About this role
Purpose Of Role : Be the End-to-End Sencinet Customer Success front door for the whole contract Life Cycle of an account or cluster of accounts (from ordering to handover to the in-life), representing Sencinet at customers’ middle to senior management levelsKeep track of contract obligations and ensure proper customer interaction processes and resourcing are in placeEnsure SLAs & KPIs are measured to be used as input for service development plansApply ITIL and PMI governance best practisesLead business impact analysis through mitigation and prevention plansBuild strong customer relationship as a CSAT development toolLeverage team workload towards productivity improvementEnsure proper coverage plan is in place for planned and unplanned leavesAct as an escalation point for both functional and contract related matters, supporting the Account and peering all teams.
You'll have the following responsibilities
Key Responsibilities :
The Customer Success discipline has five primary responsibilities while pursuing Sencinet business target results : 1)Drive improved customer satisfaction from the right audience, by : Ensuring a monthly measurement of CSAT is undertaken, via : i)face to face customer scorecards surveys with customer representatives appointed by the Account Teamii)External consultancy surveys are held on quarterly basisLeading a go-to-green CSAT plan and ensuring agreed timelines are respected and internal stakeholders involved.
2)Demonstrate structured and continued Performance Improvement Development, by : Keeping track of the financial progress of : i)Cost to Serve (e.
g. resourcing rate cards allocation)ii)Cost of Failure (e.g. due Service Credits)iii)Lead to CashHaving agreed C2S, CoF and L2C targets with the MULeading an Action Plan to meet the targets and go beyond3)Ability to deliver a differentiating services at the lowest possible cost via revised ways of working, driving the best possible utilization of Customer Sucess workforce, by : Measuring own effort, divided into three distinct activities groups : i)Core analytical, Core non-analytical and Non-CoreDuty : Implementing more efficient was of working, including : ii)Outsource of recurrent analytical activities with the technical teamiii)Delegation of non-Core Customer Success activities onto the respective specialized structure4)Leverage existing relationships, product portfolio knowledge and customer challenges to identify new revenue opportunities, by : Pointing out capacity issues that could be resolved with service upgradesCharging back to the customer for every Time & Material / MACDs not covered in the existing contractsGenerating incremental opportunity leadsAll the above must be acknowledged and accepted by the account team as valid opportunities5)Maintain a workforce management governance to improve team engagement, productivity, ensure BCP and continuous C2S improvement, by : a)Keeping coverage plans for both planned and unplanned leavesb)Measure deliverables effectiveness and related effort to keep track of related : i)Productivity per team resourceii)Whole team incremental workload capacityc)Pursuing continuous Customer Success governance innovationsd)Motivating peers to do better and go beyond6)Works across the organization to support business’ strategy on up sells, renewals, and churn levels.
Supply bid team and internal stakeholders with customer’s contract lifecycle performance data and opportunities, bringing additional information to support business generation.
You'll have the following skills & experience Education Requirement Certifications Requirement High SchoolRequiredITIL FoundationRequiredBA / BS degreeRequiredITIL SpecialistRequiredTechnical SpecializationRecommendedITSM / SENCINETIMGood to haveMBAGood to havePMI PMPGood to haveDoctorateGood to havePMI PgMPGood to haveCCNAGood to have Major : Fluency Languages Fluency EngineeringGood to haveEnglishFluentComputer ScienceGood to haveSpanishFluentInformation TechnologyGood to havePortugueseGood to have Backoffice & Programming Requirement Rating PowerpointRequiredVery GoodExcelRequiredVery goodWordRequiredVery goodVisioRequiredGoodProjectGood to haveGoodSharepointRequiredGoodPrograming LanguagesGood to haveNone Benefits About BT BT has a key role in British society, fostering change and leading technology innovation.
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