Customer Success Professional

**About BT**

We’ve always been an organisation with purpose; to use the power of communications to make a better world. You can trace this back to our beginning as pioneers of the world’s first telecommunications company. At our heart we’re a technology company with research and innovation in our bones and a desire to be personal, simple, and brilliant for our customers - those are the values we live by whilst also creating an inclusive working environment where people from all backgrounds can succeed. Our pursuit of progress over the past 180 years has established BT as a strong, successful brand, with huge scale capable of achieving great things. From supporting emergency services, hospitals, banks and keeping economies around the world online, safe and secure, to delivering large scale technology infrastructure like the creation of BT Sport. Today in this fast changing, always on, digital world our purpose remains true. Yet the market conditions, regulation and competition we face are tougher than ever before. So if you have the drive, optimism and resilience to help propel us forward we’ll offer unrivalled personal development, a wealth of opportunities to learn, experience new things and pursue new careers. If that’s you and what you’re looking for, we’d love you to be part of our future.
- Role Summary- 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.- Responsibility- 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 engagementsResponsible for being the voice of customer to support renewals, new deals and expansion opportunitiesOwns 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 servicesResponsible 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 customersHolds 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-
- 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.