Customer Success Manager

Customer Success Manager (CSM) will manage the lifecycle activities of the Day-2 long-term network, UC, and/or Microsoft support engagements of the clients,This position is primarily responsible for client satisfaction and for the success of the client’s journey with our client.  The CSM’s main role is to be the client’s advocate and trusted advisor. Based on CSM’s observations of their clients and/or industry trends and best practices, CSM will also provide input into internal improvement initiatives.

Responsibilities:

• Serve as a non-technical business hours escalation point for Managed Services clients
• Prepare and conduct Quarterly Business Review (QBR) with the client
• Analyze data and ticketing information periodically to determine larger-picture issues
• Leverage findings to provide recommended changes to client and/or internal team(s)
• Provide Issue resolution and risk mitigation
• Continuously focus on methodologies & process improvement
• Collaborate with and support the account team
• Evangelize our services value-add
• Good understanding of the our client Services Portfolio and Managed Services Offering
• Lead and participate in internal CS initiatives
• Build, develop, and maintain OEM relationships as needed
• Build relationships with appropriate Client individuals and teams

Qualifications:

• Bachelor’s Degree or equivalent experience
• ITIL certification(s) preferred but not required
• 5+ years of relevant business experience (Client Success, Customer Service, Project/Program Management, Account Management, or similar)
• Excellent written and verbal communication skills

• Strong customer facing & presentation skills
• Ability to collaborate and influence
• Strong relationship-building abilities
• Excellent understanding of financial practices
• Strong problem-solving skills with the ability to implement change
• Skillful conflict management and conflict resolution
• Strong Customer Service skills
• Issue resolution and risk mitigation experience
• Thought Leadership ability
• This is a remote position, but periodic travel (up to 25%) might be required