Senior Customer Success Manager

Flexential•Denver, CO

4d•$84,000 - $94,000

About The Position

As a Senior CSM, you’ll be the key relationship manager for a book of business holding new and existing complex hosting and colocation customers. Ultimately responsible for customer satisfaction and retention, you’ll achieve this through a variety of touchpoints and activities. From onboarding, to building success plans, proactive outreaches, to running Executive Business Reviews, owning risk mitigation, and everything in between. In order to build deep relationships and understanding of our customer’s desired outcomes, CSMs are engaged in all phases of the customer lifecycle. You’ll work closely with day-to-day personnel up through decision makers and executive level contacts. Internally, you’ll work cross departmentally with sales, support, marketing, engineering, implementation, and more – to ensure our customers achieve success. Your success in the role will come from building relationships internally and externally, strong time management skills, technical acumen (colo, cloud, and networking solutions), curiosity to uncover desired outcomes, educating customers on the Flexential portfolio, and execution against committed success plans. At Flexential, we’re passionate about our customer’s success and constantly elevating the way we help them achieve that. We’re looking for CSMs that are just as passionate about the CX as well as our industry. In return, you’ll find a work environment that is challenging but fun, goal oriented but agile, and most importantly focused on helping YOU be successful.

Requirements

2-3 years of experience in Cloud, Managed Services or Colocation
Experience with interacting with customers at all levels including C Suite
Demonstrated ability to build and develop relationships
Strong written, oral, and presentation skills
Demonstrated technical aptitude and attention to detail
Ability to effectively communicate technical concepts and issues to all levels
Experience with CRM systems
Demonstrated time management ability
Self-directed and self-motivated to problem solve
A willingness to go the extra mile for our customers and develop strong relationships
Ability to adapt and be part of our rapidly growing business
Proficiency with MS Office tools
General statistical analysis and ability to communicate metrics to the business

Nice To Haves

2-3 years of experience directly managing Fortune 1000 customers strongly preferred
Experience working in Gainsight
Understanding of VMware applications
Understanding of DRaaS and BaaS solutions

Responsibilities

Provide oversight and accountability for success during the onboarding phase of new customers as well as existing customers leveraging new services.
Manage a book of business containing advanced customer environments and marquee relationships.
Uncover and document desired customer outcomes for success plan creation.
Train customer on Flexential support tools.
Overall responsibility for customer retention
Understand and advise customers on all relevant Flexential solutions relevant to their needs; including facilitating additional conversations with internal SMEs.
Keep relevant Flexential departments & leaders informed of all customer health/risk concerns including updating customer health scores as well as documenting churn forecasts.
Facilitating problem resolution as first level of escalation for unresolved issues, which include billing and technical support
Maintain regular and proactive contact with customers through value added email outreaches, calls, and/or face to face meetings.
Effectively leverage internal technology to manage touchpoints, view of customer health, and overall management of your book of business.
Regular executive business reviews with customers; including preparing and presenting content appropriate for c-level contacts.
Uncover additional customer needs and work with sales and solution engineers to appropriately solution sell
Assist, direct and maintain open communication with key individuals with the company including sales, marketing, engineering, accounting and operations.
Act as a liaison for your customers on all questions technical, billing, sales, or other.
Ability to guide and advise the customer through the process rather than the customer managing Flexential
Perform other duties as required and assigned.