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.
The Role You will be responsible for ensuring high-quality delivery of services to Ekco's managed service clients.
Oversee service operations and ensure that Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are met.
This role requires a strong focus on customer satisfaction, continuous improvement, and operational efficiency.
The people who thrive in this position have a strong technical background, are knowledgeable about both business and technology and are enthusiastic about continuous learning.
They are good listeners and adept at making connections between business needs and technology solutions.
They are master relationship builders who use verbal and written communication to collaborate internally and develop meaningful and productive long-term relationships with Ekco customers.
Strategic Alignment: You will create and implement an IT Strategy that accomplishes the customers business goals and increases their profitability.
Contributing to customers strategic IT plan designed to improve the customers IT score over time.
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 managed services to ensure they meet client expectations and contractual agreements.
Act as a liaison between clients and technical teams, translating client requirements into actionable deliverables.
Coordinate with internal teams to ensure timely and quality delivery of services.
Client Onboarding: ?Facilitate and provide oversight to the onboarding process for new MS 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.
Conduct root cause analysis (RCA) for recurring issues and develop mitigation strategies.
Performance Monitoring: ?Monitor and report on service delivery performance metrics.
Identify areas for improvement and implement strategies to enhance service quality and client satisfaction.
Technical Solutions : Ability to articulate, and be in a position to demonstrate, with absolute confidence, technology solutions and services in line with the Ekco technology stack and service catalogue.
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.
Continuous Improvement : Implement continuous improvement frameworks and drive initiatives to enhance the quality of services.
Ensure documentation and processes for service delivery are reviewed, maintained and improved on a continuous basis.
Forward looking to ensure Ekco are ahead of the curve in providing new innovative services and technology solutions to our customer.
Ability to present and sell these opportunities internally Documentation and Reporting: ?Maintain accurate records of client interactions, service issues, and resolutions.
Prepare regular reports for clients service reviews and management.
About You Minimum of 5 + years of experience in Client Success, Service delivery, Account management, or a related role.
Strong understanding of IT infrastructure, cloud services, and structured service delivery methodologies aligned with ITIL.
Proven ability to translate operational requirements into specific executable IT plans at scale.
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