Head of Customer Management

About Cloud Direct: Cloud Direct helps ambitious organisations leverage Microsoft cloud so they can compete and grow. This digital transformation helps them:Create new markets and engage customersAttract & empower employeesTransform products and deliver new servicesOptimize their operationsOur focus today is on delivering and supporting three market-leading solutions:Infrastructure ModernisationApplication ModernisationData Modernisation and AIAs a managed service provider, we provide 247 expert support and managed services to our clients – ensuring that their environments – whether pure cloud or hybrid – are technically excellent, cost optimised and secure.Grow Better:At Cloud Direct, we have our own ambitious plans to scale and grow with purpose. This growth creates huge opportunity for A-class talent to join us on that journey.A job at Cloud Direct is unlike any other you’ve had. You’ll be challenged. You’ll be inspired. And whatever you do, you’ll grow and be part of something exciting. “More is in you” is a mantra that permeates the core of our culture. It means you dig deep and bring out the best in yourself.We employ the smartest, brightest and most capable. Luckily, you seem to be attracted to us, too.Role Purpose:Reporting to the Chief Revenue Officer (CRO) you will lead two teams - Account Managers (AM) and Customer Success Managers (CSM), who work together to ensure that our customers are delighted with the services they consume from us, thus remaining and growing over time. The over-arching metric is Lifetime Value (LTV) supported by Net Promoter Score, Churn, and Revenue Growth.The role will be in the UK, based at our Bath Office for two days per week when not visiting customers or working from home on agreed hybrid days.Key Responsibilities:Lead, coach and mentor the AMs and CSMsSet clear targets and KPIs for the teamLead development and implementation of customer management processes, procedures and policiesLiaise with your peer group of managers to ensure Customer Management is working in a complimentary manner with all other departments engaged with the customerEnsure our processes, policies and procedures adhere to the various professional standards we are audited againstReport on team performance to the Chief Revenue Officer and Senior Leadership TeamTeam Performance and Development:Monitor and understand your own and your team’s performance against targets and KPIsHelp prioritize workload and manage working time effectivelyGuide your teams in taking personal ownership for maintenance and development of role-based skills and expertiseOwn your own Personal Development PlanRequirements:Leadership experience with excellent communication skills5+ years’ experience in a senior Account Manager or similar roleAbility to influence, build and maintain strong working relationships with stakeholders at all levels to achieve successful outcomesExperience in IT Managed Services either in-house or as a supplierWhat do we offer you:Health care cash planLife Assurance/Critical Illness/Income ProtectionResponsible Time OffBirthday lunchesFun FundEndless Growth Opportunities: professional development, mentoring and advancement within the growing teamCulture of Excellence: We foster a high-performance culture that recognizes and rewards exceptional talent.