Customer Success & Delivery – Team Manager Full Time

Company Background

At Content+Cloud we help our clients to succeed and to transform the way their businesses operate, the way their users work, and provide them with flexible and secure platforms with which to do it.

Our portfolio of Professional and Managed Services enables our clients to truly leverage the power of Microsoft’s three clouds: Microsoft 365, Azure and Dynamics 365.

As our reputation has grown over the years, we’ve been able to attract exceptionally talented individuals. Whether they are a world-renowned technology specialist or a highly skilled member of a 24/7support team, all our people are driven by a desire to deliver success for our clients.

We are now looking for an experienced Team Manager to join our busy team in Cape Town.

The Role

We are looking for an experienced Team Manager to join us to work as part of the Customer Success Management team, managing a team of 5 UK based Customer Success Managers (CSMs).

Responsible for managing the day-to-day operations and relationship with our CSMs to ensure a high level of service is consistently delivered to our customers, working with the operational support, project and account management team. This role is intended to grow revenue through increased customer satisfaction, adding value in the form of expertise as well as driving service improvement initiatives.

Duties and Responsibilities: 

• Develop and maintain effective and strategic relationships with customer stakeholders for your portfolio and your team members’ portfolio of clients.
• Drive excellence both personally and as a leader exhibiting the highest standards of diligence in all communication with external and internal customers at all levels.
• Responsible and accountable for the management of day-to-day operations of your team to ensure contractual commitments, quality and service levels are met.
• Provide guidance, instruction and direction to everyone in your team to achieve set KPIs and exhibit service obsession in every element of their work at Content + Cloud.
• Design, implement and maintain customer IT policies, processes and procedures.
• Line management of 5 high performing customer success managers, setting role expectations, managing 121s/appraisals, coaching and developing them to increase motivation and productivity.
• Monitor the quantitative and qualitative outputs of the team and provide targeted development initiatives to raise performance.
• Lead by example the team, creating an environment orientated to trust, open communication, creative thinking and cohesive team effort.
• Contribute to planning and delivery of the overall customer IT strategy, concentrating on adding value and service improvement
• To coordinate team building, ensuring teamwork and overall mentorship of everyone in the team and providing an empowering environment that is a platform for people to perform at their optimum.
• Produce management reports for the customer and internal management, providing analysis, feedback and actions based on trends, root cause analysis and other reports
• Manage customer service review meetings, workshops and presentations to support collaborative issue resolution, service improvements and knowledge sharing.
• To work in-conjunction with the wider Team managers to ensure Service continuity across the business.
• Manage the client retention and churn prevention processes across the organisation.
• Health and Safety – To comply with Health and Safety legislation, following Content + Cloud processes to ensure your own safety and the safety of others

Location and Environment

This role will be based out of our Century City offices in Cape Town, however you will work amongst a team split across our London and Manchester offices.

At Content+Cloud we look for a particular kind of person. Someone who likes nothing better than helping others to achieve their goals. Someone who is driven by a desire to go the extra mile for our clients, focusing on the little things that make a big difference. Someone who loves technology, not for its own sake, but for what it can deliver – in terms of organisation.

This is the real Content+Cloud difference: the mindset of our people.

We see every client challenge as an opportunity for fresh thinking, and every client journey as an adventure.

Required Skills and Capabilities

• Minimum ITIL foundation certification
• Minimum of 3 years’ experience managing a high performing service delivery or customer success team
• Previous experience of interfacing with customer facing operational staff in highly pressurised offices
• Confident managing stakeholders at all levels both internally and externally
• Ability to understand contractual and service requirements
• Ability to lead individuals managing projects to deliver customer value
• Excellent verbal, written and presentation skills, communicating clearly and concisely
• Proficient with data analysis reporting tools such as MS Excel
• Professional and adaptable communication style to match the customer
• Service orientated, facilitating customer feedback and concerns to drive service improvement initiatives
• Positive and proactive approach at every level and under pressure

Generic essential individual attributes 

• Organised, process orientated and demonstrate initiative
• Exceptionally people focused with good negotiation and management skills
• Astute and diligent with accuracy
• Adaptable and able to prioritise work based on customer needs
• Ability to make quick and effective decisions
• Happy to work in a strong cultured environment representing the professional Content + Cloud brand

Package

• Salary dependent on experience
• Role based out of our Century City offices in Cape Town
• 40 – 45, hours per week (Monday – Friday, 9am – 6pm / 8am – 5pm based on UK time)
• 20 days’ annual leave
• Pension, Medical aid, free breakfast daily, lunches paid for on Friday (and a whole array of other benefits!)
• Continual professional development plans

Good luck and please bear in mind we receive a very high number of applications; we will endeavor to get back to all applicants, however, we thank you for understanding this is not always possible for unsuccessful applicants.

Content+Cloud is proud to be an equal opportunity workplace that is committed to attracting and retaining the best talent regardless of race, sex, age, national origin, religion, sexual orientation, gender identity, disability or criminal history.  As part of our compliance requirements, we do undertake background checks which, dependant on levels of security required for the role or client assignment, may include a criminal record check. Please do let us know if you would like more details on the level of checks for the specific role you are applying to.

We are happy to provide any reasonable adjustments you may need to ensure you feel you have the best experience across our selection process and future employment, for any support on this please email us at recruitment@contentandcloud.com

Tagged as: SDM, Service Delivery