Customer Success Director

Apologies all, this role will remain confidential until an NDA is signed. As a recruiter I prefer to brand my opportunities wherever possible, apologies again that I cannot do so in this instance.

All CVs will be read by me personally, all relevant applicants are guaranteed feedback. For those that prefer not to email blind, my direct dial is 020 3805 0870 and I would be happy to take your call.

Best wishes, Stephen Rhodes stephenr@alexanderrhodes.co.uk

The Company:

A distinguished, award-winning UK MSP with a broad portfolio of services including IT support, hybrid cloud, IaaS, cyber security, digital transformation, disaster recovery and enterprise consulting.

This company is renowned for its capabilities and thrives on supporting customers to achieve extraordinary outcomes from a continually evolving technology landscape. Not just a provider of reliable support services, this company helps customers to unlock the power of technology through effective consulting and technology transformation.

This PE-backed growth business is highly acquisitive, it has an impressive executive team and a strong financial track record. This is a senior leadership role with strategic responsibility and a potential equity package to match.

The Role:

The Customer Success Director will lead a multi-functional department of IT professionals delivering a market-leading technology service. They will design and implement a service delivery model that consistently surpasses industry standards, delighting customers and exceeding expectations wherever possible. They will offer customers deep, responsive, technical expertise on a variety of technology solutions, always maintaining an edge in a highly competitive marketplace.

The Customer Success Director will be accountable for customer on-boarding, net promoter scores, SLA adherence and other key metrics of success. The Customer Success Director will also be responsible for driving EBITDA growth through efficiencies such as automation, integration, offshoring, implementations and project management delivery.

As part of a senior executive team, the Customer Success Director will sit at the heart of the company strategy, owning the largest single P&L in the business and carrying the greatest overall headcount.

The Candidate:

  • A seasoned technology professional with an exceptional track record in service delivery, support and consulting. Previous experience leading service delivery teams within IT managed services is a prerequisite
  • Previous ownership of key technology processes and the teams that deliver them, a background in IaaS, cloud and security, experience managing user and infrastructure services vital
  • A strong change manager, early adopter, and a passionate technologist. Someone who looks for pragmatic innovation and prides themselves on delivering excellent customer value
  • A SLT member or senior executive with previous experience of managing a c.£30-50m P&L and c.500 FTE, preferably with IT services or support environment
  • This role is inherently commercial, the right candidate will understand the balance between cost and value, and should be highly motivated to create successful, long term customer relationships
  • A passionate client advocate, someone with a proven delivery mindset and a willingness to deliver exceptional outcomes for customers at the right cost
  • Proven leader of people, team builder, recruiter and retainer of the best talent, a consummate professional with high EQ and a willingness to build an empowering culture

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