Company Summary
Datum Datacentres (www.datum.co.uk) provides leading-edge carrier and cloud neutral co-location data centres to enterprises and service providers. Launched in 2012, Datum now has an impressive client list located in Farnborough and Manchester and has over 200 clients.
Main purpose of the role
An exciting opportunity has arisen for a motivated and enthusiastic Client Service Manager with an excellent eye for detail to join our team on a full-time basis, based at Cody Technology Park. Hybrid flexible working offered following successful probationary period.
Our service culture (the ‘Datum difference’) is an integral part of our ethos and is at the core of what differentiates Datum from other colo providers. The successful applicant will be responsible for maintaining this client-centric service, while consistently striving for excellence in our client service offering. The role joins an established team and full support, and training will be provided to successfully undertake the role.
Main responsibilities
· Support the business sales process end to end
· Raise, manage & process client orders, upsells, POs and contracts in our CRM, working alongside the sales and technical teams to ensure successful delivery and handover of services against agreed timescales
· Processing and managing service orders with 3rd parties
· Liaising with our finance team in a timely manner to notify any changes to upcoming billing and assisting with any billing queries from clients
· Support Finance team with the debtor process
· Managing contract administration and general communications with clients
· Dealing with client queries, feedback and/or complaints– account, billing, documentation, supplier questionnaires etc
· Support creation of service review documentation and presentations alongside the Service Management team
· Assist with major incident activities where necessary
· Working with the Operations team to proactively drive the process for sending client communications in a professional and timely manner, including maintenance notifications (PPMs) and general site information
· Support Head of Service Management & Group Head of Sales with ad-hoc projects as appropriate
Person
Key to this role is the personality, drive and initiative to take ownership of ensuring accuracy of record keeping in the CRM system. This role is client-facing, so applicants should be personable, friendly, and highly organised. Excellent written and verbal communication, and comfortable with communicating with a varied client base.
· Well-motivated, resilient, and tenacious individual with an eye for detail, while managing a varied and busy workload
· Takes initiative and ensures accuracy in performing assigned tasks is essential
· Team player & relationship builder, both internal and external. The role requires an advocate for both the client and the internal business, representing each at appropriate times to drive stakeholders to reach the common goal
· Understanding of the generic messages surrounding IT and/or co-location selling
· Commercially astute – able to relate to mid-level IT & business functions
· Able to work autonomously and as part of a small team
· Proven experience in delivering high-quality client-centric service
· Good understanding and experience of working with a CRM / business management system
· Good presentation and communication skills, with the ability to retain composure and flexibility under pressure
· Very keen to learn and develop their career, with the ability to develop a good understanding of the Colocation and IT space, and it’s features and benefits
· Excellent IT skills and proficiency in MS Suite, particularly Word & Excel
Advantageous skills
· Project management experience
· Experience in colocation datacentre service management
· Basic understanding of datacentre functions and processes
· Awareness and good understanding of accreditation processes
If you are passionate about providing outstanding service and have the requisite skills, we encourage you to apply for this exciting opportunity as a Client Services Manager.
Position Reports to:
Head of Service Management
Location:
Farnborough office (FRN1) with occasional travel to other sites
Contract:
Permanent / Full Time
Salary: £25000-£30000 including 10% Variable Pay (performance bonus)
Job Type: Full-time
Pay: £25,000.00-£30,000.00 per year
Benefits:
- Company events
- Company pension
- Free parking
- On-site parking
- Private medical insurance
- Sick pay
Application question(s):
- Are you willing to apply for a DBS certificate?
Experience:
- Client Service Management: 1 year (preferred)
Work authorisation:
- United Kingdom (required)
Work Location: In person
