Customer Success Manager
Core
Own strategic client relationships to help customers realize value from technology services and achieve maximum value from Capita AiTO services.
Role type
Senior Customer Success Manager (Managed Services)
Builds
Technology services delivery and customer outcomes
Domain
IT Services / Managed Services / Technology Operations
Required skills
Customer relationship management, Service delivery management, Account management, Stakeholder management, Risk management, Commercial awareness, SLA/KPI monitoring, Continuous improvement, Governance, ITIL/ITSM knowledge
Preferred skills
Cloud services knowledge, Infrastructure knowledge, Digital services knowledge, Automation experience
Technologies
ITIL, ITSM, Cloud, Infrastructure, Digital services
Responsibilities
Managing customer relationships across the full-service lifecycle, Leading service reviews and governance meetings, Monitoring KPIs and SLAs, Driving Continuous Service Improvement (CSI), Supporting onboarding and service transitions, Managing risks and escalations, Monitoring cost-to-deliver performance, Supporting customer retention and growth opportunities
Seniority
Senior, hands-on IC