What are the responsibilities and job description for the Customer Success Manager position at Csquare?
About the Position
Csquare is seeking a talented, highly motivated individual to serve as a Customer Success Manager. The mission of the Csquare Customer Success organization is to ensure our customers are receiving the full value from our data center and security offerings. Customer Success activities include ongoing management and oversight of our customers: on-boarding, daily support, product adoption, advocacy, and retention resulting in long term customer partnerships and growth.
Our mission is to create successful long-term relationships with our clients.
Responsibilities
- Handle overall responsibility for managing the customer relationship
- Establish a trusted adviser relationship that works to ensure customer’s overall satisfaction with our services
- Retain and grow business by anticipating customer needs and providing a high level of customer services
- Act as a liaison between product management and the customer with a focus on communicating the Centersquare roadmap
- Develop success plans for customers that outline their critical success factors, metrics for success, potential issues, and provide recommendations
- Prioritize and drive resolution on escalated customer issues
- Leverage customer relationships as needed for prospect references
Experience and Qualifications
- 5 years of experience in a customer facing role in data center colocation and/or managed hosting dealing with larger, complex organizations
- Customer facing services role (consulting or account management) that includes issue resolution and escalation management at both the business owner and executive levels
- Proven ability to retain and grow strategic accounts
- Functional domain expertise with data center colocation, managed hosting and/or information security
- Proven ability to collaborate and build strong relationships with customers, especially at the Executive level
- Excellent verbal and written communication skills, including the ability to chair meetings and host online executive escalations
- Bachelor degree required, business or technical degree preferred
- Excellent organization, time management, and communication skills
- Ability to travel up to 50%
- Passion for customer service
Csquare is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
The employer will not sponsor visas for this role.