Client Success Manager at Dimension Data

Job description

The overall responsibility of the Client Success Manager (CSM) is to ensure that the end-to-end success of designated client contracts is achieved in line with the Client Success go-to-market Services strategy. They are required to work in partnership with sales and service delivery management to execute the assigned account strategies, delivering the in-contract growth required through the Adopt, Expand and Renew sales cycle.

The role is directly accountable for reaching the annual revenue and gross profit targets set for their portfolio of contracts. Their responsibility is to minimize client churn and successfully conduct the upsell and cross-sell activities to attain the in-contract growth target. The CSM will ensure that the client is adopting the relevant service product offerings, and will leverage systems and tools to demonstrate progress towards achieving the goals of the client’s business strategy. This will be executed by advocating Dimension Data’s services product offerings, educating clients and enabling them to achieve their business strategy; whilst evaluating the services deployed in the client’s environment resulting in the upsell and evolution towards outcome-based services.

What you'll be doing

Execute tactical strategies
The Client Success Manager is primarily accountable for delivering all in-contract growth of their defined portfolio of clients. They will achieve this by working closely with their Sales representatives to execute the planned account strategy, including call planning and opportunity qualification process utilising the CSM systems and tools. The CSM will proactively use analytics to measure, retain and grow the service revenues, by optimising the client’s environment. They will adopt best practices and methodologies in a proactive client engagement approach, to drive contract renewals, minimize churn, and seek upsell activities in line with the client’s business objectives. Client Success Managers must display strong commercial and contract negotiation skills to migrate clients onto a single Master Services Agreement (MSA) contract.

Ensure client satisfaction
The Client Success Manager will proactively manage the pipeline for contract renewals and conduct regular client business reviews. They will regularly visit clients and may be responsible for the effective development and engagement of highly visible, complex client contracts. This role will support the Regional Client Success Manager to evangelise the Client Success strategic initiatives with clients, internal sales management and relevant stakeholders, to collaboratively promote the execution of in-contract growth.

Establish relationships
This role will establish excellent working relationships with the client representatives, who also operate at a regional level within their business. Client experience, operational governance and upselling are their main objectives. They must maintain a coherent strategy with the Service Delivery Managers for dealing with service delivery issues across the regional environment and remain abreast of these issues at all times.

Develop and maintain service excellence
The Client Success Manager will display a deep understanding of service management, ITIL practices, and sale lifecycle. They are accountable for ensuring that a culture of service management excellence is developed and maintained with their respective client base and client facing colleagues. They achieve this by demonstrating strong leadership qualities that support a strategic development approach to client engagement and efficient operational delivery. They have a deep understanding of the client’s business needs and technology strategy associated with Dimension Data’s delivery model.

Generate client demand
The Client Success Manager will generate client demand for Dimension Data’s services product offerings by utilising accurate data and analysis to identify client needs, mitigate risks, and introduce new services to help their defined clients achieve their business objectives. These elements will be translated into effective account plans to drive demand and secure in-contract growth.

Close in-contract sales deals

• The Client Success Manager will clearly demonstrate and articulate business value to the client portfolio, supporting the renewal preparation for next-tier service offerings. With their sales colleagues, they will lead the negotiation of in-contract deals with clients. They will co-ordinate commercial discussions, provide advice, whilst identifying and mitigate risk impacts related to deals, including:
• The commercial viability of the opportunity
• Duration of the contract as well as the legal processes in relation to the structure of the contract and service level agreement
• Delivery capability relevant to client requirements
• Incorporation of sub-contractors and deal partners

Assist the Sales Organisation
They will use their close working relationship with the client and assist the Sales organisation to identify opportunities to up sell service whilst tracking other business opportunities that may emerge. Their proximity to the client’s environment, and their experience as services experts skilled at positioning support services, will enable them to contribute to pre-sales processes. This is achieved by providing insight into the client’s organisation, determining the effort required to deliver, whilst providing advice on the most optimal way to approach the client. They clearly understand and contribute to the Account Plan, as well as other supporting documentation sets. They contribute to raising the awareness of the competitor landscape for assigned portfolios and in collaboration with the sales teams assist with the development of strategies to ensure account retention and growth.

Behavioural skills
As a good corporate citizen, the Client Success Manager is required to communicate with competence, operate well in a team environment and display attention to detail. They have well developed leadership skills, having excellent strategic thinking ability. Client Success Managers will set an example to staff in terms of client focus and service orientation, driving client satisfaction. These individuals continuously identify mechanisms for improved in client experience and in-contract growth whilst ensuring the solution is incorporated into the Client Success and Service Delivery strategy.