Job Description
JOB TITLE Customer Success Manager
LOCATION – Bristol office/Remote
Covering the South West/South Coast of the country
Excellent and competitive Salary plus car allowance and quarterly bonus.
Working predominately remotely, covering customer sites around the Northwest area, you will provide an excellent customer experience to key customers, however, need to be able to get to the Bristol office for meetings and working with the Account teams.
About us
Winner of the PrintIT Awards for Employee Experience 2021, Apogee Corporation provide Managed Workplace, Managed Print and Managed IT Services with Europe's Largest Multi-Brand solution. As an independent subsidiary of HP Inc, we have the advantage of being part of one of the world’s leading technology companies, with instant access to the latest innovation all supported by our market leading service operations.
We are committed to our sustainability objectives and are involved in frequent community and charity initiatives to support our vision. We are passionate about diversity, equity, and inclusion with a culture of originality. Our recent investment of £250,000 in employee training and development highlights our commitment to investing in enhancing the skills, knowledge, and experience of our employees.
Our culture allows you to innovate and develop your career with the support of an expanding corporate and progressive organisation. We are looking for inspiring and pioneering individuals, who want to make a difference in their careers as well as in the world around them. We are proud of all our employees, who are at the heart of what we do. If you become part of our journey, everything is possible, and the opportunities are endless.
Job Purpose
The primary responsibility of a Customer Success Manager is to build a strong relationships with the customer whilst communicating effectively with all Apogee departments to ensure customer satisfaction and framework requirements are achieved.
Working closely with Customers and Account Managers to deliver improvements, maximise contract performance and identify additional opportunities. The position requires the candidate to understand our customer’s needs to provide excellent customer services and ensure customer satisfaction.
The successful candidate will be bright, efficient with a can-do attitude and the ability to think outside the box. Strong working knowledge of MS Office and Excel is required.
Service Level Agreements and Key Performance Indicators must be maintained to a high standard within the customer’s fleet to avoid any contract breeches.
Key Responsibilities
Proactively engage customer stakeholders for regular meetings on-site
Analyse customer feedback and develop new techniques to ensure customer retention.
Direct involvement from award and if possible pre award. Working closely with PMO, Audit and customer stakeholders-getting familiar with locations, personalities, and processes to embed
Assist with the coordination of project implementation and ensure constant communication.
Responsible for account asset management, ensuring detailed and accurate records are maintained on Customer Asset List
Ensure timely resolution of invoicing queries alongside billing and credit control.
Understand and engage with key stakeholders internally regarding our key functions; ARMA, PS, Technical Helpdesk, Field Service, Credit Control and Billings
Ensure all customer technical and solutions strategies are fully supported during BAU where applicable –joint liaison point for change, freezes and customer in-house systems changes which impact Apogee and the customer.
Implement new working practices and process change initiatives.
Utilise in-house CRM system where applicable.
Ownership of installations and relocations within BAU (outside of PMO qualifying additions)
Creation and delivery of Service Review presentations where applicable, working with Service teams to gain meaningful insight.
Monitoring of MI and service performance to drive SLA performance including report success and failure areas, implementing improvement plans, end of life cycles, usage, response/down time, load balancing and device availability. Report where service levels are failing or restricted.
Provide service performance data, recommendations, and fleet management provisions to assigned Account Manager.
Provide active response to Strategic and Public sector customers for complaints and nonconformance's. React to customer needs, problems, and queries, following through to solution or conclusion.
Positively influence business decisions through well-understood and articulated data.
Build relationships with Apogee Onsite engineers and their managers working with them to ensure continual process improvement.
Aid Apogee PS teams both pre and post sales.
Maintain your own levels of knowledge and understanding of various manufacturer equipment, PS products and various software applications.
Assist Operations Centre with management of escalations and management of assigned customers.
Provide action service recovery planning for customer’s fleet who are under performing and are a threat of loss to the business. Liaison with SDM’S regarding SIPS
Ensure contractual commitments are achieved as agreed in tender-e.g., charitable commitments, support at customer events.
Work closely with Account Manager and Sales Support Executives to be enablers of opportunity and growth within accounts
Experience & Skills Required
- Ability to travel around your geographical area to various customer sites within the south-eastern area.
- Superior communication skills, emotional understanding, and intellectual dexterity to work effectively within a business that is undergoing transformation.
- Ability to solve problems in a logical manner.
- Strong understanding of data and ability to quickly interpret analytics.
- Evidence of improving customer experience, engagement, and growth
- Professional curiosity
- Highly flexible and comfortable with change
- Able to work effectively at pace.
- Strong interpersonal skills
- High level of presentation skills and communication with a good understanding of service provision
- A comprehensive level of MS Excel knowledge to enable analysis of data and reporting.
- Highly proficient in MS Office, specifically Word, PowerPoint, and Excel
Benefits
33 days holiday including bank holidays.
Holiday purchase scheme
Life Assurance (4 x salary)
Option to buy additional holiday leave
Flu jabs
Pension scheme
Eye care vouchers
Enhanced family friendly benefits
Flexible working
Enhanced maternity, adoption & paternity leave
HP Employee Discount Programmes
Employee Assistance Programme
Cycle2work scheme
Access to Apogee Learning Academy
2 days off per year for voluntary work
Discounted Gym Membership
Please take the time to look at our excellent Glassdoor and Trustpilot reviews.
Apogee Corporation is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. We welcome all applicants and are open to considering flexible working options.
Job Types: Full-time, Permanent
Benefits:
- Company car
- Company events
- Company pension
- Employee discount
- Enhanced maternity leave
- Enhanced paternity leave
- Gym membership
- Paid volunteer time
Schedule:
Work Location: Hybrid remote in Bristol
Reference ID: LBBristol