24/7 Operations) and ensuring service impact is minimised.
- To drive internal service review meetings and facilitate third party service reviews covering performance, service improvements, quality, and processes to enable Continual Service Improvement.
Skills and experience
Essential
- Service Delivery Management experience
- Experience of Managing high profile global clients
-
ITIL V3/V4 Certification or equivalent experience
- Strong customer service ethic
- Abilityto multi-task and work well under pressure
- Outstanding written and verbal communication skills
- Up to 10% travel (when required)
Desirable
- A strong understanding of Unified Communications, IP Telephony, LAN/WAN and broadband
Job Offer:
- Competitive (dependent on experience)
- Home working
- 30 days annual leave (inc public holidays)
- Extra days holiday for your birthday
- Company laptop and iPhone
- TriNet Health Insurance
- 401k plan
- Employee Referral scheme
Xalient
We are an award-winning, IT consulting and managed services business, specialising in modern, software-defined networking, security and communications technologies, delivering innovative solutions and services to major organisations right across the globe.
Our service portfolio ranges from consulting strategies and assessments through to solution design, deployment and fully managed services, incorporating market-leading technologies in each of our specialist areas.
In 2021 Xalient was named by Dun & Bradstreet as #6 in its inaugural Accelerate 50, recognising the 50 fastest growing tech companies headquartered in the UK.
Equal Opportunities Statement
We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation, gender reassignment, marriage and civil partnerships, pregnancy or maternity or age
Salary : $71,000 - $89,900