James H.

Technical Customer Success Manager (Cs Lead & Strategy) @Green Custard Ltd

Cambridge, GB

Leading the businesses Customer Success function and strategy, reporting directly to company directors. • Leading the businesses AWS Well-Architected Framework Program ensuring compliance with the program and customer outcomes achieved. • Customer Success Lead working with both UK, and Global clients for an AWS Advanced Services Partner specialising in the Internet of Things.• Working with clients through their project lifecycle ensuring success criteria is met, risks managed and additional opportunities discussed.• Develop and maintain strong relationships with clients to ensure their success and satisfaction with the software and services provided.• Forge close collaborations with multiple AWS teams, cultivating and nurturing robust and synergistic working relationships.• Serve as the primary point of contact for clients, responding to inquiries and resolving issues in a timely and effective manner.• Collaborate with sales, marketing, and development teams to ensure a seamless client experience from initial sale to ongoing support and operations.• Identify and address potential client concerns or issues before they become major problems, proactively seeking feedback and making necessary improvements to the software and services.• Manage and lead the support and operations teams, ensuring that they are delivering high-quality, timely support and maintenance to clients.• Develop and maintain standard operating procedures for the support and operations teams, ensuring consistency and efficiency in processes.• Continuously improve internal processes and workflows to optimise client satisfaction and retention.• Working with other members of the businesses Senior Leadership Team and Directors on new propositions, solutions and go to market strategies to drive growth.• Stay up-to-date with industry trends and best practices, sharing knowledge and insights with the team and clients.

Arden University

Master of Science - MSc

Anglia Ruskin University

Bachelor's Degree (Hons)