Technical Customer Success Manager - Managed Services

Overview Of The Role

Phoenix enables digital transformation in the workplace, empowering UK organisations to innovate and transform with cloud and hybrid infrastructures, data, AI, security, and collaboration tools.

We are now very excited to be hiring a Technical Customer Success Manager for our Managed Services department. The purpose of this role is to ensure that Phoenix managed service customers are satisfied with the services they have bought from Phoenix and that the technical delivery teams are performing to the agreed, contractual, and expected Service Levels.

What will you be doing?

1. Delivering and documenting customer reviews.
2. Delivering managed service kick off calls.
3. Maintain high levels of customer satisfaction and retention.
4. Review customer feedback from reviews and CSAT surveys.
5. Coordinate activities required to support resolving customer service issues / problem resolution.

What are we looking for?

The right person for this role will already be in a technical role within an MSP, you will have previously worked in an IT support role such as a 2nd line engineer, infrastructure engineer or as a service desk team lead. This role is not suitable for somebody newly qualified or seeking their first role in managed services, we are expecting somebody to have 4+ years of experience.

Key Skills:

1. Working knowledge of ITIL
2. Experience building technical and business stakeholder level relationships
3. An understanding of the options a customer has for the delivery of services to their organisation and users.
4. The ability to concisely articulate technical services, both verbally and in writing.
5. A customer focussed mindset.
6. Knowledge of business operations and processes.

Practical stuff

Where is the role based? Primary location is our HQ in Pocklington (YO42)

What about hybrid working? Two days p/ w in the office is the minimum expectation for this role.

How many interviews? Following a screen with the Recruitment Team you can expect a two-stage interview process, one online and one in-person.

What are the benefits? You Can Read About The Benefits On Offer Here

If you're still reading, we think there's a strong chance you might be our kind of person. Here's the thing, though — research suggests that 60% of women and underrepresented people might have already talked themselves out of applying. Even if you don't check every box above, we want to encourage you to introduce yourself. We believe a diversity of perspectives and experiences makes a team stronger — and the stronger our team, the more successful we will be.