About Ekco Founded in 2016 Ekco is now one of the fastest growing cloud solution providers in Europe!
We specialise in enabling companies to progress along the path of cloud maturity, managing transformation and driving better outcomes from our clients' existing technology investments.
? In a few words, we take businesses to the cloud and back!
We have over 1000 highly talented and supportive colleagues (and counting) across a number of regional offices in the UK, Benelux & Ireland.
About the Role Client Relationship Management: Develop and maintain strong, long-lasting relationships with clients.
Serve as the primary point of contact for clients, addressing their needs and concerns promptly and effectively.
Service Delivery Oversight: Oversee the delivery of our MSS Portfolio of services to ensure they meet client expectations and contractual agreements.
Coordinate with internal teams to ensure timely and quality delivery of services.
Client Onboarding: Facilitate the and provide oversight to the onboarding process for new MSS clients, ensuring a smooth transition and understanding of our services.
Issue Resolution: Proactively identify and resolve issues that may impact client satisfaction.
Work collaboratively with internal teams to troubleshoot and solve problems.
Performance Monitoring: Monitor and report on service delivery performance metrics.
Identify areas for improvement and implement strategies to enhance service quality and client satisfaction.
Client Feedback: Gather and analyse client feedback to improve services and client experience.
Communicate feedback to relevant teams and ensure appropriate follow-up actions are taken.
Renewals and Upselling: Drive client renewals and identify opportunities for upselling additional services or products that align with client needs and objectives.
Documentation and Reporting: Maintain accurate records of client interactions, service issues, and resolutions.
Prepare regular reports on client satisfaction and service performance for management.
About You Minimum of 2-5 years of experience in Client Success, Service delivery, Account management, or a related role.
Strong understanding of service delivery processes and best practices aligned to ITIL frameworks.
Excellent communication and interpersonal skills with the ability to build, foster and nurture relationships of our MSS clients.
Proven ability to manage multiple clients and projects simultaneously.
Strong problem-solving skills and attention to detail.
Proficiency in Microsoft Office Suite and ITSM Ticketing tools.
Ability to work collaboratively with cross-functional teams.
Customer-focused mindset with a passion for delivering exceptional service.
Bonus points if you have Experience in Cyber Security Services Experience in a technology focused client success or service delivery role Familiarity with project management tools and methodologies.
Previous Client/Customer management experience Industry recognized certifications – E.g.
ITIL, Service desk, Project related Benefits/Perks ? Time off - 25 days leave + public holidays x1 day Birthday leave per year Company Pension Scheme (employer contribution 5%) + flexible salary sacrifice Employee Assistance Programme (EAP) - access to dedicated mental health, emotional wellbeing and general advice EkcOlympics - a global activity for fun!
Learning & development - Unlimited access to Pluralsight learning platform A lot of responsibilities & opportunities to grow (also internationally) Why Ekco ? Microsoft's 2023 Rising Star Security Partner of the year VMware & Veeam top partner status Ranked as 4th fastest growing technology company in the Deloitte Fast50 Awards Ekco are committed to cultivating an environment that promotes diversity, equality, inclusion and belonging We recognise the value of internal mobility and encourage opportunities for internal development & progression Flexible working with a family friendly focus are at the core of our company values