Senior Customer Success Lead – Hybrid MSP

Employment Type

Full Time, Hybrid and Field based

MSP, Managed Services, IT Sales, Software sales

Competitive

V4

One is a dynamic and rapidly expanding technology company with over a decade of success under its belt. Based in the West Midlands, V4

One specializes in delivering Telecoms, Managed IT, and Security Solutions, primarily targeting mid to large‑sized businesses. The company's expertise spans both the Australian and UK markets, reflecting its international reach and versatility.

Over the years, V4

One, along with its associated entities, has achieved significant organic growth. This expansion has resulted in the acquisition of over 5,900 clients within the SMB (Small and Medium Business) and Consumer sectors, underscoring V4 One's capability to effectively serve a diverse range of customers. The company's combined management experience and innovative approach have been key drivers in its growth and success.

V4

One is on an exciting growth journey, we have ambitious growth goals for the coming years and seek a highly skilled professional who can quickly grasp our business and deliver immediate results.

We’re looking for a highly organised, structured professional who is energetic, charismatic, and driven by ambitions to achieve substantial earnings each year.

• Responsible for managing complex technical issues within our service desk & aftercare team for key accounts
• Support and guide Helpdesk colleagues to improve first‑time resolution rates.
• Meet and aim to exceed SLA and KPI targets through individual and team performance.
• Lead service improvement initiatives and manage any operational threats or risks proactively with wider stakeholders both internal & external
• Lead a team - Train and mentor team colleagues
• Serve as the lead face for aftercare, representing the business to all existing customer accounts as a part of senior leadership team.
• Create, foster, and nurture a positive and motivated work environment while maintaining a strong culture of accountability. Set the right tone for both existing and new aftercare or field‑tech colleagues, ensuring a balance between job satisfaction and key KPIs.
• Ensure that field‑tech colleagues consistently promote a company‑first and teamwork‑driven mindset. Encourage an open‑minded approach and strong execution, where those who excel are recognised with company rewards and benefits, while others are encouraged to improve to meet the same standards.
• Ensure that all field‑tech colleagues maintain excellent documentation, regularly review it, and issue initiatives that benefit both the business and the field‑tech colleagues in real time. Foster close coordination on site visit (SV) items, resolving obstacles to mutual satisfaction.
• Design a 5‑day‑ahead calendar plan for both you and the colleagues you manage, ensuring that tasks, meetings, and key activities are well‑organised and clearly outlined in advance. This will help maintain smooth operations and optimise team productivity levels.
• 95% within SLA DMA‑client‑accounts ticket‑close rate averaged over 1st Quarter-will be direct KPI/role item.
• Continuously think of and devise new documentation for client accounts or internal colleagues to review and sign, clearly outlining our risk‑obligations as a Business in a formal, timely manner.
• Successfully complete any given learning items independently, with minimal learning support available from the business externally. However, it’s important to note that ongoing learning support will continue to be funded by the business where relevant.
• Participate proactively in helping marketing secure successful client case studies, develop videos with any recent SLA successful clients, collect successful reviews etc via direct or teams’ colleagues always at end of each client‑contact

• Proven progression within a Service Desk or Technical Operations role.
• Experience in technical customer engagement and triage.
• Consistent achievement of SLA targets.
• Familiarity with ITIL processes (Incident & Problem Management).
• Experience mentoring or coaching team members.
• Experience with PSA, RMM, MDM and CRMs.
• Experience with all aspects of…