Customer Success Manger / Customer Concierge

Customer Success Manager / Customer Concierge Get AI-powered advice on this job and more exclusive features. This range is provided by Creative ITC. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. Base pay range $80,000.00/yr - $90,000.00/yr Company Overview Creative ITC is a leading infrastructure and global cloud service provider, renowned for designing and delivering exceptional managed services and cloud solutions across five continents. Our mission is to help customers realize the full potential of their investments and achieve business objectives faster. We specialize in developing financially‑sound cloud roadmaps, simplifying adoption, minimizing disruption, and enhancing the performance of applications, data, and virtual desktops. Clients choose Creative ITC because we work tirelessly to fully understand their infrastructure needs, from current state to desired architecture. We excel in navigating the complexities of private, public, and hybrid cloud environments, ensuring seamless transitions and avoiding common pitfalls. Our commitment to client success is evident in our ability to speed up and de‑risk the innovation process, align IT costs with actual usage, and master disruptive technologies. Founded in 2006, Creative ITC has grown from a small consultancy into a global player in the IT infrastructure and cloud services industry. Headquartered in London, United Kingdom, we have expanded our reach to 11 Data Centers across the globe, consistently delivering innovative solutions and exceptional service to our clients 24/7. Position Summary The Creative Concierge and Customer Success Manager is a key role within Creative and is responsible for providing a White Glove service to our customers. This is a hybrid role between the Concierge team and the Customer Success Team (who are already closely aligned). This role is responsible for gathering the data, creating and delivering the Monthly Service Reports and Quarterly Business Reviews (in conjunction with the Account Managers) as well as being a key point of contact for our clients with this specific role focusing on our clients across the US. Reporting directly to the Creative Concierge Lead you will take ownership of any queries or concerns raised by customers on their data, escalations or any other queries they may have. Working closely with all teams in Creative, this role is a key bridge between clients and the technical teams. This role is part of a team dedicated to exceptional customer service to all clients of Creative ITC (but with a specific focus on our growing client base in the US). Going above and beyond what would be expected of customer service (especially for an IT company). As this role progresses there is an expectation of some US travel to meet and spend time with our clients around the country. What Success Looks Like Timely and accurate reporting and delivery of MSRs and QBRs Assisting with the onboarding process of new clients ensuring they have a seamless experience including developing videos and documentation. Investigating and questioning data that is presented to us Prompt and professional communication with clients who raise queries or escalations Taking ownership of clients’ issues and improvement requirements and seeing them through to completion Key Job Elements & Roles and Responsibilities Data Reporting Take full responsibility for the creation of MSRs and QBRs (focused on (but not limited to) US clients) Identifying and investigating issues – finding anomalous issues in data reporting and investigating their causes and working with technical teams to fix issues Ensuring SLA/KPI adherence and investigate any SLA breaches and their causes Identifying and implementing improvements to reporting methods Analyze support tickets, incident trends and usage patterns and report these to key stakeholders Client Relations Responding via email and phone to client queries, escalating where necessary Leading and attending calls with enterprise clients, including delivery of MSRs Creating and updating Operation Service Manuals for clients Working as an escalation point for all Creative ITC’s clients and internal teams seeing issues through to completion Visiting clients around the country as and when required Support the deployment of new services for clients and drive adoption when they’re in BAU Service Improvement and Collaboration Run Service Improvement Plans (SIPs) and XLA projects where needed with clear tracking, documentation and follow through Collaborate across internal teams to drive service improvements Proactively identify process gaps and opportunities for innovation Education and Experience Strong experience in IT Customer Success Understanding of IT Cloud Service Providers and their offerings Knowledge of ITSM tools Fundamental understanding of computing principles including Compute, Networking, Storage and Backups. Excellent stakeholder management and executive communication skills. Proven track record of resolving complex client challenges. High proficiency in Microsoft Office tools. Person Specification Articulate and confident Highly organised with a focus on high quality documentation and change management Good interpersonal skills, friendly and approachable. Can‑do approach and innovative by nature Technical evangelist able to research and recommend new offerings and services Seniority Level Mid‑Senior level Employment Type Full‑time Job Function Customer Service Industries IT Services and IT Consulting Referrals Referrals increase your chances of interviewing at Creative ITC by 2x #J-18808-Ljbffr Creative ITC