LYON is a managed IT services provider focused solely on the creative industry sector. We are based in Old Street and currently serve over 5000 users and 100+ companies. We are a dynamic and fast-growing company that truly values our people, our culture and our commitment to excellence.
An opportunity has arisen for an experienced Client Success Manager / Service Delivery Manager to join the team, providing unparalleled service excellence to our clients across the UK and internationally.
As a Client Success Manager at Lyon, you will be working closely with our clients to provide strategic guidance and to expand the dialogue beyond infrastructure and support in line with the expanding portfolio of consultancy and business application services offered by LYON.
The purpose of the role is to guarantee client satisfaction whilst understanding our client’s business objectives and determining how the company’s service offerings can support their attainment.
You will support our clients in navigating the rapidly changing technology landscape, integrating new services and capabilities which underpin organisational improvements and enable our clients to operate dynamically and efficiently.
Role Requirements:
This role would be ideal for an ambitious and experienced Service Delivery Manager or Client Success Manager within the IT Managed Services sector who is seeking a new and exciting challenge within a forward leaning technology company. The ideal candidate will be looking to move to an organization with a start-up mentality and who is willing to participate in a rapid growth journey.
You must have proven experience of delivering or managing the delivery of IT services, ensuring client satisfaction and keeping clients at the heart of everything you do. You must be able to confidently communicate and present value-based solutions to your customer base, whether these be new services or enhancements to existing solutions.
The successful candidate will have the following skills, experience and attributes:
- A passion for technology and how it can empower ambitious organisations to succeed
- Demonstrable experience in Service Delivery Management, Client Success or Account Management within the IT or Technology sector
- A consultative methodology and approach to client engagements
- Experience of overseeing and supporting the delivery of IT support services
- A proven track record of meeting and exceeding targets
- Experience of owning and supporting upsell and cross-sell activity would be highly desirable
- A team player with the proven ability to get the best out of colleagues
- The ability to develop relationships across all levels including Director and C-suite
- The ability to identify business requirements and translate these into IT solutions and actions
- Commercial skills including negotiation, development of business cases and demonstrating ROI
- Natural problem-solving skills
- Confidence in front of clients including hosting and presenting strategy meetings, service review meetings and project meetings
- Excellent attention to detail and the ability to manage multiple priorities across a number of clients
- An ability to embrace and manage change in a dynamic and fast-growing organisation
In Role Deliverables:
- Confidence in front of clients
- Owning and exceeding individual targets relating to client satisfaction, retention and upsell and cross sell
- Proactively managing the growth and profitability of your client portfolio
- Being responsible for the timely delivery of high-quality client proposals and continual strategy roadmaps
- Leading the scoping and estimation of projects working with technical specialists
- Being responsible for maintaining an accurate opportunity pipeline
- Being responsible for maintaining up to date account plans and client records
- Ensuring the timely delivery of high-quality client proposals
- Acting as a key stakeholder in commercial sign off
- Being an active contributor in improving internal service management and account management processes
The Package:
- Working hours are 40 hours a week during standard business hours, Monday – Friday between 8:30am – 5:30pm UK time with a 1 hour lunch
- The office is located in Old Street and we provide flexible working with a 3/2 split (3 days in the office and 2 from home)
- Salary is dependent on experience
- Quarterly bonus for achieving growth and retention targets across your customer base
- 22 days’ annual leave - increasing up to 25 days over the first 3 years of service
- Monthly team events out of the office
- Continual professional development plans
- Loads of social activities!
Good luck and please bear in mind we receive a very high number of applications; we will endeavour to get back to all applicants, however, we thank you for understanding this is not always possible for unsuccessful applicants.