Senior Customer Success Manager
Core
Primary operational contact for customer accounts, ensuring service delivery standards and building long-term trusted relationships.
Role type
Senior Customer Success Manager (Service Delivery)
Builds
Service delivery excellence and customer value within telecommunications/managed services
Domain
Telecommunications / Managed Services
Deliverable
client delivery
Required skills
Stakeholder management, Service performance monitoring, SLA compliance management, Incident escalation leadership, Root cause analysis, Risk identification and mitigation, Contractual governance, Service review presentation
Preferred skills
ITIL Service Management principles, RAG reporting, Continuous improvement initiatives
Responsibilities
Develop customer success plans and risk registers, Monitor service performance and SLA compliance, Lead customer escalations and major incident communications, Coordinate root cause analysis and post-incident reporting, Conduct regular service reviews, Track customer health via RAG reporting, Identify trends and opportunities to enhance service delivery
Seniority
Senior, hands-on IC