Service Relationship Manager

Position Summary
Through a culture of collaboration, learning and opportunity, Service Relationship Management is a community of vibrant and dynamic service and technology experts, executing all facets of our operation with consistency, pride and efficiency.

Claranet’s Service Relationship Managers (SRM’s) are responsible for the service relationships of Claranet’s customer base. They look after the customer experience ensuring the efficient and effective provision of these services to meet their assigned customer’s needs. As we move at an increasingly fast pace to a digital world, these solutions and customer requirements are likely to change over the term of the contractual agreement. With this in mind we are looking for innovative, digital aware, agile individuals that relish the world of change and the level of complexity this brings to any customer focused organisation.

Role Mission
Our SRMs must be passionate about building strong partnerships with their customers and are able to proactively question the status quo to ensure that Claranet stays at the leading edge of customer experience. All activity should be in the interest of ensuring that we are meeting our contractual obligations, providing compliance and governance reporting and ensuring we are creating customer advocacy with all interactions.

We’re working on building an ever-improving company based on openness, diversity, collaboration, and empathy as our core values, a company that aims to be inclusive for the diverse group of people we get to work with, and where everyone supports each other and celebrates successes together. We want our people to feel engaged, comfortable, and healthy—and to know that they can belong here, no matter their story or background. If this resonates with you, then come and join us.

Through a culture of collaboration, learning and opportunity, Customer Experience & Managed Service is a community of vibrant and dynamic service and technology experts, executing all facets of our operation with consistency, pride and efficiency.
We take a proactive, always-on approach to service and we will go further than any other by providing a unique end-to-end service experience that spans cloud, cybersecurity, networks and unified communications.
The result: We save our customer’s time and they get the high-performance service experience that is critical to their success.

The key objectives will be to:
• Own customer governance including contact, meetings and service reviews (where applicable) either face to face or over the phone and are able to draw upon a number of data sources are able to deliver relevant customer insight.
• Always look for opportunities to act on customer feedback, identify and refer commercial opportunities that aid the long term growth and retention of the base. SRM’s understands customer complexity and shares opportunity to grow and retain the customer sharing information with our Growth & Retention teams
• Work closely with assigned stakeholders to ensure advocacy in growth in the allocated Customer base (not least Account Managers, BDM Community, Sales Specialists)
• Build strong external and internal relationships across our business functions and confidentially challenge these groups to ensure that all aspects of our service meets customer expectations and are future proofed.
• Ensure the day-to-day relationship management is upheld.
• Deliver API to customers.
• Collate customer NPS feedback on inline with Claranet’s NPS approach
• Maintain overall operational responsibility for the customer
• Ensure RACI is followed on escalations.
• Understand the customer contract
• Manage customer health data within our CRM system
• Internal and external stakeholder management.
• Highlight customer issues internally (customer health).
• Create customer advocacy
• Maintain Service Reviews, QBRs and Performance Reporting to customers.

Duties and Responsibilities

Essential Roles and Responsibilities
• Owns the relationship with one or more of Claranet’s Corporate customers contracted services across Claranet’s portfolio of Hosting, Network, Communications and Security services
• Accountable for successful delivery of all clients contracted service and key KPI’s and SLA’s
• Able to manage customer contact engagement that maximises the relationship and knowledge of the customer
• Organises and chairs customer service review meetings - the customer governance will be dependent on the customer size, spend, complexity
• Depending on the level of SRM engagement and if applicable, the SRM will lead the production of weekly/monthly/quarterly governance reports to, demonstrate adherence to Service Level Agreements, provide recommendations for service improvement
• Establish and maintain successful long-term partnerships with multiple customers, noting that these are subject to change based on customers solution delivery “peaks and troughs”
• Has strong commercial acumen and is able to question and challenge in commercial & contractual situations and drive opportunity through to the commercial experts
• Is an active contributor to any Claranet team in providing valuable customer insight regarding customer health
• Consult with customers on organisational, and operational challenges with their systems
• Build successful relationships with and drive performance of key internal stakeholders - Service Operations, Infrastructure, Project Management and business units - to ensure service excellence for clients
• Evaluate infrastructure Changes or new projects for operational impact to the client’s system and implement strategies to mitigate any negative service effects
• Actively engages in customer satisfaction (Net Promoter Score) and operational stability of client’s environments through monthly / quarterly / annual surveys
• Facilitate and resolution of problem solving (technical and non-technical) between Claranet and the Customer
• Effective resolution of all escalations relating to services provided, including production of incident reports when required
• Drive continuous service improvement and manage service improvement plans where appropriate and according to the level of SRM engagement
• Produce and manage appropriate documentation for bespoke support requirements as needed
• Manage and feed into financial targets where appropriate, ensuring that variable billing and service credit elements are delivered in a timely fashion

Position Specifications

Behavioural competencies – organisational and behavioural fit
• Demonstrable ability to work within a matrix organization
• Innovative, digital native, technology “hungry”, is comfortable with ambiguity and a change environment that is the “digital era”
• Demonstrable experience in successfully managing complex customer relationship activities in a client services industry
• Ability to develop and maintain relationships at all levels across multiple geographic locations (externally and internally)
• Demonstrable experience of leading change within a customer driven environment
• Excellent decision making & problem solving skills
• Able to confidently identify ways to maximize customer growth & retention opportunities
• Ability to prioritise multiple complex tasks, whilst working to tight deadlines
• Ability to communicate confidently at all levels whilst demonstrating close attention to detail
• Proven ability to work creatively and analytically in a problem-solving environment
• Self-motivated – personal drive and enthusiasm to continually improve and readily embrace change
• Appreciation of ITIL methodologies and standards
• Excellent commercial acumen and business awareness
• Knowledge of Public & Private Cloud, Infrastructure, Security, Network and Communications and associated Managed Services
• Ability to work flexible hours when required

Critical competencies – technical fit
• Commercial and operational acumen.
• Understanding of latest technologies aligned to Claranet’s core competencies
• Valid, full driving license
• Ability to travel to different sites and locations extensively
• Must be able to undertake a security and financial vetting process and successfully meet the organisation’s personnel requirements