Customer Success Manger​/Customer Concierge

Customer Success Manager / Customer Concierge

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This range is provided by Creative ITC. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

$80,000.00/yr - $90,000.00/yr

Creative ITC is a leading infrastructure and global cloud service provider, renowned for designing and delivering exceptional managed services and cloud solutions across five continents. Our mission is to help customers realize the full potential of their investments and achieve business objectives faster. We specialize in developing financially‑sound cloud roadmaps, simplifying adoption, minimizing disruption, and enhancing the performance of applications, data, and virtual desktops.

Clients choose Creative ITC because we work tirelessly to fully understand their infrastructure needs, from current state to desired architecture. We excel in navigating the complexities of private, public, and hybrid cloud environments, ensuring seamless transitions and avoiding common pitfalls.

Our commitment to client success is evident in our ability to speed up and de‑risk the innovation process, align IT costs with actual usage, and master disruptive technologies. Founded in 2006, Creative ITC has grown from a small consultancy into a global player in the IT infrastructure and cloud services industry. Headquartered in London, United Kingdom, we have expanded our reach to 11 Data Centers across the globe, consistently delivering innovative solutions and exceptional service to our clients 24/7.

The Creative Concierge and Customer Success Manager is a key role within Creative and is responsible for providing a White Glove service to our customers. This is a hybrid role between the Concierge team and the Customer Success Team (who are already closely aligned). This role is responsible for gathering the data, creating and delivering the Monthly Service Reports and Quarterly Business Reviews (in conjunction with the Account Managers) as well as being a key point of contact for our clients with this specific role focusing on our clients across the US.

Reporting directly to the Creative Concierge Lead you will take ownership of any queries or concerns raised by customers on their data, escalations or any other queries they may have. Working closely with all teams in Creative, this role is a key bridge between clients and the technical teams.

This role is part of a team dedicated to exceptional customer service to all clients of Creative ITC (but with a specific focus on our growing client base in the US). Going above and beyond what would be expected of customer service (especially for an IT company). As this role progresses there is an expectation of some US travel to meet and spend time with our clients around the country.

• Timely and accurate reporting and delivery of MSRs and QBRs
• Assisting with the onboarding process of new clients ensuring they have a seamless experience including developing videos and documentation.
• Investigating and questioning data that is presented to us
• Prompt and professional communication with clients who raise queries or escalations
• Taking ownership of clients’ issues and improvement requirements and seeing them through to completion

• Take full responsibility for the creation of MSRs and QBRs (focused on (but not limited to) US clients)
• Identifying and investigating issues – finding anomalous issues in data reporting and investigating their causes and working with technical teams to fix issues
• Ensuring SLA/KPI adherence and investigate any SLA breaches and their causes
• Identifying and implementing improvements to reporting methods
• Analyze support tickets, incident trends and usage patterns and report these to key stakeholders

• Responding via email and phone to client queries, escalating where necessary
• Leading and attending calls with enterprise clients, including delivery of MSRs
• Creating and updating Operation Service Manuals for clients
• Working as an escalation point for all Creative…