Client Success Manager

Role Summary:

The primary goal of the Customer Success Manager is to improve customer intimacy, loyalty and support future growth. The role is at the front line of customer satisfaction and is the voice of the customer within GTT. The accountabilities include service and lifecycle management and supporting contract renewals and upgrades.

Internal Departments they will interact with:

Sales Team, Service Delivery, Service Assurance

Main Responsibilities:

• Responsible for retaining a list of named accounts and developing a proactive retention plan for circuits coming out of term, managing re-term activity with the account team or with the client
• Customer satisfaction by being the voice of the customer within GTT
• Assist in Billing Dispute management allowing successful collections
• Act as a liaison for escalation facilitating communication between the customer and the internal GTT teams for unresolved issues
• Perform customer EtherVision portal demos, onboarding & training of GTT processes
• Become extremely proficient regarding all GTT systems and processes that impact servicing the customer
• Ownership of the client inventory and ongoing maintenance
• Responds to account queries related to service upgrades, changes, ceases

Essential Criteria:

• Critical thinker and ability to make decisions
• Ability to work under pressure
• Experience of directly or indirectly managing people in a service management environment
• Fantastic organisational awareness and strong influencing, decision-making, negotiation and planning skills
• Excellent written and verbal English communication skills
• Proven delivery of high quality, consistent customer service and commercial awareness
• Experience of contract negotiation and supplier management
• Sound systems and IT literacy (ITIL Foundation Qualified preferred)
• Flexibility and willingness to travel within Europe (or further) when business needs dictate

Desirable Criteria:

• Excellent Customer Service
• Self-managed
• Some Sales experience would be an advantage
• Some technical knowledge of GTT products preferred

Other Similar Job Functions:

Desk based Account Management
Customer Service Manager