Customer Success Manager - IT Technology/Cloud

Technical Customer Success Manager

Hybrid - Leeds - minimum 1 day per week in the Leeds office

Salary: Competitive 

The Mission

To create environments in which we and our customers can be successful, delivering value through secure, lean, automated operations whilst looking for opportunities for innovation. Continuously improving through open, honest feedback and collaboration.

Principles:

• DO THE RIGHT THING
• TAKE RESPONSIBILITY
• BE TRANSPARENT
• CONTINUOUSLY IMPROVE
• TAKE PRIDE

We are looking for a Technical Customer Success Manager to join our team.

The Ideal Candidate will need:

• Excellent understanding of technology and security fundamentals. 
• Experience in technical project/programme management, either in corporate IT, professional services, consulting or product development or 4 years of experience in an IT system administrator role.
• Experience with PaaS and SaaS technologies including collaboration tools, identity and access management (IAM).
• Excellent organisational, analytical and influencing skills.
• Ability to speak and write in English fluently and idiomatically.

Preferred Qualifications:

• Experience in Google Workspace or GCP.
• Experience with on-premises and cloud-based mail delivery, routing, and filtering technologies.
• Experience in mobile device management and relevant 3rd party integrations.
• Experience with cloud security including identity and access management (IAM), SSO, OAuth, and 2-step verification.
• Experience with data loss prevention (DLP), retention and e-discovery technologies.
• Ability to quickly learn, understand and work with new emerging technologies, methodologies, and solutions in the cloud/IT technology space.

The Role

The Customer Success Team assists and drives our customers in their Cloud journey in various ways. We work cross-functionally with product, support, project delivery, sales and our partner Google to ensure that our customers are happy with our products, and we serve as customer advocates that help achieve their strategic technology mission. We also lead initiatives that drive the adoption of Google products, helping customers realise the full potential of their investment in technology.

You will work with some of the largest and most interesting businesses in the world and turn them into Google product lovers. You drive post-deployment customer success by promoting best practices, accelerating feature adoption, cultivating relationships and helping customers share and discover new ways to create magic moments using technology.

You will operate as the primary contact for a customer mainly at an admin/technical level, but also from a user/change management standpoint. You will need to bring a good understanding of technology and security fundamentals; you will be trained in Google products but previous experience will be to your advantage.

You will collaborate with product, sales, project delivery teams and other CSM’s to create and manage innovative programmes that strengthen our customer relationships using a variety of technology platforms.

Responsibilities:

• Serve as a primary liaison to a set of customers. Be responsible for delivering workshops to educate customers on product best practices, watchpoints and setup, as well as hosting operational calls to review issues/escalations and track initiative progression.
• Work on and develop initiatives to drive product adoption, administrative optimisation, and customer satisfaction with our services.
• Share in-depth Google Workspace expertise to support the technical relationship with our customers, including product and solution briefings, proof-of-concept work, and the coordination and prioritisation of solutions impacting customer adoption of Google Cloud.
• Work cross-functionally to troubleshoot and escalate issues as needed for customers including interactions with our teams to make movement on getting issues resolved.

If this Customer Success Manager role sounds like your next career move, then apply today with an up-to-date CV.