Customer Success Manager

CompuNet, Inc.•Meridian, ID

12d

About The Position

CompuNet values its people more than any other asset—and realizes the contributions made by each employee are a reflection of their education, experience, certifications, expertise and passions. We strive to take care of each other, do the right thing and help our customers succeed. We work to build lasting relationships and are proud that our customers across many industries see us as a trusted advisor. Putting the customer at the center of every engagement, our mission is to design, test, deploy and support the right IT solutions for every customer. We offer a generous total compensation package for our employees, including competitive wages, medical, dental, vision, PTO, company-matching retirement plans, profit-sharing and more. CompuNet is looking for a service-oriented Customer Success Manager to carry out the vision and strategy for the voice of the customer and deliver a meaningful and differentiated customer experience. As a Customer Success Manager, you will work with both internal and external customers. You will execute excellent customer service to ensure a successful customer experience and develop best practices for customer engagement across all areas. The goal is to ensure that customer value is maintained to the standards set forth by CompuNet’s customer-focused culture.

Requirements

Proven work experience in Customer Success
Possess strong presentation skills
Demonstrable ability to build strong, collaborative business relationships
Proven experience assisting customers via phone, live chat, and email
Active listener with excellent communication skills
Ability to create positive internal and external customer experiences
Sound judgement and critical thinking
Exceptional organization skills with the ability to effectively prioritize and execute tasks

Nice To Haves

Familiarity with Value Added Resellers is a plus

Responsibilities

Represent the voice of the customer throughout the lifecycle, ensuring alignment through research and feedback.
Monitor and report on product lifecycle consumption and activities to ensure ongoing customer success and value realization.
Promote a customer service mindset across the company and encourage open feedback among all business units.
Work closely with Sales to develop engagement processes and partner with Engineering to achieve strategic goals.
Collaborate with cross-functional teams to understand challenges and shape the customer experience strategy.
Guide investment in customer service by developing and executing a multi-year growth strategy.
Set and uphold standards for customer service in both internal and external communications.
Navigate customer support tools, measure KPIs, and manage reporting to drive results.
Own and refine communication procedures, guidelines, and policies to ensure best practices for CompuNet.
Maintain accurate records of customer interactions, inquiries, concerns, and resolutions, using data to inform future investments.