Customer Success Manager

Customer Success Manager

As a Customer Success Manager at Arqiva, you will partner with Account Management to shape, price, negotiate, and deliver customer contracts that are both profitable and low-risk. Your responsibilities will span from opportunity qualification to handover and performance tracking, ensuring all deals meet Arqiva's commercial guardrails and contribute to long-term value creation. This role is crucial in driving operational performance and cultivating strong customer relationships within a flexible and hybrid working environment.

The Role

• Drive the operational performance of accounts to prevent and reduce service credits, utilizing data analysis to deliver insights for performance improvements.
• Provide internal and customer-facing reports detailing the performance of the accounts.
• Collaborate with key internal stakeholders to ensure customer expectations are met and desired outcomes are achieved.
• Attend customer meetings, both ad-hoc and as part of regular governance, supporting relationship development and executing transactional activities.
• Cultivate positive relationships with current customers to enhance satisfaction and support the delivery of account strategies to meet required results.
• Manage contract changes, working with contract management to conduct impact assessments for positive outcomes for both the customer and Arqiva.
• Support the creation and ongoing updates of Account Plans, providing short, medium, and long-term outlooks.
• Assist Account Management teams with data-driven insights to recommend customer service improvements and identify future opportunities.
• Contribute to internal continuous improvement, development, and sharing of best practices and lessons learned, enhancing overall program and customer efficiency.
• Attend Arqiva external events, engage with industry bodies, and participate in subsidiary or associated companies activities.
• Onboard new customers and support mobilization activities.
• Collaborate with finance to support revenue forecasting.
• Support the account team with billing assurance and debt management.
• Act as an escalation point for service issues, providing oversight on Major Incidents and root cause analysis.
• Create and deliver against service improvement plans.
• Interface with suppliers and provide data to support supplier management.
• Advocate for the customer within internal teams and help increase the profile of Water customers within Arqiva.

The Person

• Possess good interpersonal skills for effective engagement with customers and third parties.
• Demonstrate a clear understanding of the importance of excellent customer service.
• Exhibit strong stakeholder management abilities.
• Have good negotiation skills.
• Show proficiency in written and verbal communication.
• Maintain a high degree of attention to detail.

Knowledge And Experience

• Substantial experience in customer success management or a related field.
• Demonstrated success in managing key customer relationships and driving continuous improvement within a large, complex organization.

Qualifications

• A degree (or equivalent experience) in business, marketing, or a related field is advantageous.

Key skills/competency

• Customer Success Management
• Account Management
• Stakeholder Management
• Contract Negotiation
• Performance Analysis
• Customer Relationship Management
• Service Improvement Planning
• Revenue Forecasting
• Billing Assurance
• Debt Management