Customer Success Lead
New Milton, Hampshire, Bh25 5Nn
• Ensuring ownership and resolution for all ad hoc & escalated/urgent customer enquiries – liaising with key internal and external contacts to achieve excellent responses• Proactive and reactive operational point of contact for Key customers at all levels• Providing occasional presence at customer sites• Being a Telecare Monitoring representative on operational customer calls• Designated procedural liaison between the business & customer, ensuring these are fit for purpose, addressed and reviewed on a regular basis• Working with wider business teams to achieve a good understanding of contract deliverables to meet SLAs to ensure knowledgeable conversations with B2B customers, highlighting failures to the business as necessary and following up on resolutions.• Assisting BDM’s and Bid Writers with wording for tenders in relation to the customer journey.• Liaison with Product Development & IT Support teams in relation to customer requirements• Project co-ordination tasks for new business on-boarding, as business needs dictate.• Ensuring that quality processes, databases and document management tools are fit for purpose, highlighting risk and improvement and embedding change• Business Continuity Planning & Risk Management – updating of processes and liaising with function owners to ensure these are up to date and robust, safeguarding the customer and Appello from potential failures.• Implementing procedure updates due to issues highlighted by customer interactions, ensuring effective roll out. Reporting back to the customer to confirm changes are embedded.• Supporting/working within quality frameworks such as ISO 9001, TSA, and BS 8591. Assisting with quality audits, ensuring action owners are working within ISO 9001 quality framework and that customer needs are being met through quality delivery. • Safeguarding & Concern for Welfare management – ensuring ownership at B2B/external agency level and all updates are received to completion.
