Job reference: CCM-R

Job Title: Customer Care Manager

Position: Technical & Operational Roles

Location: UK, UK

Town / City: Middx

salary range: Up to £100K package

Job Type: Permanent full-time

Job description:

Cloud computing Customer Care Manager is required for one of the most recognised hosting brands in the world. The position would manage a team of 8 staff made up of technical leads and service delivery managers. The role would sit within the Enterprise division and would be responsible for providing industry leading support to the company\\\'s largest enterprise level customers.

The Enterprise division consists of a number of customer centric teams that are dedicated to a portfolio of customers. These teams include Account Managers who are responsible for managing service delivery and take ownership of the overall customer relationship as well as Lead Technicians who are responsible for the technical performance and stability of their assigned accounts. The typical Enterprise customer has a very high expectation of service delivery and requires a consultative approach from their dedicated account teams as well as productive partnership. The Enterprise team prides itself on delivering operational excellence and being successful in the role requires:

Passionate management and coaching of the Lead Technicians and Account Managers

• Effective management of escalations
• Creating a work environment and atmosphere that engages and delights both staff and customers
• 
  Creative thinking on ways to improve our service delivery
• Effective adaptation of working in line with corporate objectives
• 
  Adherence to Industry recognized standards

JOB REQUIREMENTS:

Key Accountabilities
Recruiting, managing and developing technical and non technical staff

• Acting as the final escalation point for customer and staff issues
• 
  Reviewing service failures to highlight and drive process improvement opportunities
• 
  Managing SLAs and implementing process change to underpin contractual SLAs
• 
  Coaching teams on how to apply industry best practices during customer consultations to maximise service delivery
• 
  Setting team targets and managing/monitoring performance accordingly
• 
  Ensuring the integration of new team members and maintaining the Rackspace culture
• 
  Building a scalable and efficient organizational model
• 
  Collaboration with the US and internal departments
• Building strong relationships with customers and developing synergies to improve the service.
• 
  Management of team bonus and commissions structure
• 
  Maintaining a motivated, engaged team
• 
  To present and promote the company to existing customers through meetings and visits
• 
  Carry out regular performance reviews and objectives setting, including regular 1:1 sessions.
• 
  To create a close working relationship with the Intensive leadership team in both the UK and US.

Key Performance Indicators

KPIs Include (not limited to):
Reports consistently achieving performance KPIs or undergoing development plan

• Development plans in place for Reports
• 
  Successful on boarding and monitoring of development through probationary periods
• 
  Objectives for continued improvements in operational efficiency
• 
  100% Timely delivery of quarterly performance reviews for all Reports
• 
  Objectives for Q12 engagement surveys and follow up sessions
• 
  Striving towards a world class target of 80% for the Net Promoter Score
• 
  Maintain revenue number by preventing customers churning
• 
  Reduce the exposure of our customers leaving by maintaining a high percentage of customers in contract.
• 
  Make sure that the cost to serve your customers is in line with the revenue growth of your team
• 
  Actively encourage and highlight area of install base growth within your customer base.

PERSON SPECIFICATION:

· Effective cost centre management and budgetary control

· Building compelling business cases and following through

· Strong negotiation skills with suppliers and customers

· Significant operational management experience within a mission critical environment

· Ability to meet challenging targets within tight deadlines

· Proven track record of change improvement meeting strategic objectives

· The ability to engage and motivate staff and provide cross functional collaboration across all departments

· Experience in mentoring, coaching and training a team, ideally both technical and non technical roles