Full Job Description Role Summary The Customer Success Manager is a key role that ensures the success of the service we deliver to our customers. It is designed to provide a full-service support model for our customer's current and future IT requirements. The Customer Success Manager has the relevant industry knowledge to work with our customers to understand their business priorities. You will apply practical thinking and execute those day-to-day and longer-term actions needed to ensure our business solutions align with our customers and their employee needs. You will have a structured approach with a high standard of service, ethics, and professionalism. You are driven by the challenge of delivering great service and you thrive on the ability to make a difference. In this role, we are looking for an experienced Customer Success Manager who can help us shape and build a world-class Microsoft Managed Services business. The Customer Success Manager reports to the VP, Global Customer Experience. We need someone who: has experience actively seeking out and closing upsell opportunities has experience working with a distributed and international team has experience in service and process design, development, and implementation has experience gathering information and drafting reports has a passion for customer service has the ability to deliver presentations to a wide variety of customers has the ability to look for upsell opportunities in their account base is an independent worker capable of self-management is hands on and can be part of the core team delivering a new managed service You will: Design, build and lead the Modern Management managed service experience, proactively seeking customer-oriented outcomes Be part of the foundation team that delivers Modern Management services to our first customers across the USA, Australia, and New Zealand Understand your customer's business priorities and needs through continual engagement and building relationships with stakeholders within your customers Work with Service Delivery to ensure the services are available, delivered and supporting your customers according to agreed service level agreements and stakeholder expectations Ensure the products, services and processes continually improve and evolve to meet stakeholder expectations for quality and cost Work with project managers to ensure that projects are completed on time, to budget and meeting/exceeding expectations Produce and deliver quality reporting for our customers Lead the incident management process, delivering pro-active issue resolution to customers when required Co-ordinate with your offshore team members and Mobile Mentor's leadership team to grow our Modern Managed service across the group Person Specification Passion : You are passionate about people and share our belief in unlocking potential through mobile technologies Energy : You are intrinsically motivated and bring a personal drive to your work so that you create momentum around your chosen agenda Entrepreneurial spirit : You enjoy the dynamics of a small company and can cope with the emotional highs and lows Values-driven : You are committed to developing a great company culture Customer Orientation : You have a friendly and professional attitude Business Understanding : You have a keen interest in business, and you are willing to assist in general operations as required from time to time Personal learning : You have a strong need for ongoing self-development, setting an example for knowledge sharing and learning Accountable : You take personal pride in delivering excellent results Adaptable : You listen to new ideas and can adapt to different situations Forward Thinking : You anticipate the company's needs, plan well and anticipate challenges and opportunities.