What are the responsibilities and job description for the Customer Success Manager position at Stratix Corporation?
Stratix Corporation is the trusted advisor for many industry-leading global enterprises, offering the most comprehensive managed services portfolio to help companies operationalize and realize the full value of their mobile investments. Our passion is partnering with businesses to operationalize their mobile investments with high-value services that drive competitive differentiation.
Position Summary
Stratix thrives on the success of our customers, and we are looking for a strategic, growth-focused, and results-driven Customer Success Manager (CSM) to engage, retain, and enable Stratix’s largest customers to fully utilize Stratix’s Services to achieve their mobility business outcomes.
As a CSM, you will drive the tactical success of Stratix customers, taking responsibility for the complete post-sales lifecycle of your portfolio from onboarding and project execution to ongoing support services. Through your partnership, customers will derive maximum value from their investments using Stratix services, leading to project success, retention, and renewal.
Key Responsibilities
- Run Customer Success Playbook(s).
- Drive issue resolution for customers across all day 2 services.
- Track and monitor account health: concerns expressed via NPS surveys, the possibility of churn, and creation of effective corrective actions.
- Conduct formal itrac360 (Stratix proprietary asset management software) training for Customer end-users.
- Be a Subject Matter Expert fully understanding your customer’s SOW, guarantee service level metrics are adhered to and ensuring all penalties and credits are followed from a revenue assurance perspective.
- Use data analysis skills to measure quantifiable success metrics for your portfolio of customers.
- Conduct Quarterly Business Reviews with Customers.
- Identify new opportunities within Customer’s mobility ecosystem.
- Advocate customer needs/issues cross-departmentally.
- Address high severity requests or issue escalations with speed and efficiency .
- Connect with Customers by exhibiting empathy, listening actively, presenting in an engaging manner, and communicating effectively.
Job Requirements
- 3 years of sales business development, customer success, or account management experience.
- Experience with Salesforce or other Force.com platforms.
- Analytical and logical ability to understand business workflows and how they map to Stratix services.
- Customer-orientated approach.
- Proficiency in Microsoft Office, advanced Excel skills
- Ability to multitask and prioritize.
- Fortune 1000 Customer facing experience preferred.
- Ability to deliver results under pressure, work independently, and take ownership of assigned tasks.
- Project management experience a plus.
- Strong team player but still a self-starter.
- Thrive in a multi-tasking environment and ability to adjust priorities on-the-fly.
- 15% travel
Work Environment:
This position is based in Norcross, GA, and requires candidates to work onsite 5 days per week. Candidates should be local to the area as this is not a remote position.