Core is a Microsoft Cloud Managed Service Partner, specialising in Microsoft 365 technology for people and businesses aiming to implement modern workplace solutions to advance their operations. We provide a broad range of services, solutions, and software to optimise our clients’ Microsoft investments.

Job description:

The Customer Success Manager will oversee high-level engagement with Core’s key clients, coordinating project and managed service deliverables, and reporting performance against SLAs. The role involves conducting service reviews, capturing client feedback, and maintaining strong relationships with both internal teams and external stakeholders. Regular customer contact and internal engagement with support teams managing incidents and changes are essential.

This position is aligned with Core’s Managed Services team, responsible for delivering ongoing contracted services and support. Adherence to Core’s values—respect, responsiveness, and expertise—is mandatory.

This is a remote role; candidates must be UK residents working from within the UK.

Duties & Responsibilities:

1. Engage proactively with customers to identify opportunities and translate feedback into success strategies.
2. Act as a primary escalation point for project and service issues.
3. Develop and maintain Customer Service Improvement Plans for key clients.
4. Conduct regular Planning and Service Delivery Reviews, attending meetings where possible.
5. Produce detailed performance reports against project plans, SLAs, and resource use.
6. Manage relationships across customer, project, and support teams.
7. Handle escalations and Major Incidents.
8. Collaborate with account teams on contract renewals.
9. Report on client KPIs such as profit and loss.
10. Manage Service Management processes and documentation in IT Glue.
11. Oversee the transition of new customers from pre-sales to support.
12. Plan capacity for support teams to ensure successful onboarding.
13. Identify opportunities for service improvement.
14. Maintain high customer satisfaction standards.
15. Build strong customer relationships to mitigate risks.
16. Develop effective escalation procedures.
17. Coordinate with operational teams to align service delivery with demand.
18. Ensure consistent and repeatable reporting across clients.
19. Embed continual service improvement through CSIP plans to sustain performance and satisfaction.
20. Create enthusiasm for services and support evolving roadmaps.
21. Develop and implement IT Service Management Plans (ITIL) to enhance service reliability, including change, problem, and incident management processes.

Skills/Experience:

• Experience managing projects and operational incidents, problems, and changes in complex environments.
• Strong partner management skills, with experience in multi-vendor settings.
• Exceptional stakeholder engagement, influencing, and communication abilities.
• Ability to multitask, work under pressure, and handle multiple projects.
• Excellent time management and problem-solving skills.
• Robust technical background.
• At least 2 years’ experience in a similar role.
• ITIL v3 or v4 Foundation certification.

Competencies & Behaviours:

• Strong communication and interpersonal skills.
• Positive, proactive attitude.
• Methodical approach to resolving service issues.
• Initiative and proactive mindset.
• Collaborative team player.
• Calmness under pressure to meet SLAs.

We offer:

• Remote working or office-based options in London, Manchester, Milton Keynes, Glasgow, or Edinburgh.
• Modern technology to support your role.
• Focus on Learning & Development, including training, seminars, and social events.
• Two paid volunteer days annually.
• Private healthcare and Life Assurance.