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• Support reactive sales opportunities for revenue growth or retention of customers, ensuring enquiries are despatched to the correct internal owner
• Administer Claranet’s Customer Feedback inbound activity to ensure that any customer contact is recorded and resolved within set SLAs and KPIs.
• Takes ownership of customer feedback and investigate, ensuring they are resolved efficiently and satisfactorily.
• Understand and identify customers concerns, manage in line with the appropriate level of management engagement and agree resolution approach.
• Working with Customer Success Team to ensure that Claranet continually achieves a positive client relationship, maximise customer satisfaction which is measured via Net Promoter Score
• Support the Customer Success Team with administration activity such as Service Reporting, Critical Incident Management or Incident Reporting.
• Attend Customer Success meetings (internal to identify areas to learn and develop Claranet’s Customer Service Experience).
• At all times represent Claranet Customer Service professionally, working with all teams to continually improve Claranet’s customer service experience and demonstrate a forward-thinking approach.

Teams to collaborate with

• Customer Growth and Success – ensure aligned and efficient management of customers, maximise customer retention and maintain revenue on re-contracting.
• Portfolio, Alliances and Technology Practices – ensure the best solutions are being sold to the customers and provide feedback from the customer.
• Customer Experience and Managed Services – ensure we are consistently providing the best service to our customer, proactively monitoring their needs, and integrating their feedback into our future strategy.
• Finance and Corporate Development – contribute to the budget process and ensuring the team is adhering to internal standard.
• HR and People – support recruitment and learning and development strategy to develop industry leading product and service offerings.

Behavioural competencies – organisational and behavioural fit

• You will be someone who thrives on Sales, organisation, problem solving and working in a team as well interacting with key contacts from Claranet’s large customer base.
• Experience of reactive sales with commercial acumen to support both revenue growth and revenue retention opportunities
• Experience of working within a customer service environment and familiarity with resolving and responding to customers concerns.
• Ability to prioritize multiple complex tasks, whilst working to tight deadlines.
• Ability to communicate confidently both verbally & written whilst demonstrating close attention to detail.
• Ability to consistently produce high quality customer engagement output and confidently recommend improvements.
• Ability to develop and maintain relationships at all levels across multiple geographic locations (externally and internally)
• Ability to work flexibly when required
• Ability to adapt to change and work in an agile working environment.
• Be self-motivated with personal drive and enthusiasm to continually improve both Claranet and their own development.

Critical competencies – technical fit

• Proven ability to work creatively and analytically in a problem-solving environment and able to develop others to do the same
• Ability to interpret and lead discussions with data and customer information and be able to present information in a concise manner
• Knowledge of Managed Services and Technology
• Aspiration to work within the IT industry

About Claranet

Founded at the beginning of the dot.com bubble in 1996, our CEO Charles Nasser had a light bulb moment to develop a truly customer-focused IT business. Since then, Claranet has grown from an Internet Service Provider (ISP) in the UK to being one of the leading business modernisation experts, who deliver solutions across 11+ countries.

At Claranet, we’re experienced in implementing progressive technology solutions which help our customers solve their epic business challenges. We’re committed to understanding their problems, delivering answers quickly, and making a lasting impact to their business.

We are agile, focused and experienced in business modernisation. Our approach helps customers make genuine, significant shifts in their business strategy, to deliver financial savings, boost innovation, and create a resilient business. We continually invest in our people and the latest technologies, so our customers get peace of mind knowing that they have access to the best talent and services.

In the UK we have over 500 staff working in London, Gloucester, Warrington, Bristol, and Leeds, or as homeworkers.

Working For Claranet

Here at Claranet we pride ourselves on going the extra mile for and with our employees (yes, we really mean it). We offer an extensive benefits package that you can tailor to your needs, inclusive of a matching contribution pension scheme, healthcare, insurance, dental, discounted gyms and app supported benefit access.

But what we think makes us different is ‘Team Claranet,’ our dedicated internal part of the business that supports you with matters close to your heart. We proudly support local charities in each of our office locations, support employees with paid charity leave, organise key charity fundraising event per year and have a dedicated committee responsible for supporting employee’s fundraising efforts.

Claranet are one of the 10 founding members of TC4RE (Technology Community for Racial Equality.) Being a part of a group of leading UK technology organisations, we are dedicated to building a more diverse and inclusive workforce. We are also very proud members of Tech Talent Charter, a government supported, industry-led membership group created to address the UK’s tech talent shortage and diversity gap through collective action.

Our Vision

Our vision is to become the most trusted technology solutions partner; renowned for being the best and brightest, having lasting impact with our customers and delivering exceptional returns to our stakeholders.

Position Summary

Through a culture of collaboration, learning and opportunity, Customer Success is a community of vibrant and dynamic service and technology experts, executing all facets of our operation with consistency, pride and efficiency.

The Customer Success Executive will be passionate about working in both Customer Service and Sales. This role will be focused on providing responsive customer service engagement to Claranet customers as part of the Customer Success Team along with providing reactive sales and commercial support. This is a key role owning customer inbound engagement activities focusing on reactively addressing Sales and Commercial enquiries along with administration, resolution and reporting of customer concerns raised either directly by customers or via Claranet’s proactive customer experience improvement programs. The Customer Success Executive, CSE, will be required to support reactive sales and commercial opportunities with support for Sales ops and for significant opportunities to support colleagues within the appropriate Business Functions.

Role Mission

You will be accountable for ensuring that all inbound Sales and Service activity for defined accounts are accurately recorded and responded to with Claranet’s SLAs and KPIs, and using Claranet reporting tools, proactively identify key themes and trends and records all activity in our Customer Management tools. On occasion, the Customer Success Executive CSE may also be required to support other CSMs with activities such as Service Review administration, Critical Incident Management and Incident Reporting. As part of supporting collaborative working within Claranet, you will also work closely with Claranet teams to assist with answering any questions that may arise.

You will work with the CSM Team and Customer Service Leadership Team to evolve the Claranet Customer Experience. Resolving areas of customer dissatisfaction efficiently and satisfactorily enables the development of key customer relationships.

Objectives and Key Results

The Customer Success Executive is part of the Customer Success team within the Customer Success and Growth function of Claranet.

The key objectives will be to:

• Provide Service Quality Assurance in all activities.
• Share Account knowledge with sellers on receipt of enquiries and escalations.
• Ensure the day-to-day relationship management is upheld with a consistent POC.
• Ensure RACI is followed on escalations.
• High level understanding of products and services.
• Internal and external stakeholder management.
• Highlight customer issues internally (customer health).
• Make the customer an advocate.