What are the responsibilities and job description for the Client Success Manager position at CSC?
Client Success Manager
Logan, Utah
Monday-Friday, 8am-5pm EST
Hybrid Work Model (3 days/onsite in our Logan office, 2 days/remote)
We are currently seeking a Client Success Manager (CSM) for our Digital Brand Services (DBS) business division. As a CSM in DBS, you will play a key role in delivering exceptional client service by resolving inquiries, troubleshooting issues and providing clear guidance. You’ll work directly with enterprise B2B clients and will partner with our internal teams at CSC to provide support that will ensure our client’s domain portfolios and digital assets are secure. To be successful in this role, a history of providing outstanding B2B customer service and relationship management, comfort working with technology and a basic understanding of how the Internet operates are needed.
What You'll Do For Us:
- Respond promptly and accurately to client inquiries via multiple communication channels such as chat, telephone, and email. Help customers manage a portfolio of domain names and digital assets to help protect and secure our clients' global internet brands.
- Build and maintain client relationships by understanding the unique needs of each client.
- Identify and escalate unresolved or complex issues to the appropriate teams, ensuring follow-up and resolution in a timely manner.
- Be a trusted partner for your clients by developing and maintaining and in-depth understanding of our services
- Assist other teams within DBS with client brand launches and projects, problem-solving, and troubleshooting as needed.
- Understand and strive to meet or exceed metrics that are designed to help us achieve our industry-leading client service support as evidenced by our world-class Net Promoter Score (NPS) results.
- Troubleshoot and resolve customer order requests and enquiries related to domain names, DNS, digital certificates, digital brand management, billing inquiries, and technical problems. Ensure timely and efficient resolutions to maintain customer satisfaction.
What technical skills, experience, and qualifications do you need?
- 3 years B2B Account Management experience
- A history of detail-oriented, multi-tasking in a deadline-driven, dynamic environment
- Excellent analytical and problem-solving skills
- Ability to think proactively and strategically to meet the clients’ needs
- Relentless dedication to outstanding customer service
- Ability to handle escalated client issues with a steady hand
- Excellent communication and organizational skills (verbal and written), as well as ability to think quickly on your feet
- Strong negotiation skills and business acumen
- Quick learner with a demonstrated passion for technology and the Internet ecosystem
- Ability to work as part of a team and collaborate effectively with colleagues
- Multi-lingual preferred, but not required
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