Customer Success Professional

**About BT**

BT has a key role in British society, fostering change and leading technology innovation. From delivering the Olympics, to supporting the emergency services, to investing more into research than any other UK technology company, we take pride in everything we do - and in the people who work here.

We're now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. And we're on a mission. Guided by our core values of Personal, Simple and Brilliant our goal is to help customers, communities and businesses overcome barriers and release their potential.

So, if you're interested in the power of potential, why not join us today and release yours? You can read more here about what it's like to work at BT.
- Accountabilities- Typically responsible for leading a number of Customer Success Professionals, around 5-8 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- **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.
- Experience Required- 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 a Customer Success/ Customer Experience/ Service Management role, preferred
- Experience in collaborating with cross-functional teams (E.g.: Account, Contract, Technical, Projects, etc.)
- ITIL 4 Certified or equivalent
- Eligibility Criteria- As per IJP guidelines

**Who is the BT Group**
We're the leading communications provider with customers in 180 countries. Across the world we enable customer's digital transformations so they can thrive. our focus is simple: be the global provider-of-choice for managed network and IT infrastructure services..