Description

JOB SUMMARY

As a Customer Success Manager, you will be responsible for building and maintaining strong relationships with our customers, understanding their business needs, and providing them with the necessary support to ensure their success.

DUTIES AND RESPONSIBILITIES:

• Own the overall relationship throughout the customer journey from On-Boarding to renewal, creating high levels of customer satisfaction.
• Establish a strategic and trusted advisor relationship to drive adoption, expansion, and retention.
• Serves as the day-to-day contact for assigned accounts, responding promptly to customer inquiries, issues and resolves complaints in a timely manner.
• Works proactively in their role to better the customer experience.
• Advocate for the customer across multiple departments including Sales, Finance, Service Delivery, and Customer Support.
• Collaborates with customers to design technology roadmaps and budgets for predictive annual technology spend.
• Works directly with customers and with the sales team to identify and/or develop upsell opportunities.
• Conduct business reviews and monthly touch points with customers, collaborating with sales or other key functional areas as needed.
• Effectively builds partnerships with internal teams and stakeholders.
• Works to achieve set Key Performance Indicators (KPIs) and Customer Health.
• Promotes company culture and vision.
• Performs other duties as required to support the success of the customer experience

Qualifications

Education: College degree preferred or equivalent experience

Experience:

• 2-5 years’ experience in a Customer Success or Technical Account Management role preferred.
• Experience with SaaS Licensing desired (Azure, M365/O365, VoiP)
• Managed IT and/or Unified Communication experience desired.

Skills:

• Self-starter and quick learner with a strong desire to work in fast-paced environment where every day is a challenge.
• Ability to keep calm under pressure.
• Must be a team player.
• Ability to problem solve and operate independently.
• Organizational skills with the ability to multi-task and adapt as priorities change.
• Strong interpersonal skills with the ability to communicate effectively with a variety of personalities.
• Proficiency in Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook.
• Eligible to work in the United States without sponsorship
• Must be able to pass a background check and drug screening.

Physical Demands: Ability to lift, push, and pull 30 pounds

Work Environment: Office setting, remote work and on-site at client locations

Travel Required: 25-50% local travel – Must maintain a valid driver’s license