System C

Customer Success Manager

• Shape and deliver a consistent customer engagement framework across product sets and customer segments, ensuring customers get maximum value and a high-quality experience across all touchpoints
• Lead a high-performing Customer Success team (including Regional Service Delivery Managers), act as a senior escalation point, and partner closely with Support, Support Operations, Product, Account Management, Commercial and Implementation teams
• Own and deliver the Customer Success strategy aligned to a centre for customer excellence
• Build a structured engagement model: success planning, outcome tracking, service reviews, executive relationships and advocacy
• Lead and develop teams with clear accountability, performance standards and coaching
• Drive adoption and retention using data-led insight (dashboards, reporting frameworks, trends and themes)
• Own and improve customer satisfaction metrics (including NPS) and feedback loops
• Champion the customer voice internally to influence product usability, roadmap priorities and service improvements
• Ensure strong CRM hygiene, consistent playbooks and governance aligned to public sector expectations

Head of Customer Success

Operations

• Define and deliver the support operations strategy
• Act as the operational escalation point for complex or systemic issues
• Ensure the function is efficient, high-quality and measurable
• Own and deliver the Support Operations strategy aligned to organisational objectives
• Drive service excellence and continuous improvement across support functions
• Build robust dashboards and executive reporting across KPIs
• Translate operational data into actionable insight for senior stakeholders
• Support forecasting models for volumes, resourcing and capacity planning
• Own and optimise the support technology stack
• Evaluate AI options with Technical Support Operations
• Embed quality assurance, knowledge management and feedback loops
• Lead and develop the Support Operations team

Head of Support Operations

Analyst

• Turn operational data from support tools and ticketing systems into actionable insight.
• Build, maintain and improve dashboards and performance reporting (e.g. Power BI / Tableau).
• Produce regular KPI reporting, including: SLA performance, response/resolution times, first contact resolution, backlog volumes and ageing, and CSAT metrics.
• Automate reporting where possible to improve consistency and efficiency.
• Deliver trend and root-cause analysis, translating complex data into practical recommendations.
• Support forecasting and capacity planning through modelling and scenario analysis.
• Improve data integrity and reporting reliability by identifying gaps and strengthening data capture standards.

Data Insight Analyst

Business Operations

• Lead, coach and develop the Business Systems team, creating clarity on ownership, standards and ways of working
• Build a culture of accountability, collaboration and continuous improvement, supporting the team to thrive in a fast-changing environment
• Own BAU service performance across business systems: availability, reliability, and compliance with SLAs/OLAs
• Define, track and actively manage team KPIs (incident volumes, time to resolution, service health, user experience)
• Ensure strong incident, request and problem management, driving root-cause elimination and preventing repeat issues
• Manage vendor performance, contracts and licensing, holding suppliers to account while keeping relationships constructive
• Govern change activity (upgrades, releases and integrations) to minimise risk to live services
• Ensure systems operate securely and compliantly, supporting audit and data governance requirements
• Provide clear reporting to senior stakeholders on system health, performance trends, risks and improvement plans

Business Systems Manager

Project Manager

• Run the PMO: standards, gating, controls and continuous improvement.
• Build utilisation, performance and benefits reporting; produce board-level MI and minutes/actions.
• Drive portfolio planning, dependency/risk management and resource forecasting.
• Challenge financial variances, support business cases and assure delivery milestones.
• Coach, support and upskill PSOs and delivery leaders; champion lessons learned.
• Maintain high data quality across tools to enable predictive analytics and early-warning insights.

Head of Customer Success

Head of Support Operations

Data Insight Analyst

Business Systems Manager

Head of Project Management Office