Customer Success Manager

Job Description

Due to continued success within the Customer team here at Virgin Media O2 we have an enticing role for a Customer Success Manager within our Public sector division with a focus on our healthcare and local government Customers within the London area. You will be accountable for ensuring our Customers long term success through their business with us.

This is a high level, strategic role that will include involvement in proactive discussions based on data led insight to identify growth opportunities. Other key accountabilities include defining and implementing a clear communication plan ensuring consistent and regular customer conversations with the key objective to gather insight, improving the customer relationship and demonstrating the value of existing services.

You will build a clear vision of the customer establishing opportunities for revenue retention & growth with a consistent focus on customer experience & growth. Your specialist skills will be pivotal in identification of and co-ordination to resolve incidents at root-cause as well as driving improvement in Performance KPIs whilst owning base spend within existing accounts and driving Net Promotor Score improvements.

This role offers a dynamic environment where you can drive impactful change and shape the future of VMO2 Business.

Who we are

The UK’s fastest broadband network. The nation’s best-loved mobile brand. And, one of the UK's biggest companies too.

Diverse, high performing teams - jam packed with serious talent. Together, we offer the UK more choice and better value, through our boundary-pushing, customer-championing values and ambitions.

Together, we are Virgin Media O2, and we can't wait to see what you can do.

Accessible, inclusive and equitable for all

Virgin Media O2 is an equal opportunities employer and we're working hard to remove bias and barriers for our people and candidates. So, we build equity and inclusion into everything we do, from the policies we craft to the relationships we shape. We support and encourage you to be your authentic self throughout your application journey with us.

The must haves

In order to be considered, you must have the following experience;

• Stakeholder / Relationship management skills with strong revenue retention mind-set.
• Proven strong Business Development & Commercial awareness and expertise with the ability to manage Performance via KPIs & Root cause analysis and improvement initiatives.
• Strong experience and solid capability of leading and managing highly engaged cross functional customer focused teams.
• Previous outstanding Account or Service Management experience with ability to identify business development opportunities.
• Previous experience of working in either local government or the healthcare sector.
• Demonstrable experience working with Contract skills (interpreting and writing) combined with proven strong influencing and negotiating skills.

The other stuff we are looking for

We'd also love you to bring;

• Previous experience and examples of mentoring Customer Success Executives.
• Previous project Coordination experience (tasks and people).

What's in it for you

Our goal is to celebrate our people, their lives and everything in-between. We aim to create a culture that empowers everyone to bring the best versions of themselves to work each and every day. We believe the most inclusive and diverse culture makes for a better business and a brighter world.

Working at Virgin Media O2, you get a bumper reward package bursting with benefits, and loads of extras you can add if you’d like to. These are designed to support both you and your loved ones, making sure that you’re covered no matter what life throws your way.

Next steps

If we feel like a place where you can belong, we'd love to learn more about you as a person and your experience to date. Once you've submitted an application the next steps of the process, if successful, are likely to include a competency based interview with the Hiring Manager.

When you apply, you'll be asked about any adjustments you might need to support the recruitment process. Let us know, and we'll be sure to discuss it with you.

Please note: Applications will be reviewed, and interviews conducted throughout the duration of this advert, therefore we may bring the closing date forward. We encourage all interested applicants to apply as soon as possible. Thanks for your patience and for showing an interest in joining the Virgin Media O2 family.

#LI-DS1