Customer Success Manager (Req #1487)
About The Position
The Customer Success Manager (CSM) manages the customer experience and satisfaction of Services delivery for assigned client accounts and is accountable for the overall service relationship. The role promotes continuous improvement in productivity, service quality, resilience, and customer satisfaction through inventory management, expectation management, and attention to customer account revenue and satisfaction objectives. The CSM builds strategic partnerships with clients, coordinates with internal teams and third-party service partners, oversees customer onboarding and service reviews, advocates for customer needs, and coordinates issue resolution and corrective actions. The role also supports account growth, reconciliation, and change-order activity, while mentoring team members. Customer visits are generally within a two- to three-hour drive; limited overnight, air, or train travel may be required.
Requirements
- Relevant degree and/or professional qualifications.
- Minimum 3–5 years of experience in a client-facing position.
- Experience developing and delivering quality presentations.
- Experience working with or for an IT managed services organization or company.
- Ability to work independently and as part of a fast-paced team environment.
- Strong people management skills and communication abilities.
- Strong client focus and high-level customer service expertise.
- Depth of operational services management expertise.
- Strong development focus.
- Systems and IT literacy, including Networking, Business Communications, Security, Wireless, SAN, and Server Management support.
- Ability to travel to customer sites, typically within a 2–3 hour drive; limited overnight and air or train travel may be required.
Nice To Haves
- ITIL v. 3 Foundations certification.
Responsibilities
- Develop strong relationships and teams with external customers and internal constituents.
- Hold face-to-face client meetings at least every 4–6 weeks and voice communications every 1–2 weeks to ensure alignment.
- Advocate for customer needs and issues across departments.
- Track and communicate customer satisfaction to team members and coordinate recovery efforts when needed.
- Establish trusted strategic partner relationships with assigned clients and drive continued value from products and services.
- Lead and manage quarterly and/or semi-annual service business reviews.
- Coordinate with third-party ePlus strategic annuity services partners on day-to-day issues and service business reviews.
- Coordinate and advocate for customers on difficult issues, including root cause analysis and corrective action plans with engineering operations.
- Welcome clients and serve as a point of contact and coordinator during onboarding.
- Host go-live meetings with new customers and deliver signed start-of-service letters to billing contacts.
- Help customers maintain key information, including contracts, escalation lists, and location information.
- Facilitate communications and handoffs regarding issues and concerns around non-managed services.
- Work with sales teams to maximize account growth opportunities, including identifying upsell opportunities within existing accounts.
- Hand off upsell opportunities to the appropriate Business Development Executive and/or Account Executive for follow-up.
- Provide quarterly account reconciliation data, including change orders and true-ups.
- Provide data supporting quotes and contracting of Change Orders.
- Motivate and mentor team members.
Benefits
- Medical benefits
- Financial benefits
- 401(k) eligibility
- Employee stock purchase program
- Paid time off benefits, including vacation, sick time, and personal leave
- Commissions and discretionary bonuses may be included in the compensation structure
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
