Customer Success Account Manager at Cloud Direct

Purpose

To proactively engage with Cloud Direct customers to ensure that:

• We make the customers’ business a success using cloud services
• We can clearly demonstrate our value add
• New business opportunities are identified
• High standards of customer service are maintained

Responsibilities

Customer Champion:

• Take ownership of direct and partner existing customers (initially direct customers only)
• Be our customers' voice - educate us about what our customers want and need
• Develop customer accounts by encouraging the adoption of new cloud services to drive customer's own business success, passing all new opportunities to sales for closure
• Be the customers champion to own and drive the resolution of all customer issues and complaints, escalating as required
• Engage with all customers who have raised cancellation requests with the objective to prevent churn
• Take ownership for account changes e.g. contract reviews or payment changes as per agreed transaction limits
• Manage and transact upgrades/downgrades for existing customer services
• Manage all proactive customer communications of a non-support nature e.g. upgrades, price changes, offers etc
• Drive the uptake and usage of PROVIDETM for all customers
• Feed ideas into Marketing regarding topics that our customers are interested in
• Be intrinsic to the development of the Cloud Direct customer journey / experience development
• Case creation, classification, escalation, management and progress feedback to customers
• Adhering to business process and procedures
• Work closely with all areas of the business to ensure that the customer experience with Cloud Direct is easy
• Working closely with all departments to ensure customer issues are resolved in a timely manner and a positive customer experience is maintained
• Willingly support other members of the team when required
• Look after Cloud Direct’s lower spend customers, 800 + customers
• Do more reactive work based on the customers needs
• Element of selling to these customers that are no longer on the right services.
• Manage the teams dashboards and email inbox to ensure the work gets distributed to the correct individuals within the team.
• Assist the New Business team with any ad hoc admin requests when needed.

Personal Performance & Development

• Monitor and understand own performance against KPI’s and vision summary
• Prioritize workload and manage working time effectively
• Take personal ownership for maintenance and development of role-based skills and expertise

Requirements:

• An ITIL qualification is preferable
• Excellent communication skills and telephone manner
• Ability and willingness to learn new technologies & products
• You will be a self-motivated achiever who gains satisfaction from providing excellent customer service
• Proven work experience as an Account Manager, Key Account Manager or relevant role
• Experience delivering client-focused solutions to customer needs
• Ability to communicate, influence, build and maintain strong working relationships with stakeholders at all levels in order to achieve successful outcomes