Customer Success Manager

Cloud-Bridge are a fast-paced start-up specialising in the delivery of technical professional services for the public cloud – primarily Amazon Web Services (AWS).We want to change the way that people look at and use cloud services as we believe that any organisation from small start-ups to large multinationals can unleash the power of these services to improve their business.We work with IT Services providers and enable them to identify opportunities for their customers looking at public cloud solutions. We work seamlessly with their sales and technical teams to scope the opportunities before working with their customers to implement effective technical solutions.We have found that many customers want to use the cloud to build and host new products, including mobile and web apps. We are building an in-house development capability so that we can deliver end-to-end solutions, from workshopping, through design, to build and support.We are looking for a Customer Success Manager to join us in our Cloud Bridge Team whowill play a core role in developing and maintaining strong, long-term relationships with main customer stakeholders. As theCustomer Success Manager, youwill drive the usage and effective adoption of our services while ensuring our customers achieve a high Return on Investment through value realisation, resulting in an exception level of customer satisfaction, retention and growth.Role Key Objectives Discover customer’s goals and agree on a success plan Create an end-to-end Customer Success Program covering the customer journey and touchpoints across their journey with Cloud Bridge, initiating and implementing tactical plans to improve customer health Manage expectations of Managed Services and FinOps customers and hold team members accountable for delivering on commitments made to customers Build and nurture long-lasting relationships with primary key stakeholders and escalate issues when needed, advocate customer needs to drive Cloud Bridge services enhancements and improvements Liaise between the customer and internal Cloud Bridge stakeholders across departments to help deliver risk-mitigating measures Measure and validate customer value realisation and conduct customer business reviews Gather customer feedback and CSATs to gain insights into their satisfaction and areas for improvement, proactively identify and address potential issues or challenges faced by customers Develop a deep understanding of Cloud Bridge’s offerings to effectively guide clients on their usage and benefits, informing and educating the customer about new functionalities and service enhancements Provide a rolling 12-month renewal and churn forecast Identify opportunities for upselling and cross-selling our services to meet customer needs and drive growth, report a customer need or interest in paid add-on features or professional services Collaborate with customers to ensure a smooth onboarding process and setup of service offerings, schedule training sessions from Cloud Bridge SMEs to educate clients on best-practice use of our services Ensure we deliver against AWS required support metrics to maintain discount levels within enterprise support Essential Skills Demonstrable cloud-based Services Operations experience with strong understanding of cloud services and infrastructure components Experience in leading strategic dialogues with customers and creating Customer Success Programs within Cloud IT / Managed Service Providers Experience working with complex organisations and multi-threading Experience in saving a customer at risk through coordinated tactical projects, grounded in a strategic dialogue with the customer Experience from working with customer risk/health models Experience in recognising contexts when new functionality could be used to increase the customer’s value realisation Knowledge about sales processes and using cloud-based applications for managing customer accounts Experience using data from a CSM-/CRM-tool to plan and prioritise customer activities Strong listening skills, ability to articulate ideas clearly and adapt communication style to different audiences Strong collaboration skills Knowledge of Enterprise Architecture is a plus Desirables AWS Certification of Practitioner ITIL or equivalent certification Project Management experience Experience with Zendesk or similar service management tool Knowledge of best practice with reporting tools Benefits Overview Base Salary 25 Days Holiday Extra Days holiday for your birthday (Should it fall on a weekday) Inclusion into the company bonus scheme. (Following a successful probation period) Flexible Working. Company Laptop and Peripherals. Company Wellness Scheme Company Sabbatical Scheme Personalised Training Programme Email us at: ##### our Career site: US ON OUR SOCIALS:LinkedIn: us and be a part of our growing team!
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