Customer Success Manager

KEY PURPOSE OF THE ROLE

You will serve as the primary point of contact for our clients, ensuring their satisfaction, retention, and success by delivering exceptional service and driving continuous value from our managed IT solutions.

You will manage and be responsible for the operational success and commercial profitability of the services delivered to the nominated customers. Using your subject matter expertise and experience, you will ensure that all necessary governance and reporting mechanisms are established and aligned with company standards. You will maintain continuity of good business practices during the contract in‑life phase.

• Build and maintain strong, long‑term client relationships.
• Ensure regular customer contact through on‑site visits.
• Act as the trusted advisor and liaison between the client and internal teams.
• Understand client goals and align One Advanced services to meet business needs.
• Proactively monitor account health, usage metrics, and satisfaction levels.
• Manage client onboarding, renewals, and service escalations.
• Identify upsell and cross‑sell opportunities in coordination with the sales team.
• Collaborate with internal teams to resolve issues and ensure client expectations are met.
• Track and report on client engagement, KPIs, XLAs, and service performance.
• Contract management and development.
• Financial / Commercial Management (including P&L Management and Reporting).
• Service Level Management.
• Service Delivery Strategy and Development.
• Risk Management.
• Continuous Service Improvement.
• Make decisions critical to customer engagement and success.
• Develop long term strategic customer and One Advanced relationships.
• Accountable for all contractual elements pertaining to the customer deliverables.

• Manage the profitability of allocated contracts, analysis of P&L and customer contractual reporting.
• Identify service improvements coming out of complex operational and organisational problems and measures to improve profitability of account/s.
• To be fully familiar with the detail of all aspects of the contract, ensuring a thorough understanding of the company's obligations, and that these are delivered against.
• Understand the resources and costs required, and utilised, in the delivery of the contract.
• Accountable for the service performance of their customer contracts.
• Contribute to team initiatives and service improvement.
• Manage efficiency programmes to ensure profitability and contractual obligations expectations are met and improved upon.
• Be actively involved in SMT Improvement initiatives and leadership priorities.
• Manage day‑to‑day relationships with key stakeholders, building strong and productive working relationships.
• Apply strict change control to all areas of the contract ensuring that specialist support is engaged.
• Build cohesive working relationships with internal stakeholders to develop cross department and business unit associations.
• Manage and be responsible for an accurate and up to date Risk Register.
• Fully understand the customers’ business and technical environment and be proactive in aligning One Advanced resources to ensure the most cost‑efficient delivery model.
• Prepare regular Service Reports incorporating appropriate Key Performance Indicators to show performance of the services provided against the terms of the contract.
• Chair regular Service Review Meetings focusing on performance against contract and opportunities to develop the relationship and services with the customer.
• Where appropriate, produce and maintain a Service Catalogue and Operations Service Manual (Handbook) in relation to the contracted deliverables utilising the expertise of the Service Transition team.
• Produce and manage the delivery of Service Improvement plans (SIPS) and Continuous Service Improvement (CSI) items.
• Maintain positivity and a solution‑focused approach in challenging situations. Role model this behaviour to build team confidence levels.
• Ensure that all elements of service delivered via partners are covered by contracted terms that are at least equal to the One Advanced contracted deliverables. Manage the partner appropriately to ensure their business obligations…