About The Role
Through a culture of collaboration, learning and opportunity, Customer Service is a community of vibrant and dynamic service and technology experts, executing all facets of our operation with consistency, pride and efficiency.
Claranet’s Customer Success Managers (CSM’s) are responsible for the customer 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.
Our CSM’s 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 customer growth, knowledge and ensures that the Customer solution continues to evolve and reflect the customers future their business needs within their respective marketplace.
CSMs own customer governance including contact, meetings and service engagement primarily over the phone but may be asked to meet with customers face to face and are able to draw upon a number of data sources are able to deliver relevant customer insight. CSM’s are commercially aware and are always looking for opportunities to act on customer feedback, identify and refer commercial opportunities that aid the long term growth and retention of the base. CSM’s understands customer complexity including competitive landscape and key information that helps develop whitespace working with Claranet’s business commercial leads to develop and grow customers opportunities.
Essential duties & responsibilities