Client Success Manager

Nexcess

4d•Hybrid

About The Position

Client Success Managers are responsible for owning the customer relationship through management of the customer activities and engagement models in accordance with their segmentation. The CSM will be an independent decision maker and trusted advisor and primary point of contact for a portfolio of clients, ensuring they achieve success and derive maximum value from our products/services. This role plays a critical part in building long-term relationships, driving customer retention, and expanding account value. Client Success Managers will manage the relationship with key decision makers and stakeholders from their assigned set customer list and, through collaboration between customers and internal teams. They will manage projects and outcomes ensuring the customer receives the optimal experience. This role will report to the Director of Client Success within the Client Service department, Cloud Operations.

Requirements

Bachelor's degree in a related field, or comparable combination of education or relative experience
2+ years proven account management or other relevant experience
Demonstrated ability to communicate, present, and effectively influence at all levels
Experience in delivering client-focused solutions based on customer needs
Proven ability to manage multiple projects at a time while paying strict attention to detail
Excellent listening, negotiation, and presentation skills
Excellent verbal and written communications skills
Knowledge of the web hosting industry, RPM-based environments, basic networking concepts, compute and storage standards, etc.
Technical understanding of preferred in web hosting platforms and applications preferred, including: Server administration (Linux, Windows Server, Apache, Nginx, IIS). Virtualization and containerization (VMware, Docker, Kubernetes). Hosting control panels and automation tools (cPanel, Plesk, WHMCS, Ansible). Databases (MySQL, PostgreSQL, MS SQL). Web applications and CMS platforms (WordPress, Joomla, Drupal, Magento). Networking and security (firewalls, load balancers, VPNs, SSL/TLS, DDoS mitigation).
Strong familiarity with cloud platforms and services (AWS, Azure, Google Cloud, OpenStack) preferred.
Salesforce or equivalent experience
Phone, video conference, and in-person professional “presence”

Responsibilities

Drives the customer to value realization with their products from onboarding through the full lifecycle of the account.
Owns managing retention and revenue increase within existing/assigned account base through cadence meetings, business reviews, and technology assessments.
Executes the delivery of meaningful infrastructure and technology reviews on a client determined schedule
Plans and Facilitates ongoing value realization activities as well as acts as an escalation point on issue resolution for assigned accounts.
Independently makes decisions on escalation and alignment points throughout the organization to ensure customer needs are met.
Accurately and timely documents and communicates risk in assigned accounts
Creates a success plan for each customer and SAVE plans for at risk accounts and drive to completion.
Accurately and timely documents and communicates revenue movement with assigned territory of accounts
Collaborates with the customer to deliver company driven projects that impact infrastructure or performance
Develops and nurtures close relationships with assigned customers in order to advocate on their behalf. Builds alignment between executives.
Ensures high severity requests or issue escalations are resolved to customer satisfaction.
Work cross departmentally to ensure the timely and successful delivery of services meeting to customer needs and objectives
Contributes to campaign and product discussions in order to make sure offerings are relevant to customers by communicating research and client feedback
Communicates with clients via help desk, chat, phones, email, in person, or other client requested methods. Some travel may be required.
Clearly and thoroughly documents all customer interactions