About the Job
Manager of Customer Success
Where the position is located: Whereas in a hybrid, you might just work two days each week
About Us
The Kerv Group, a next-generation "customer-first, cloud-first" provider, will be introduced in July 2020 with the goal of assisting clients in achieving effective business results in the emerging digital era. Following the merging of six extraordinarily successful organizations, we are currently going through an exciting time of development and expansion.
One such organization is Kerv Transform, which has a plethora of expertise in creating and delivering cloud, end-user computing, virtualization, and cyber security solutions for UK mid-sized enterprises. The solutions offered by Kerv Transform assist clients in achieving crucial business goals including flexible working, cloud migration services, business continuity, security, and mobility.
About our Team
You will work closely with our clients as a member of the Kerv Customer Success team to launch their services and assist them accomplish their business objectives. We operate in a fast-paced atmosphere and are continually changing. We give our customers the tools they need to realize their goals and return on investment. Throughout the client journey, our CSMs serve as the primary point of contact and provide superior customer care at each touchpoint. Our team is expanding, and members stand out for their unwavering support, teamwork, dynamism, curiosity, fun, and innovation.
Your Responsibilities
- Drive business outcomes and client retention while owning a portfolio of well-known customer accounts.
- Be the customer's champion and ensure timely, efficient replies to their questions and/or problems.
- Be the customer's advocate and provide the company insight.
- Assume the role of the escalation manager when problems cannot be fixed.
- Obtain a thorough grasp of the objectives of our clients, evaluate account information, and assist them in putting effective methods into practice.
- Customer reporting, service evaluations, proactive monitoring of renewal risk factors, customer happiness, and training requirements, among other things, are provided.
- Actively look for and take advantage of new service options (adoption, upselling, cross-selling) to safeguard Kerv's market position, income stream, and clientele.
- Actively track consumer health to guide and inspire adjustments as needed.
Totally You
- An ideal number of years in a Customer Success or Experience job.
- Three years of experience running an IT MSP company.
- A benefit of ITIL certification
- Customer-centric, driven, and possess strong communication abilities.
- Enthusiastic with a positive outlook.
- Proactive, meticulous, and self-starting.
- Possessing the capacity for critical thought and problem solutions; dealing well with uncertainty and under pressure.
- Ability to build connections both inside a team and throughout the organization as a whole in order to provide the best possible customer experience
- Willingness to travel and a desire to attend client events and places as necessary.
- We use a hybrid paradigm that allows us to work from both the office and from home.
You'll embody the Kerv ideals.
- The Right Thing to Do
- Create the Future Where the Team Comes First
- Convey positive vibes
"At Kerv, we're creating something unique and long-lasting. We want everyone to enjoy working together and feel appreciated. We always work to act morally, with an unwavering goal of an outstanding employee experience. We firmly believe in the strength of diversity, equality, and belonging and will tirelessly support it by working together to come up with amazing solutions.
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