Customer Success Advisor

**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- The role of Customer Success Advisor will be responsible to provide customers onboarding and in life guidance, recommendations, assistance and training on BT products and processes. They help the customer optimize the utilization of their existing and available products to ensure best practice adoption. They will work in conjunction with Customer Success Professionals/Specialist and the account team to build a strong relationship with customers, ensuring delivery of excellent levels of service and quality.- Responsibility- Support small to medium size customers
- High and low touch of interaction with customers and fellow employees in a timely, patient, tactful and professional manner.
- Understand customer’s goals, strategy, portfolio of products, and the value that they recognize from BT services
- Support continual improvements initiatives within the organization
- Support the new deals and expansion opportunities
- Have a degree of responsibility for customer experience across multiple service solutions
- Flexible approach, able to operate effectively with uncertainty and change
- Have awareness of ideas for procedures and processes to promote improved service and customer satisfaction, to be reflected on net promoter scores (NPS)
- Skills and Education- Onboarding - establishing relationships, educating the customer on BT resources and services, set expectations, identify business goals and objectives
- Deployment - work with the Delivery Services Team to help guarantee inventory integrity coming out from those projects.
- Drive - understand customer’s business and operations, support Service Improvement Plans (SIP), educate customer on BT way of work, present customer KPIs and evaluate where BT can reduce waste for BT and customer.
- Personal - accept feedback and develop self-awareness. Navigate relationships openly and honestly, sharing knowledge and information to directly benefit or support others
- Good Communication and interpersonal skills.
- Solid time management skills and initiative for taking actions or request supervision for difficult scenarios.
- Expansion - understand account expansion strategy targeted by Account Manager (AM), help identify qualified add-on opportunities, act as ‘eyes and ears’ for AM to deliver relevant information and relationships for opportunities and support leverage service roadmap workshop. The AM is responsible for ALL commercial activities and closing.
- Analytical view and ability to work with key performance indicators (KPI’s)