Customer Success Manager
Sword Group, United Kingdom

Are you ready to play a key role in propelling organisations on their data driven journey?

Sword builds foundations across platforms, data, and applications and our people have a shared passion for technology and solving complex business challenges for our customers.

Our core values and culture are based on caring about our people, investing in training and career development and building inclusive teams where we are all encouraged to contribute to achieve success. Our people and culture are our highest priority in all we do. Measurable feedback is captured annually to ensure we continue to improve and develop our offering.

If these values are important to you, and you are looking to take the next step in your career with an established and growing company, we’re delighted to share a newly created opportunity to join the Sword team in the role of Customer Success Manager.

Sword provides dedicated and flexible IT modern managed services that enable customers to prioritise their business objectives whilst maintaining business continuity and operational efficiency to drive value from the business.

We take on the responsibility of IT operations by delivering flexible, scalable, services enabling customers to focus on business performance.

We are looking for a Customer Success Manager who will be responsible for delivering high levels of customer service while effectively managing and developing our service teams. The candidate will ensure our services meet the needs of our customers and that we are continually improving to meet their evolving needs whilst developing the financial performance of the service. This is a leadership position that involves managing all operational delivery activities related to customer success and experience, proving the delivery of value and alignment with customer goals and aligning future requirements with Sword Capability.

Location: Aberdeen, Scotland. Hybrid working

Requirements

At Sword, we are proud of cultivating a respectful workplace that values the contribution of all our people, whatever their background or stage in their career. We welcome your application should you hold the right core experience, knowledge and your application sufficiently outlines your relevant skills or transferrable skills in this area. If you believe you're qualified, but don't "check all the boxes", please still submit an application and we will explore your experience further.

Here are the key skills and experience relevant to this role:

• Reporting to the Operations Lead, our Customer Success Manager (CSM) will be responsible for all operational delivery activities , including service performance , work allocation , resource planning , risk management and line management of operational team leads in the services they manage.
• The CSM will drive continual improvement through the development and maintenance of Continual Service Improvement Plans (CSIP) and monitor the performance of the services through monthly service reviews
• The CSM holds responsibility for managing overall service financial performance including operational costs in line with company financial controls, ensuring the profitability of accounts , invoicing accuracy, managing PO's, and identifying new opportunities.
• Responsibilities will include establishing strong relationships with customers, overseeing key service stakeholders, managing contracts, handling service escalations, and promoting Sword's thought leadership.
• Developing and implementing Service Management processes and procedures which align to the ITIL framework that enable the Support Service to achieve KPI’s and support growth, while managing continual improvement within the service.
• Management of the Services to ensure adherence to the appropriate SLA’s / KPI’s
• The role will manage multi-disciplinary teams across a range of existing and new customers.
• Provision and interrogation of customer metrics, analytics and chairing of service delivery meetings in line with customer requirements.
• Champion group culture with all staff, customers, partners and suppliers, to create and enhance awareness and appreciation of our brand
• Motivate, develop and manage staff and contractors to ensure efficient and effective delivery whilst maintaining and developing the customer relationship
• Provision of monthly reports, analytics and execution of delivery meetings to customer requirements for contract monitoring
• Resource management to ensure consistent delivery

Experience:

• Minimum ITIL V3 Foundation qualified, ideally V4 Foundation
• Degree/Management Qualification or equivalent experience
• Ability to Manage diverse teams
• Relevant experience in a similar role
• Experience of financial management
• Excellent communication skills

Job Rewards and Benefits