Customer Success Manager
1 month ago
What are we looking for:
Exceptional customer skills. Has a higher workload. Can accept, plan, and execute large projects as well handle multiple types of customer problems. Can translate customer requirements and issues into action plans. A CSM is regarded as an advisor to the customer and can work in a crisis situation. Mentors team members. Demonstrates a knowledge of corporate organization and policies. Demonstrates business, and program functional knowledge at the expert level. Demonstrates administrative or operations knowledge. Demonstrate skills in project management, analysis, communication, scheduling, controlling and presentation. Demonstrates broad knowledge of corporate policies, products, markets, and processes, as well as an understanding of business management principles and practices. Demonstrates skills in management, planning, problem solving, innovation, analysis, communication, and negotiation.
What you'll do:
Customer Success Manager (CSM) - Key value to Customer is as a management partner with the Customer and an integral part and extension of the Customer's IT management structure. Partners with the Customer to utilize industry best practices (ITIL/ITSM) to ensure that the team works with the Customer's IT service management team to help ensure that all other members of the service delivery team are fully knowledgeable about the Customer's critical IT services and business objectives. Promotes customer satisfaction within team, prevents customer dissatisfaction issues from occurring, and follows up on any satisfaction issues that arise. Builds positive working relationships with all members of the team. Leverages experience and knowledge through information sharing. Responsible for the overall delivery of the Service solution. The CSM is the Customer's single IT management focal for all service-related issues, technical escalations and customer integration actions. The CSM serves as the customer's single point of contact for all service issues and actions and is the customer's remote service advocate within company.
Effective at establishing overall goals, developing CSP (Customer Success Plans), and action plans to achieve results, has a keen sense of what, when and how to communicate information to management and peers and the actions taken and possible solutions. Provides direction and leadership to the support team and peers based upon organization vision and strategic direction. Strives to make continuous improvements to key processes, seeks to meet business objectives while contributing to the overall success of the department/organization. Holds people accountable to meet organization goals, meets goals set for Performance Management Initiative, motivates, and recognizes individuals within team.
Responsibilities also include resource and business management to annual plan of record and, in conjunction with, Global Solution Centers, Onsite Delivery, and direct line organization, ensures Customer Satisfaction with support/services delivered by Services.
Acts as Escalation Manager - handles all team escalations. The CSM is responsible for communicating and coordinating with the Customer during the engineering referral process. The CSM is further responsible for keeping the Customer aware of all activities, milestones, and decisions necessary for their covered IT environment and solution resolution. During an engineering elevation, responsible through the problem resolution process, and culminates when the Customer's situation is resolved. Responsible for all service-related issues, if necessary during outage situations, the CSM will coordinate and manage the Action Plan for the activities, service event management, process flows and administration. Ensures that the support Service is delivered in conformance to the declared deliverables, management of scope of services, responsible for service procedures, coordinates closely with internal organizations (field delivery and engineering organizations as necessary). Responsible for and conducts the Quarterly Service Review with the Customer or defined review times. Responsible for statistical analysis and trending in conjunction with the proactive services and Quarterly or Monthly Service Review.
What you need to bring:
Min 3-5 years recent experience with Customer Success with high touch engagements.
A professional degree or equivalent experience and 5+ years related experience.
Basic knowledge of one or more of the following technologies: Wireless, Networking, Cloud, Customer Success tools.
Intermediate level skills with Microsoft Office applications including EXCEL and Outlook
Demonstrated English verbal, written, and typing skills.
Demonstrated ability to understand and communicate effectively with a customer at a low technical level and high management level
Team player and mentor
Account management skills are preferred
Demonstrated Program Management skills and high organizational skills required, PMP certification desired.
ITIL/ITSM certification desired.
Professional degree or certification combined with related experience highly desired. Applies advanced subject matter knowledge to complex business issues. Frequently contributes to the development of new ideas and methods. Works on complex problems/projects where analysis of situations or data requires an in-depth evaluation of multiple factors. Exercises significant independent judgment within broadly defined policies and practices to determine best method for accomplishing work and achieving objectives. Leads and/or provides expertise to project teams and may participate in cross-functional initiatives. Provides direction and guidance to process improvements and establishing policies. Frequently represents the organization to external customers/clients.
Good at partnering, innovating, and making things happen? Good start, you are aligned to our core values
Holding a Bachelor or master degree in Computer Science, Computer Studies, Information Security (or equivalent combination of education and experience)
Experienced in working in a risk management, audit, security or technical delivery role able to work self-motivated in diverse, multi-national and virtual environments
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