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Client Success Manager

Staines, UK | JR007009

The Client Experience and Success team is responsible for developing client relationships that promote retention and loyalty while ensuring that our clients derive maximum value from Ensono’s solutions and services. As a team, we are on a mission to transform each client’s experience, while becoming an industry-leading Managed Services Provider. We are looking for passionate client advocates who are willing to drive change and help their clients achieve great things.

Ensono’s Service Delivery Office sits within the Client Success Team acting as the primary interface for multiple Ensono clients, as well as providing support to our Senior Client Success Managers. Our Associate Client Success Managers are predominantly office based, growing their careers while building experience across accounts, dealing with a range of issues and learning a variety of industries.

What we are looking for:

Client Success team members should possess excellent interpersonal and communication skills. They need to be highly motivated, organised and have experience directing activities cross-functionally within the organization.  Each Client Success team member should be proficient in the following:

 

  • Client relationship management – both on the ground and via collaboration tools

  • Microsoft Office Suite tools with the ability to create PowerPoint and Excel documents that tell a meaningful story through data

  • Experience with Customer Relationship Management software, such as Salesforce

  • IT Service Management best practices – ITIL Certification a plus

  • Exceptional multi-tasking abilities with an ability to wear many hats and shift focus/priorities throughout the day,

  • Self-motivated with a strong desire to learn quickly,

  • Working as an individual contributor whilst actively knowledge sharing as part of a team,

  • Travel to the client site, working face-to-face with clients when required.

Responsible for the following:

  • Identifying each clients’ business outcomes, creating a unique plan to align Ensono products and services, tracking/reporting client outcomes against that plan, and ensuring continuous improvement of the customers’ environment throughout the engagement;

  • Coordinating internally across Ensono with cross-functional teams such as Sales, Technical Operations, Solution Architecture, and Program/Project Management to ensure the relationship and projects stay on track, achieve the desired outcomes, and meet the contractual obligations;

  • Building relationships across the client’s organization to confirm the right level of participation across IT and the business to drive success and achieve the client’s outcomes;

  • Establishing an account governance model by identify the right meeting cadence, aligning the right time and content appropriate for the executives and management levels;

  • Manage critical client issues/incidents, communicating the client’s expectations and ensuring coordination across the Ensono team to deliver;

  • Assess account performance through Ensono’s Client Health Dashboard and work across Ensono teams to manage client challenges and deliver high quality service to each client;

  • Capturing important client data and conduct analyses to identify issues and track progress against the client’s business outcomes. This may include analysing the health/wellness of the client’s environment, data on incidents/SLAs, and operational data to identify strategic pricing options while managing client churn;

  • Building a working knowledge of Client contracts to ensure compliance throughout the Client lifecycle;

  • Staying informed of the latest industry news, trends, products, services, competitors and existing and emerging technologies that may impact present and future client performance;

  • Providing support to the Client Success Team where required, may include processing of moves, additions, changes, decommissioning activities and coverage for annual leave/out of office requirements.

JR007009

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