At a Business level, to provide leadership and direction to the Customer Success Management approach within Capita, ensuring that the Capita strategy and associated Customer Success Management model is executed in a consistent manner that provides best returns for the Business, Customers and Vendors. Working closely with the Business Unit and Services functions to embed Customer Success Management as a function and culture, and establish and improve adoption and expansion strategies for associated software and services, spanning the full lifecycle from Customer requirements capture through to in-life exploitation of software capability.

At a Customer level, establishing the value of Customer Success Management as a differentiator for Capita, and where appropriate, directly engaging on projects, collaborating with Sales, Presales, Delivery and In Life resources to drive Customer Success Management delivery in line with the model.

Essence of Role – Key Accountabilities

Business impact

• Develops Customer Success Management Program including but not limited to Customer Success Management charter, cross-functional roles and responsibilities, account assignment and planning process, capacity planning, development of both Customer Success Manager team and wider virtual (cross functional) team, engagement framework for Adopt/Expand/Renew activities, and training program.
• Develops and manages Cisco Partnerships aligned with CSM including maximizing Cisco partner programs for rebates and services credits.  Responsible for reporting and managing collection of rebates and incentives.
• Partners with Capita sales/presales, project and in-life service delivery teams to ensure success of solution adoption with customers.
• Establishes and implements metrics that measure performance including executive dashboards and periodic account audits that determine account health by measuring variance against contract over time.
• Acts as advocate and CSM point of contact for senior management stakeholders; educates and mentors organization in CSM best practices.
• Maintains current and thorough knowledge of relevant software and services offerings.
• Provides support on high impact projects to identify and resolve blockers to software adoption, mitigating leakage of planned and potential revenues and margins.
• Drives ongoing governance process via financial and other reporting.
• Demonstrates and actively promotes an understanding and commitment to the mission of Capita through performing behaviours consistent with the organization's values.
• Maintains a working knowledge of applicable policies and procedures of Capita, and external governance, in order to ensure adherence in a manner that reflects honest, ethical and professional behaviours.
• Supports and conducts self in a manner consistent with customer service expectations.
• Differentiating Capita in the Vendor and Customer marketplaces, through building a positive reputation of Customer Success Management engagements driving strategic solutions aligned to our Customer’s business needs.

Suppliers and third parties

• Direct engagement with Key Vendor partners (initially but not limited to Cisco) and Third Parties to articulate the scope, capability and expertise of Capita Customer Success Management, establishing with them the value and pedigree of this asset, leveraging its potential as a “Why Capita?” differentiator in their partner community, and taking their feedback as an input into the continuous development and improvement of the Customer Success Management programme, people and methodology.

Customers

• Direct engagement with nominated Customers, to articulate the scope, capability and expertise of Capita Customer Success Management, establishing with them the value and pedigree of this asset, leveraging its potential as a “Why Capita” differentiator.
• Applying the methodology to applicable projects to drive business outcomes that meet their expectations and achieve their explicit approval and endorsement, including but not limited to:
  • Understanding why the customer purchased the product
  • Alignment of the customer business objectives to the product value
  • Ensure that relevance that is tied to customer’s business initiatives
  • Ensure that the Customer is aware of the product key features
  • Provide access to training on product capabilities and key features
  • Develop a specific adoption plan including proactively addressing potential inhibitors
  • Drive knowledge and usage/adoption of product/service features leveraging consumption analytics
  • Provide data, reporting, and business outcomes to ensure value realization information for customers
  • Monitor customer relationship health using established metrics and scorecards
  • Address adoption barriers throughout the engagement, leveraging vendor capability as appropriate
  • Embed into Capita solutions into customer processes to maximize realized value and stickiness
  • Interlock with the Capita and Vendor Account Teams to maintain alignment
  • Expand to new relevant offers
  • Drive accelerated customer outcomes and value to ensure frictionless renewals and growth

Leadership and teamwork

• Promotes and reinforces principle of continuous process improvement with all direct team (Customer Success Management) and wider virtual (cross functional) team members; facilitates improvements to Customer Success program and reporting methodologies as needed. 
• Improves direct and virtual team performance by building team cohesiveness, leading, mentoring, training, and motivating to facilitate cooperation, ensure efficiency, and maintain morale.
• Ensures direct and virtual team has adequate tools and skill sets required for Customer Success Management.
• Where appropriate, providing direct people management of the Customer Success Management team as it evolves.
• Working closely with the BU and Services leadership teams to ensure that when strategic solutions and vendor relationships are developed, they designed from “ground up” to have an appropriate, fully documented, executable Customer Success Management dimension, including associated methodologies, documentation, tools, roles and responsibilities, and KPIs/metrics.
• Working proactively with Pre-Sales and Sales Management to understand the key Customer opportunities which they are progressing and identifying where Customer Success Management should be deployed in those opportunities to differentiate, to facilitate higher/broader Customer relationships, build compelling business cases, and maximise lifecycle Customer value and Capita revenues.
• Working proactively with Delivery functions to create a Customer Adoption Plan that aligns solution delivery with Customer outcomes, and driving the Customer Adoption Plan collaboratively with Project Management to ensure joint resolution of issues and a successful outcome
• Working with Service Management, and Maintenance Renewal teams, to leverage their insight into the evolving Customer environment during the lifecycle of the contract, identifying where embedded products and services could be further exploited to deliver wider outcomes and greater value, and engaging alongside Sales with Customers to develop those potential opportunities into compelling business cases and new projects, to maximise lifecycle Customer value and Capita revenues.
• Work proactively with Sales, Pre-Sales and Service, collaboratively managing escalations and “priority calls” where necessary.

Role Dimensions

Financial (limits/mandates)

Non-financial (customers/staff)

Typical Outputs

• Creation and ongoing maintenance of a structured, thoroughly documented Customer Success Management value proposition and methodology, for both internal and Customer facing use
• Creation of consistent, professional templates that can be applied to each phase of engagement (Solution Capability, Business Outcome and Stakeholder mapping, Adoption Plans, Sample Output artefacts/Documentation etc)
• Customer specific documentation and programme management
• Monthly reporting and analysis of Customer Success Management engagement and returns, including internal and external resources, successful outcomes, attributable revenues / rebates, challenges and resolutions
• Structured plan for the assignment of Customer Success Management resources to live engagements
• Forward forecast of resources and capability versus committed and Sales pipeline, aligned to Capita strategy and highlighting areas for investment or managed reduction

Technical / Professional Expertise

Essential

Desired

• Demonstrable experience of developing and delivering new propositions, processes and capability
• Demonstrable experience of working within a customer facing consultative environment
• Value messaging and management, sales skills and experience, driving strategic change/improvements for customer.
• Leadership and influence of virtual, cross-functional teams, with program management and quality management experience.
• Escalation and issue management and managing customer expectations.
• Proficient use of all Microsoft Office applications.
• A strong logical approach to problem solving and data analysis
• Excellent interpersonal skills, confident engagement with senior internal and stakeholders, well prepared, articulate and structured in written and oral communications.
• Forming strong relationships through proximity and expertise and acting as a trusted advisor
• Understanding contractual obligations and their delivery

• Experience of software licensing, in particular enterprise wide frameworks

“As part of the UC Portfolio separation this role would reside within the Trustmarque business entity.”

About Us:

Trustmarque is an award winning IT partner that delivers IT solutions which empower our customers to work smarter and more effectively. We simplify business, through a flexible and cost-effective approach that empowers organisations and their people. Giving honest, simple and independent advice we help our customers to navigate an increasingly complex world of IT – and that’s exactly what you’ll do too, if you join our talented team here.

What we hope you’ll do next: 

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you.

We’re an equal opportunity employer, which means we’ll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we’re committed to creating an inclusive environment for all employees.

All interviews, assessments and background checks will continue to take place online, to completely remove the need for face-to-face contact. All Capita colleagues who can work from home should do so; and where it is not possible for colleagues to work remotely, we have taken important steps to protect those working from Capita’s offices. Social distancing, enhanced hygiene and safety measures are already in place at all Capita locations that are open to protect our colleagues and manage the risk of COVID-19. The welfare of our people is of paramount importance to us, and we’re doing everything we can to keep our colleagues and customers safe during this time