Head of Customer Success

POSITION DETAILS:

Position Title:

Reports to (POSITION):

Team:

Department:

PURPOSE OF JOB:

Bytes aspire to help our customers achieve their own digital transformation, leveraging the power of Microsoft Cloud solutions, Bytes services and support offerings. To this end, we invest in a dedicated Customer Success team that will help Microsoft customers successfully realise their business outcomes.

We are seeking a dynamic and results-driven Head of Customer Success to join and lead the team. The role will play a key role in leading the team to help customers achieve their business goals using Microsoft Cloud solutions and Bytes services.

The Head of Customer success is a leadership role that combines sales and technical disciplines. The team works as a specialist resource with the purpose of driving profitability for our Microsoft business as well as the business more generally. This is achieved through proactive engagement with our current customer base to help them deploy new technology, services and workloads. Your goal is to drive the team to ensure customer satisfaction, drive value realisation and foster long-term strategic relationships through the use of data-driven insights and industry trends.

KEY RESPONSIBILITIES:

Manage and lead the team and ensure that they are aligned to Bytes values and strategy

Proactively work with the team and existing customers to generate profitable sales of Bytes Cloud Services and supporting workshops, solutions assessments, managed services and CSP opportunities.

Liaise as necessary with Sales leadership to ensure collaboration and mutual insight is maintained

Delivering customer-facing discussions to scope, qualify and nurture opportunities in conjunction with pre-sales and Bytes delivery teams.

Maintain sufficient staffing to deliver CSM services and ensure future proofing in terms of resource capability and capacity

Support the drive to migrate customers to modern agreements such as CSP.

Working with Microsoft and other Cloud vendors to Co-Sell into customer base; looking at things such as the next logical workload to position new technologies into the cloud portfolio.

Represent Bytes at customer events such as conferences, discussion forums, training events, webinars and live customer-facing events.

Demonstrate capability and knowledge across the cloud through knowledge-share via internal sales training, internal presentations and marketing contributions such as whitepapers.

Work alongside Microsoft to identify propensity data within the existing CSP customer base to be used to sales generating activities and new opportunities.

Position Bytes internal Cloud services to customer base to drive sales and service days to increase GP and services offering in new workloads, projects and wider migrations and adoption.

Work to identify optimisation opportunities including FinOps services (such as Quantum, Cloud Essentials) and understanding when to position Reserved Instances, Savings Plans etc.

Drive consumption of third-party (non-Microsoft) SaaS applications through the Azure Marketplace

Monthly Reporting to the Divisional Director including performance and well-being of Direct Reports

CORE COMPETENCIES & SKILLS

Hold relevant accreditations and attend training courses (internal and external) as defined by Manager

Have a deep understanding of Microsoft technologies and related Bytes services

Demonstrate knowledge of Bytes managed services and complementary vendors

Have a current understanding of the wider Bytes Eco-System and propositions

The ability to drive and motivate a team to be highly proactive and customer focussed

Proactivity with sales teams, ensuring they are aware of you and your team

Regular touch points with Sales Teams to ensure awareness of relevant programs and offerings

Engagement with Bytes multi-vendor specialists when identifying complementary solutions sales

Provide support throughout the sales cycle from initial qualification, nurturing opportunities alongside the account manager and ensuring a positive customer outcome

Review available data to identify customer gaps (white space) to drive new cloud workloads and consumption opportunities

Ensure all opportunities and engagements are kept up to date

Use tools such as Navigator to identify opportunities, along with propensity data, insights etc

Assisting sales with open opportunities to support progression and value through sales cycle

Build relationships with existing cloud customers and hold regular reviews to ensure value to the customer whilst also spotting opportunities for sales and driving further workloads into their environment

WIDER TEAM NETWORK

Internal

• Account Management Teams
• Bytes Vendor Specialists/Overlays
• Bytes PreSales & Services Teams
• Microsoft Commercial Executives
• Microsoft Practice Business Executive

External

• Microsoft Commercial Executives
• Microsoft Account Managers
• Microsoft Solutions Specialists (sales / technical)
• Eco-System Vendor Specialists (sales / technical)

QUALIFICATIONS, EXPERIENCE, & SKILLS:

Educational Qualifications:

• Minimum GCSEs (A-C) English & Mathematics
• Educated to A-level standard

ESSENTIAL

DESIRABLE

Professional Attributes

• Azure Fundamentals (AZ-900) or Similar
• Security, Compliance & Identity Fundamentals

Essential

Desirable

Years of Experience

• Minimum of 3 years working within Cloud technologies
• Minimum 2 years leading and managing a sales specialist or Pre Sales team

Essential

Other Requirements

• Understanding and awareness of cloud offerings across Microsoft and third-party complementary solutions
• Understanding of Microsoft procurement agreements, models and cloud consumption cost optimisation strategies
• Understanding the Microsoft UK structure and establishing contacts with technical and sales specialists
• Ability to navigate and utilise Microsoft cloud tools/platforms to demonstrate capabilities to customers

CORE Competencies & SKILLS – BASED ON POSITION AND GRADE

• Good technical and commercial knowledge of Microsoft technologies

• Understanding of, and ability to articulate to customers, options pertaining to cloud adoption, Microsoft technologies and services

• A self-motivated individual with excellent organisational and time management skills

• Comfortable presenting to customers, being able to understand business needs and aligning these to business / cloud solutions