Customer Success Manager

SageNet's Corporate Career Center•Tulsa, OK

10d•Hybrid

About The Position

As a Customer Success Manager (CSM) for Managed Network Services & Digital Signage/Experience, you will take ownership of ensuring that customers achieve the highest level of success and satisfaction with our network solutions and digital signage/experience products. You will be responsible for driving monthly revenue retention and growth, cultivating strong relationships with clients, and closely monitoring their service performance and contractual compliance. In this role, you will be the customer’s primary advocate, ensuring they maximize the value of their network services and digital experience solutions while proactively identifying new opportunities to enhance service offerings and prevent potential churn.

Requirements

Bachelor’s degree in Business, IT, or a related field.
Strong understanding of network solutions, digital signage platforms, and their associated performance metrics.
Demonstrated ownership of customer relationships, with a proven track record of driving customer satisfaction and retention in technical services.
Excellent communication and relationship-building skills, with a focus on delivering tailored customer solutions.
Familiarity with CRM/Office tools (e.g., Salesforce, Microsoft Office<Excel/Powerpoint>).
Ownership and Accountability: Take full responsibility for the customer journey, owning outcomes and ensuring the success of managed network services and digital signage deployments.
Customer-Centric Mindset: Focus on delivering outstanding service and value, tailoring network and digital signage solutions to meet customer needs and objectives.
Technical Acumen: Possess a strong understanding of network services, connectivity solutions, and digital signage platforms, allowing for informed conversations with customers and internal teams.
Proactive Problem Solving: Anticipate and resolve network or digital signage performance issues before they impact the customer, offering timely solutions.
Data-Driven Decision Making: Use key performance indicators (KPIs) and analytics to monitor service effectiveness, identify risks, and drive customer success initiatives.
Ability to work in a fast-paced environment and manage multiple priorities.
Positive mindset, fearless to ask questions and push against status quo.
Ability to drive projects to completion on time.
Strong desire to work in a collaborative team-driven environment.

Nice To Haves

SAP, ServiceNow, Smartsheet are a plus.
Experience in a managed services is highly desirable.

Responsibilities

Customer Excellence and Loyalty: Own the customer relationship for managed network services and digital experience solutions, ensuring seamless onboarding, implementation, and ongoing success.
Work with clients to understand their specific needs related to network services, connectivity, and digital signage, tailoring solutions to deliver exceptional outcomes.
Proactively engage with customers through regular check-ins, business reviews, and support, understanding their customers, business, goals and needs.
Advocate for the customer internally, working with technical, product, and support teams to resolve any issues or challenges swiftly & improve process for future.
Continuously gather customer feedback on their digital experiences and managed services, using insights to drive improvements in service delivery and satisfaction.
Anticipating Challenges: Stay ahead of potential customer issues by regularly reviewing data and customer feedback, identifying any red flags that could impact their experience or cause churn.
Solution-Oriented Approach: Quickly identify solutions to challenges that arise, ensuring timely responses and resolutions that maintain customer satisfaction.
Risk Mitigation: Implement strategies to minimize risks related to contract compliance, service adoption, and customer retention, keeping customer needs front and center.
Revenue Retention and Growth: Take full ownership of monthly revenue retention, focusing on reducing churn by addressing customer concerns and ensuring sustained value from network services and digital experiences.
Identify opportunities for upselling and cross-selling additional services, such as upgraded network solutions, enhanced digital signage packages, or advanced features that align with customer goals.
Partner with sales teams to strategically expand existing accounts, ensuring alignment with customer needs and growth objectives.
Monitor service performance metrics (e.g., network uptime, signage engagement) to ensure customers are receiving optimal value and to identify risks that could lead to churn.
Partner with sales, financial, service delivery, and support teams to validate and ensure accurate invoicing, pricing and costing.
Monitoring Performance and Contract Compliance: Track and analyze customer usage of managed network services and digital signage, ensuring full compliance with contractual terms and agreed-upon performance standards.
Data Analysis for Continuous Improvement: Review customer usage and performance data to spot trends, identify challenges, and recommend solutions that improve both performance and satisfaction.
Conduct Quarterly Business Reviews (QBRs) to align customer goals with service delivery, ensuring that contractual obligations are met and providing data-driven recommendations for improvement.
Proactively manage customer contracts, ensuring timely renewals and working with legal and finance teams to address any issues related to contract terms, billing, or payment schedules.
Collaborate with technical teams to address performance issues and ensure high availability and reliability of network services and digital signage systems.
Optimize Processes: Continuously refine and improve customer success processes, looking for ways to enhance onboarding, engagement, and service delivery.
Key Metrics for Success: Revenue Retention: Achieve and exceed monthly/annual retention targets by minimizing churn and driving additional revenue from upsells.
Customer Satisfaction (CSAT): Maintain or improve customer satisfaction and loyalty metrics, particularly around network performance and digital experience outcomes.
Churn Rate: Proactively reduce the churn rate by identifying and resolving issues related to network performance and digital signage effectiveness.
Upsell/Cross-sell Revenue: Drive additional revenue by strategically identifying and closing upsell and cross-sell opportunities for network and digital signage services.