Job Description

Our people make us who we are. We\xe2\x80\x99re a diverse and inclusive bunch, and it\xe2\x80\x99s important you can feel you belong here. We value everybody for who they are and what they bring to the table, supporting one another as we continue to deliver for our customers.

Where possible we\xe2\x80\x99re committed to flexible working and supporting our employees to have the right work life balance. This is a Hybrid working opportunity where you will operate from Home and our Glasgow Offices with a balance of home and office based working.

• Job Context
• Responsibilities
• Experience

The Customer Success Management (CSM) Team Manager will develop and manage a team of Customer Success Executives and Customer Success Managers who are responsible for providing a best-in-class post-sale customer service and support, relationship management, retention and growth for our business accounts.

The Customer Success Team Manager will operate within the Sales Directorate, where sales channels to market are multiple and varied, each channel is managed in a way that reflects the critical success factors of the channel and buying preferences of the market.

This channel is a revised approach to traditional account management and service management, and it is essential that the Customer Success Team Manager plays a lead role in the set-up of and establishing the channel future growth opportunities.

The team will deliver outstanding 1:1 and 1:many customer engagements, to drive customer experience and grow customer value. The role covers inbound, outbound and when required on-site customer engagement. The scope of the role may increase as the Three business function is expanded.

• Leadership and coaching of a team (c1-15 people) to drive performance, optimise day to day working
• Responsible for customer satisfaction through the development of relationships with key customer contacts to build a working understanding of their business model to bring a value alignment
• Delivering monthly targets as set by Business across a range of commercial and experiential metrics
• Responsible for monitoring ongoing customer health, customer satisfaction/NPS, acting on feedback to improve and drive satisfaction
• Partner with Propositions, Marketing and Service to ensure that 3 UK\xe2\x80\x99s products and services are delivering against a brilliant customer experience,
• Prepare and deliver updates on performance to various levels of business and Three senior management, ensuring all stakeholders are engaged to an appropriate degree
• Support Three senior leadership in achieving strategic goals and monitor progress through the use of appropriate metrics.

#LI-SM1

Experience of leading, organising and managing a team

Experience of delivering outstanding operational support in a telco environment, ideally B2B

Experience in successfully managing complex customer relationships and activities in the B2B telecommunications sector

Strong cross-functional communication skills and team-working skills

Ability to adapt to a fast-changing environment, making sound decisions in a time-pressured environment

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