We pledge "to prove IT can make a real difference to our customer's businesses". We work hard to ensure we understand what our customers need from their technology solutions and then we deliver.

We are an award-winning company who provide world class customer service; we think big and we hire great people. Version 1 are more than just another IT services company - we are leaders in implementing and supporting Oracle, Microsoft and AWS technologies.

Invest in us and we’ll invest in you; if you are driven, committed and up for a challenge, we want to meet you.

Managing the customer relationship through a Customer Success Team is a new approach for Version 1 and will involve significant changes to the way we work and into which we will need to carefully transition. Through effective management of the customer relationship, we want to optimise long-term return and become a trusted go-to partner for our customers.

As Customer Success Manager, you will own the commercial relationship (revenue retention and an appropriate growth expectation) with several Version 1 customers, assuring that quality is being delivered, appropriate levels of support are in place, opportunities for value-add are being identified, and clear and speedy issue resolution across the full engagement is achieved.
 

Customer Advocacy

• You’ll identify ways to add value to your customers above and beyond our contracted interactions. You’ll share those ideas across your peers to ensure that we are maximising value for all of our customers. Your customers will feed back that Version 1 is a pro-active, value-add organisation that helps them drive forward.
• You should expect to spend lots of time with your customers – onsite with those customer teams and with the Version 1 teams who work with them. You’ll need to be prepared to travel regularly in order to do so.
• You’ll understand your customer horizon – what are their plans next year and the year after and how can  we can pro-actively help them shape those plans and be their go-to partner as a result.
• You’ll ensure that benefits measurement is effective and in place in line with methodologies set by the head of Customer Success.
• You’ll prepare and lead Quarterly Business Reviews (QBRs) for your customers, ensuring they are effective. You will drive out the completion of any arising actions from the QBR.
• You’ll provide thought leadership to your customer, understanding their business issues to ensure the best possible solution is proposed by Version 1. You’ll do this  by engaging the right people from across Version 1 who can bring that knowledge to the table.
• You’ll ensure there is a practical and clear account plan in place for each of your customers, which is a working plan that is pro-actively used and updated and represents a real picture of the customer’s landscape – and is used to keep all parties updated on the key challenges and opportunities.
• You will be measured through a balanced scorecard of targets for your customer relationship, based on an expectation of a strong Customer Satisfaction/NPS score from your customers.   You will also have a growth target per customer (set at the outset of the year based on the customer environment) and will be responsible for driving that target through working with the practices.

Revenue Achievement

• You'll ensure retention (and any applicable growth) of the expected revenue for your customers for the year.
• You’ll lead the renewals process for your customers.
• You’ll work with the practices to ensure that commercial targets are met for your customers.
• If necessary, you’ll work with the sales team where new opportunities are identified to put forward a Version 1 solution which is fit for purpose and clearly aligned with the rest of the customer’s activity.

Methodology and Delivery

You will not be directly responsible for delivery, but you will have your 'finger on the pulse' of how all Version 1 deliveries at your customers are going and be able to link any individual projects and/or services together to ensure there is a clear understanding of what services the customer is receiving from Version 1 and the overall value they deliver.

If there are any issues with delivery, or any Customer dissatisfaction with our services, you'll be at the forefront of escalation of those issues with the practices or individuals in question within Version 1. You'll then be jointly accountable for working with those practices to make sure the issues are resolved.

You’ll have a background in technical delivery in a consultancy environment; probably in excess of 7 years’ experience.

• You'll be 'tech-savvy'
• You’ll have had direct ownership for the relationship with your customers and been responsible for ensuring they are satisfied with the service provided; you’ll be able to talk through lots of examples of difficult situations with customers that you were instrumental in resolving – ensuring customer satisfaction and retention.
• You’ll have experience working in a metrics and data driven environment and be excellent at using data and information to demonstrate delivery of business value to customers.You’ll have a good understanding of managed services and project delivery.
• Ideally you’ll have experience working with customers of all sizes and a mix of sectors.
• You’ll have a proven and demonstrated ability to build relationships with customers.You will have experience of managing and meeting commercial targets.
• You'll have Project/Programme Management experience

You’ll be:

• Adaptable – able to change tact or approach to ever changing circumstances with a proven ability to prioritise and plan
• an Influencer – you will drive behaviours and results in others at all levels and across the organisation regardless of reporting lines behind our ‘customer advocacy’ approach.
• Commercially focused – you understand the nuances of revenue retention and growth, without comprosing our margins.
• Collaborative – you don’t operate in silos; you break them down and make connections. Empire-building is not your thing.
• a Listener – you listen to your customers and to the Version 1 people working with those customers – you’re always on the look out for opportunities to enhance the experience of your customers or for ways to help them.
• Creative – you’ll be flexible in your thinking – something following the right process is the answer, and sometimes there just isn’t a process for the scenario.
• Empathetic – you can see the Customer’s perspective and Version 1’s perspective, and find the middle ground.
• Challenging – sometimes the customer is right, and sometimes they are not – and you can spot the difference.
• Passionate – about delivering quality and success for your Customers.

Graham Ryan
Version 1 Talent Acquisition Team