Customer Value Manager - United Kingdom - Codestone

Description

About Codestone

For over 25 years, the Codestone Group has consistently pioneered modern ERP, EPM, BI & Analytics, and cloud IT solutions. Today, it is equity backed by FPE Capital and is recognised as the #1 SAP ERP partner in the UK and EMEA North as well as Platinum CCH Tagetik partner and Gold Microsoft partner.

Codestone is also amongst the Top 50 UK Managed Services Providers, offering 700+ and growing customers 24x7x365 technical, solution, cloud hosting and security services.

Why Join Us? We've got big ambitions for you and the future of our organisation. These are embodied in our Inspire – Transform – Achieve mantra that drives every conversation we have and every decision we make. We want our team members to fully embrace this mantra and work hard while having fun. We value every member of our team, their diversity, and the contribution that they make. When we say you're welcome at Codestone, we really mean it. #lovewhatyoudo #CODEFEST Every year we put on a music festival for our employees, their families, and friends. For one weekend every summer, we leave the wonderful world of technology back at the office, don shorts and flip-flops and occupy a beautiful field in the Dorset countryside. We enjoy two days of superb live bands, great food, a well-stocked bar, kids' entertainment, festival acts and much more. No rules – just leave your laptop at home.

About the role

We are looking for an enthusiastic and versatile Customer Value Manager to work with our range of customers and be responsible for developing and maintaining a strong customer relationship and improving our services and customer satisfaction. As a Customer Value Manager you are the delivery leader in our account teams and a strategic partner to our customers.

The Customer Value Manager will be responsible for providing market leading service and will ensure that our clients receive maximum value from their investment by enabling them to fully leverage their Managed Service contract, Subscriptions, Service Tokens and other services on an ongoing basis.

The role will be part of our Customer Value Management department, which aims to offer advantage and value to our customers, provide solutions that address their challenges and opportunities, and achieve a specific business goals.

The person will also work closely with the Heads of Managed Services, Projects, Consultancy and Account Management co-ordinating the delivery of services into key customers. You will demonstrate strong leadership, great strategic business relationship management and teamworking skills. You will also demonstrate excellent communication and technology awareness; with experience in ERP, infrastructure and Digital Workplace both being desirable.

Your Responsibilities will include:

Your main responsibilities will include (but not be limited to).

• Build strategic and trusted partnerships with our clients by understanding their business fully, aligning how our services support their business and performance, and working in strategic partnership to enhance the value and advantage they generate from a growing relationship with Codestone.
• Act as the "voice of the customer" internally and use this valuable feedback/insights to drive the customer experience.
• Proactively seek out any obstacles that are stopping customers achieving maximum ROI from their investment in Codestone, and in the same way actively seek opportunities to enhance the customer's portfolio of services in line with their business goals. Be a positive leader for change internally to help address those opportunities and challenges.
• Develop and maintain a deep understanding of our customer's business drivers, be seen as a trusted advisor and be able to pre-emptively advise according to the client's business profile.
• Monitor and measure customer satisfaction (CSAT, NPS) and take proactive action to remedy emerging trends and concerns.
• Continually improve your knowledge of both Codestone's offerings and the customer's business/industry to ensure that you are delivering the best possible service.
• Communicate ROI and recommendations to our clients enabling growth and renewal.
• Liaise with internal teams to ensure client needs are being met; coordinating the service provided by Projects, Service Transition, Sales, Marketing, Finance, and Product Mgt.
• Partner with Sales to manage customer success metrics, expectations and remediation.
• Act as a principle owner for escalation resolution for all Codestone services delivered to the customer.
• Analyse and monitor customer data to draw insights and optimisations, communicating those findings to clients and adjusting campaigns for better performance (if required).
• Support our clients in optimising our products, branding, product updates, industry expertise
• Drive efficiency in our client relationships and demonstrate a tenacious spirit that is adaptable, doesn't accept the status quo and won't allow the current landscape to be a blocker to driving long term customer value.
• Ensure that Service Levels comply with contractual deliverables on a day-to-day basis and implement, monitor and report on appropriate XLA's (Experience Level Agreements) agreed with the client.
• Leading Monthly, Quarterly and adhoc reviews as required with our customers to review service performance and risks and to develop and implement Service Improvements.
• Facilitating a prompt response to requests in line with customer expectations.
• Work closely with the Head of Managed Services, Head of Projects and Professional Service Heads and attending regular meetings and ensuring a high level of customer satisfaction.
• Working closely with the Account Manager to capture new and changes to service requirements (CCN's).
• Leading the customer's service delivery team, managing conflict, and ensuring the team's processes and tasks are carried out efficiently.
• Determining ways to reduce costs without sacrificing customer satisfaction.
• Assessing the customer's feedback and using your creativity to establish, improve, and refine services whilst maintaining a high NPS score.
  

About You

You will have a proven and demonstrable track-record in all aspects of Service Delivery in a fast paced, high-profile environment dealing with multiple C-suite stakeholders and end users alike. You will understand ITIL Service Management processes and be able to apply them in an Agile manner.

You will be a change champion and advocate, seeking opportunities on behalf of the customer and Codestone to continually evolve the value created through the creation and delivery of progressive services and capabilities. You will have the skills to communicate well and organize your time well to satisfy the client and make sure the services run smoothly. Also, you must have experience in IT strategy and budgeting to be able to help guide the customer on the best direction for their IT systems and services.

Experience Required:

Essential skills:

• Proactive, positive, self-starter and team player with a skill of continually improving processes.
• An ability to quickly understand different customer business scenarios and be able to relate Technology and Service outcomes to the enablement of key customer business outcomes and advantage.
• Ability to work in a team-based, collaborative environment and a passion for contributing to the creation of a world class customer success function
• Capability to communicate services/brand/products effectively and clearly both cross-functionally (sales, product, marketing) and to external customers over multiple media
• Track record of working in a customer-facing environment and developing/driving initiatives to ensure or improve upon a customer's ROI with our services
• Ability to digest complex data and relay it to customers in a manageable, clear and concise way
• Excellent presentation and meeting facilitation skills including small to medium groups
• Demonstrable success in thinking strategically, executing tactically
• Customer Success or Service Delivery Manager experience (3 years+) in a high profile environment.
• Experience in Customer Service, Business Relationship Management and Service Management is essential.
• Experience in dealing with multiple C-suite individuals.
• Experience of operating in high pressure and fast-moving environments
• Excellent organisational skills.
• Service Level and Customer experience level Management experience
• Good computer skills and the ability to use business support software and ITSM tools.
• Business / IT Strategy and budgeting
• Strong teamwork skills and attention to detail.
• Experience of Microsoft Office 365 and Azure environments
• End User Support (Modern Workplace)
  
  
• SAP ERP solutions and/or Cloud services
• Agile Service Delivery Skills

Qualifications

• A Bachelor's degree in a Business or IT related field.
• ITIL v3 Foundation (minimum)
  

Key Measurements and Targets:

• Timely escalation and resolution of Customer queries
• No. opportunities passed to Business Development and Account Managers (% revenue growth)
• No. of Service Token / Subscription renewals (%) and conversion to Annuity Contracts with the Account Manager
• Completion of bespoke customer engagement plans (BRM)
• Positive feedback on any Customer Satisfaction Survey (CSAT, NPS, XLA's)
• Activity/usage levels over an Accounts Duration
  
  

About the Benefits

Personal KPI bonus scheme
25 days holiday (plus Bank Holidays)
Contributory company pension scheme
A volunteering day each year to support your local community
Hybrid working policy
Training, learning & development opportunities (customer specific and general courses)
Casual dress code
Cycle to work scheme
Recruitment and customer bonus referral scheme
Annual company charity music festival
Employee wellbeing programme
Life assurance x 3
Healthcare cash plan
Extended maternity and paternity leave
Tax-free childcare
And many more

Sounds good? If you're interested in starting or continuing your career journey with Codestone, simply watch and enjoy our videos then apply on this link.

At Codestone, we are committed to fostering a diverse and inclusive workplace where all employees are treated with respect and dignity. We believe that diversity enriches our work environment, fosters innovation, and drives better outcomes for our customers and communities.

We are dedicated to providing equal opportunities for employment and advancement to all qualified individuals, regardless of race, color, ethnicity, gender, gender identity or expression, sexual orientation, religion, age, disability, marital status, veteran status, or any other characteristic protected by applicable law.

As part of our commitment to employee well-being and personal development, we guide our inspire, transform and achieve values with the acronym 'THRIVE', which promotes Talent, Hearts, Responsibility, Innovation, Values and Excellence. Through initiatives like Thrive, we create a supportive environment where employees can thrive personally and professionally.

This commitment to equal opportunities and inclusion is integral to our mission and values, and we are dedicated to upholding it in everything we do.

If you are a person with disabilities and require reasonable adjustments to be made to make your application or to attend interview, please contact #J-18808-Ljbffr