Major Customer Success Mgr

Uniti

About The Position

Uniti is a premier insurgent fiber provider dedicated to enabling mission-critical connectivity across the United States. With a steadfast commitment to customer service, operational excellence, and superior network capabilities, Uniti builds, operates and delivers critical fiber-based communications services to connect and empower people and businesses.

Requirements

Bachelor’s degree and 9+ years professional level related experience or an equivalent combination of education and professional related experience.
3-4 years customer relationship management experience
Experience in the technology or telecom sectors
Track record of cross-disciplinary team collaboration, influencing and effective stakeholder management
Ability to build compelling product use cases.
Ability to effectively resolve complexity and overcome roadblocks to achieve tangible outcomes.

Nice To Haves

Customer relationship skills and a solution focus
Experience in expanding adoption at enterprise customers
Understanding of value drivers in recurring revenue business models
Understanding of the SD-WAN and UCaaS product suites and roadmap
Data and technology orientation
Technical ability to speak to customers.
Cross-disciplinary collaboration skills
Engineering or Business Degree with 5+ years of related experience.

Responsibilities

Establishes and builds customer relationships and promotes customer adoption of our products & solutions.
Assures customers are satisfied with services and are realizing the value of their investment in Uniti.
Proactively engages customers to provide product and feature updates, helps customers increase usage of product features, facilitates product training, and identifies opportunities to deepen and expand customer relationships based on real-time insights into customer needs.
Orchestrates issue resolution on behalf of the customer and is often the primary point of contact working with other teams behind the scenes to deliver on the customer’s promise.
Plays a key role in migrating customers to advanced access methods and driving increased uptake of SDWan and UCaaS through a solution focused mindset based on a deep understanding of a customer's unique technical requirements and needs.
Partners closely with Enterprise Sales Executives within their shared geographic region.
Co-develops customer plans and prioritizes opportunities with the Sales and Customer Success team.
Proactively engages Elite and Enterprise accounts and develops compelling solution use-cases.
Executes customer check-in schedules to ensure the right solutions are top of mind.
Collaborates with Sales Executives on defining the strategy and vision for key customers.
Builds a deep understanding of customer needs and challenges and how Uniti's products can add value to the customer.
Nurtures and supports customers through regular proactive engagement.
Conducts regular customer check-ins to build trust, introduce products and features, intervene where there are issues, and consistently achieve high customer satisfaction.
Articulates compelling product opportunities based on a deep real-time knowledge of the customer technical environment and unique issues.
Initiates opportunities and partners closely with Sales to ensure the Sales Executive is appropriately positioning such opportunities to drive tangible business value for the customer.
Partners with Elite Care and Service Delivery to prioritize issues.
Addresses the root cause of problems to improve the customer experience.
Monitors customer health indicators and builds personal relationships with customer stakeholders to flag and preempt issues before they put the customer relationship at-risk.
Partners with Access Ops teams to prioritize advanced access conversions.
Builds logical product progression perspectives to ensure high rates of migration to advanced access and uptake of strategic products.
Increases customer awareness of the benefits of conversions and facilitates the customer journey through the migration process.
Provides product training to customer users and addresses issues that limit the number of users while monitoring customer satisfaction.
Delivers on core Customer Success business KPIs.
Drives high feature adoption and product usage.
Delivers against time-to-first value targets.
Drives high customer health scores.
Maximizes customer lifetime value and consistently translates customer knowledge into opportunities to deepen and expand the customer relationship.