Service Manager

We’re looking for an experienced Service Manager to join our dedicated Customer Success Team of multi-certified Salesforce Consultants and Technical leads. They provide incremental enhancements and case management support to our customers led by our Service Managers who support the customer journey to transformation.

BrightGen’s Customer Success team has been established to help define, develop and manage our customer engagement, to ensure we deliver on the BrightGen values – Integrity, Transparency, Excellence and, of course, Customer Success.

Role Definition

Reporting to the Head of Customer Success, the Service Manager will operate in a senior customer facing role. You’ll manage & report on a subset of BrightGen’s service management customer engagements and work with the Sales/Customer Success teams to ensure we are providing a proactive, mutually beneficial service to our customers. You will act as a senior level customer interface to personally manage service hotspots and escalation through to completion.

Responsibilities

Managing the service

• Take full responsibility for providing BrightGen’s Managed Service to the customers assigned to you in line with the Service Framework and BrightGen’s ethos and values
• Manage customer expectations, particularly around BrightGen resource availability and case progress, providing a buffer and conduit for BrightGen’s technical teams
• Ensure ITIL best practice and Service Management methodologies are followed across all areas of service design, transition and operational management to deliver high quality services
• Be aware of and manage customer priorities, escalating to the Head of Customer Success when necessary
• Ensure each of your customers’ cases is kept up to date with progress and they are aware of significant issues and challenges and are offered options for solution
• Know and action the set-up process for new services
• Ensure the team meets its SLAs and KPIs around:
  • Service Hours Usage
  • QSR Setup and Attendance
  • Continuous Improvement Planning and Delivery
  • Throughput (Case SLAs, Updates & Age)

Customer engagement

• Build and nurture relationships with key customer stakeholders
• Arrange regular meetings and/or calls with customers, including face-to-face meetings in line with the Service Framework
• Support account team on customer Quarterly Business Reviews (QBRs) to drive business outcomes
• Keep the customer fully engaged in liaison with Account Management
• Assist Account Manager/CSM and Business Success team to formulate, drive and deliver the Continuous Improvement of the customers platform with a roadmap of tactical change  
• Ensure the customer gets and experiences value from our service to ensure service contract renewal is a formality and growth of the account is likely

Commercial awareness 

• Have an understanding of your customers’ contractual arrangements 
• Know the current commercial position for each of your customers 
• Manage your customer’s service hours effectively, collaborating with Sales/Customer Success to target uplifts

Service Improvement

• Own and maintain your customers’ service improvement plans
• Offer ways to enhance BrightGen’s service offering and customers’ service experience
• Continually look for improvements to maximise hours utilisation
  • Be aware of and share new platform features with your customers
  • Be aware of and advise on Salesforce release cycle and platform changes that could impact BrightGen or our customers, or engage the appropriate resource to support where necessary
  • Be on the lookout for opportunities for BrightGen IP or reapplication of solutions for our customers

Team

• Independently manage, advise and support due diligence, due process and ITIL best practice
• Co-manage one of the service team pods with another Service Manager, ensuring we focus on:
  • Maintaining focus and team spirit
  • Collaborating and sharing knowledge
  • Onboarding new team members
  • Maximising output
• Assist Recruitment by assessment of candidates via telephone or face-to-face interview
• Act as role model to all team members, promoting professional team behaviours by example
• Look for, promote and progress opportunities to improve the way the team works 
• Feedback relevant information to team or company management

Experience and qualities for success

Technology knowledge & experience

• Good understanding of Salesforce or other CRM/cloud based platforms
• Desirable – can identify and discuss Salesforce use cases across the clouds, enough to speak with authority and discuss the ‘art of the possible’ with customers, or identify where additional technical support is necessary 

Communication skills & mindset

• Experience in a dynamic, customer-facing role
• Clear and confident communicator, effective at all levels including C-Level executives
• Honesty and openness
• Passion for solving business problems with creativity, empathy, and pragmatism
• Adept at breaking technical jargon to better position challenges with customers
• Emotionally intelligent, able to empathise and understand customer’s challenges and what drives them

Management experience

• Experience working in a collaborative customer team environment, to give a unified experience of BrightGen across Service, Delivery and Sales
• Able to manage multiple accounts/clients at a time while paying strict attention to detail
• Excellent project/service management (or relevant) experience, able to prioritise and manage stakeholder expectations, and ensure key objectives and timelines are met
• Excellent listening and presentation skills