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    Customer Success Manager - York, United Kingdom - Simpson Associates

    Simpson Associates
    Simpson Associates York, United Kingdom

    5 days ago

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    Description

    Knowledge is power and data brings knowledge.

    At Simpson Associates data is in our DNA; andknowing how to leverage it enables us to never miss the mark. Ourdata and performance management solutions enable us to helporganisations understand and resolve some of the most complex andcommon challenges.

    We are a Microsoft SolutionsPartner with the Analytics on Microsoft Azurespecialisation. Microsoft have also awarded us with SolutionsPartner designations in Data & AI (Azure); Digital& App Innovation (Azure); and Infrastructure (Azure).

    Were also proud to be a Databricks partner andan IBM Gold Partner specialising in Cognos Analytics and PlanningAnalytics (TM1).

    With offices in York andSheffield and a team based throughout the UK we champion creativityinnovation and collaboration in the workplace.

    TheRole

    As Customer Success Manageryour role will oversee the daytoday operational performance of theManaged Services team ensuring the quality and responsiveness ofour support function.

    You will manage thedelivery of support services leading the team through dailystandups team meetings within a hybrid environment ensuringadherence to industry standards and practices. You will be acentral figure in the Customer journey owning operational processesand ensuring value for our customers

    You will beresponsible for customer success contract management andidentifying new commercial opportunities. Collaborating withpartners and clients your focus is on delivering value for moneyand highquality services aligned to SLAs.

    Throughout the client journey you will have aproactive approach in Service Management activities coveringservice takeon service reviews token and calloff day managementescalations and engagement in the renewalsprocess.

    The role will require service managementskills and expertise in service delivery and high degrees ofcommercial acumen.

    The technical domain includesMicrosoft Data Analytics IBM Cognos Analytics and IBM PlanningAnalytics solutions.

    KeyResponsibilities

    • Enhancing theexcellence and timeliness of our Managed Services and Supportfunction and exploring ongoing enhancements in approaches toservices provision.
    • Adherence to industrystandard bestpractice processes andframeworks
    • Optimising team performance trackingmetrics meeting SLAs and overseeinginitiatives.
    • Identification of businessprospects and improved customer lifetimevalue.
    • Contract oversight including renewalscustomer success and engagement.
    • Reviews ofService reports compiling and the preparation reports for customerengagement
    • Proactive management of tokens andcalloff days ensuring we deliver value to ourcustomers.

    Skills and AttributesRequired

    • 3 years of experience insuccessfully delivering services
    • Understandingof the implementation of formal service and change frameworks andprocesses
    • Customer focused and experienced inmanaging customer engagements
    • Experienced incontract management enabling the establishment of effective workingrelationships with customers and maximising lifetimevalue.
    • Demonstrate a servicefocused mindset.Detailoriented and proactive bynature.
    • Willingness to take ownership ofproblems and proactively resolvethem.

    Advantageous Qualificationsand Skills

    • ITIL 4 Foundationcertification
    • Comprehension of Data Analyticssolutions
    • Project management skills (Prince2Agile MSP or similar)
    • Change managementexperience
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