Customer Success Professional

Why this job matters

In this role you manage a set of accounts by creating success plans and executing against them putting the customer first. They regularly check-in with the customer, understand the customer's industry, business, and goals. They build a strong relationship toward becoming a trusted advisor, and service their transactional needs in an efficient and frictionless manner. They help the customer optimize the utilization of their existing and available products to ensure best practice adoption. They act as the customer and BT advocate internally and externally to ensure timely and positive outcomes delivering excellent levels of service and quality, consistently achieving results.

Your accountabilities

• Typically, responsible for leading a number of teams, around 5-10 Team Members.
• Accountable for customer satisfaction with a high level of potential impact.
• Responsible for managing a portfolio of customer accounts through proactive engagements.
• Responsible for being the voice of customer to support renewals, new deals, and expansion opportunities.
• Owns the Customer Relationship at Middle Manager/ level (or higher) within Service.
• Understand customer’s goals, strategy, portfolio of products, and the value that they recognize from BT services.
• Responsible for driving continual improvements within the organization, helping to move toward greater account development and net promoter scores (NPS)
• Accountable for contractual cost reduction and efficiencies to deliver profitable customer satisfaction.
• Managing significant risk / opportunities regarding the customer experience across multiple service solutions, product launches and operational areas.
• Accountable for supporting large and multiple smalls/medium enterprise customers.
• Holds accountability for the success of customer throughout the in-life of contract.
• Build and maintain strong customer relationships, becoming a trusted partner and consultant, helping on customer retention and loyalty.

Skills required for the job

• Onboarding – establishing relationships, educating the customer on BT resources and services, set expectations, identify business goals and objectives, and accelerate deployment readiness.
• Deployment – to work with the Delivery Services Team to help, identify and prioritize the projects rollout and guarantee inventory integrity coming out from those projects.
• Drive – to understand customer’s business and operations, define Service Improvement Plans (SIP), educate customer on BT way of work, build and present customer KPIs and evaluate where BT can reduce waste for BT and customer, use data analytics skills and knowledge of data for analyzing and exploring the cause of issues, using evidence and available information to find the best solutions to problems.
• Personal - to accept feedback and develop self-awareness. Navigate relationships openly and honestly, sharing knowledge and information to directly benefit or support others.
• Self-driven, self-motivated, enthusiastic and with a “can do” attitude.
• Expansion – to collaborate with Account Manager (AM) on account plan, understand account expansion strategy targeted by AM, and identify qualified add-on opportunities for AM, act and ‘eyes and ears’ for AM to deliver relevant information and relationships for opportunities, help leverage service roadmap workshop. The AM is responsible for ALL commercial activities and closing.

Connected Leaders Behaviours:

• Put the customer first, promoting the breadth of services. Looks to fully understand the customers’ needs and align relevant solutions.
• Navigate relationships openly and honestly. You share knowledge and information to directly benefit or support others.
• Communicate and persuade in a clear and professional way, avoiding jargon and making complex technical information easy to understand.

Key Decisions:

• To lead and manage a team of Customer Success Shared Desk Professionals, focused on building excellent service relationships and improving customer satisfaction within a defined customer base.
• To be responsible for the service delivery of BTs IT systems and applications, revenue collection and debtor control
• To maintain an excellent high-level "peer" or above relationship with Account Directors, CIO and Account Teams, and to understand the market business domain and customer positioning.
• To attain an in-depth knowledge of customer environments, including their systems and applications locally and globally.
• Shape both short term and long term initiatives to drive change and improvements through the business.
• To understand industry best practice service management to deliver a great customer experience.
• To use applied knowledge of BT products and services, operating across the wider BT functions, and how they relate and are applied to meet customer objectives

Experience you would be expected to have

MANDATORY

• Japanese language – written and oral (Business use)
• English language – written and oral to high level
• Bachelor’s degree in relevant field
• Experience working with customer facing role and ability to meet the customers’ needs in line with the business requirements.
• Excellent communication and interpersonal skills
• Experience with development of solution processes.
• Experience with project management methodology and techniques.
• Flexible approach, able to operate effectively with uncertainty and change.
• Self-driven, self-motivated, enthusiastic and with a “can do” attitude.
• Familiarity with Salesforce and NPS
• Advanced telecom managed services knowledge (e.g.: LAN, WAN, IPT, Security, Cloud, Conference, etc.)
• Experience in working with complex, multi-divisional, multi-geographical customers.
• Experience in collaborating with cross-functional teams (E.g.: Account, Contract, Technical, Projects, etc.)
• ITIL 4 Certified or equivalent

PREFERRED

• Experience in a Customer Success/ Customer Experience/ Service Management role.

With over 175 years of heritage, BT is now the flagship business brand of BT Group. We’ve brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers internationally.

We’re a global leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups. But it’s not just the technology that matters, it’s what it can do to help them build stronger, smarter, more secure businesses.

We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive.

As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society.

A FEW POINTS TO NOTE:

Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.

DON'T MEET EVERY SINGLE REQUIREMENT?

Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.