Customer Success Manager

Harmonic Inc. • Denver, CO

1d • $90,000 - $100,000 • Remote

About The Position

A Customer Success Manager (CSM) is a professional who is responsible for developing a positive customer experience and fostering healthy working relationships. They function as a bridge between the support and the sales team. The CSM reports directly to the Customer Success Regional Lead. There are no direct reports to this position. We are looking for a customer success manager who can provide ongoing support to our clients and network with them. The candidate should be able to contribute to building relationships and implementing innovative programs that will increase your business’ revenue potential and minimize churn rates. A Customer Success Manager’s responsibilities include supporting customers as they transition from sales prospects, building close relationships that often last beyond any one project or job-order lasting process ownership with the business itself. Ultimately, Lead the customer interfaces help solving their commercial and technical challenges and ensure their satisfaction while they are an active account with us. You will also collaborate closely with other employees to ensure customer questions and concerns are addressed in a timely manner.

Requirements

• Proven work experience as a Customer Success Manager or similar role, with at least 5 years of expirence.
• Experience working with MSOs and promoting value through customer experience
• Exceptional ability to communicate and foster positive business relationships
• Technical skills required, as they relate to the use of the product or service
• Technical experience in the high-tech industry, preferably within the broadband or telecom industries
• Accountability and personal organization are essential
• Experience in managing a diverse group and training each according to company standards

Nice To Haves

• A communications or marketing degree is preferred

Responsibilities

• Establish clear client retention goals
• Process milestones for the clients and employees to work toward
• Assist customers with setting up and navigating programs or software
• Promote the value of the product
• Upsell services and products with the brand image
• Promote value through customer experience
• Assist in creating training courses and educational materials
• Lead Customer meetings including QBR’s
• Lead & Generate Reports, Quotes, Pricing and Contract renewals
• Maintain & track high score of NPS & CSAT
• Track commercial and technical SLA’s & KPI’s
• Review customer complaints and concerns and seek to improve the customer experience

Benefits

• The actual base salary will vary based on various factors, including market, location, and individual qualifications objectively assessed during the interview process.
• Diversity, Equality, and & Inclusion at Harmonic Inc
• Harmonic is an equal opportunity employer. Qualified applicants will receive consideration for employment regardless of gender, race, color, national origin, ancestry, citizenship, religion, age, physical or mental disability, medical condition, genetic information, pregnancy, sexual orientation, gender identity or gender expression, veteran status, or marital status, or any other characteristic protected by federal, state or local law. In addition, we will provide reasonable accommodations for qualified individuals with disabilities. Additionally, we will make reasonable accommodation to assist a person with a disability in the application process. If you need an accommodation in order to apply for a position, please contact [email protected]

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree