Customer Success Manager

Location: Dublin
Closing date: 20th December 2023

Why this job matters

The Customer Success Manager supports customers across all channels, delivering customer value and success through support excellence and expertise regarding the BT Group's solution portfolio.

What you’ll be doing

1. Supports the implementation of specific customer service management plans, ensuring customer value realisation, retention and renewals.
2. Monitors and supports the reporting of customer service metrics, including escalations, resolutions, health indicators, and renewal dates in alignment with BT Group standards.
3. Supports and participates in building value-based relationships with customers to optimise customer service whilst leveraging the BT Group's resource pool.
4. Executes a range of customer, operational, project and service activities within the Customer Service team and other related teams, within guidelines and policies.
5. Supports in the implementation of ways to improve working processes within the area of customer service responsibility.

The skills you’ll need

Continuous ImprovementCommercial AcumenCustomer Relationship ManagementGrowth MindsetStakeholder Management

What we'd like to see from you

•    Customer Success management Service Management or Inside sales experience in the telecom industry; basic product/services knowledge of network, security and unified communications services; broad knowledge of the global market
•    Project management sna dcustomer services skills to support delivery and customer experience journey.
•    Ability to develop the client relationship and become a trusted advisor to acquire face to face meetings for the field sales team
•    Ability to cross-sell, up-sell opportunities in new and existing accounts
•    Self-motivated and self-directed with the ability to work independently or as an active member of a team
•    Excellent verbal and written communication skills to establish and build upon customers relationships
•    Strong telephone communicator and influencer, confident operating up to senior levels both internally and externally following the customer contact strategy
•    Ability to resolve issues quickly and effectivity.

Benefits

BT Ireland has recently received accreditation as a “Healthy Place to Work” by the Healthy Place to Work Institute.

We’re committed to providing great rewards to the people who drive our success. That’s why we go out of our way to offer all our employees a range of benefits that reflect the full value of their skills, experience, and qualifications. 

As you grow and develop, your benefits will grow with you. What shape they take all depends on what direction your career takes. 

• Encouragement of Flexible working 
• 10% annual on-target bonus
• 6% employer contribution to the BT Ireland Pension Scheme to plan for your future financial health
• Healthcare cover for you to plan for your future health whilst participating in our wellness programme with a calendar of activities
• Life Assurance from 1st day of employment (4 times basic salary)
• Permanent Health Insurance cover (income continuance) 
• 25 days of holiday entitlement, and the opportunity to buy up to five more days every year
• There’s also great support for working parents including pay whilst on maternity, adoptive, and paternity leave
• Free broadband if our service is available at your address
• Opportunity to buy BT shares, and share in our future success with tax-advantaged employee saving plans
• Opportunity to take time off for volunteering, and we’ll help with your fund raising too
• Subsidised sports and social club
• Please check out our diversity and inclusion information section to learn about BT Ireland’s passion and commitment to D&I

Our leadership standards

Looking in:
Leading inclusively and Safely
I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes
I take the right decisions that benefit the broader organisation.

Looking out:
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.

Looking to the future:
Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future
I build diverse future-ready teams where all individuals can be at their best.

With over 175 years of heritage, BT is now the flagship business brand of BT Group. We’ve brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers internationally.