![Stratix Corporation](https://media.trabajo.org/img/noimg.jpg)
Associate Customer Success Manager
2 months ago
Stratix is the premier mobile technology specialist in the United States, catering to enterprises, educational institutions, and healthcare providers. With over four decades of industry-leading expertise, we prioritize service excellence and quality, ensuring that our mobile solutions are seamless, accessible, and cost-effective for our esteemed clients.
Position Summary
Stratix thrives on the success of our customers, and we are looking for a customer obsessed, Associate Customer Success Manager (ACSM). We need energetic, growth-focused, and results-driven teammates to engage, retain, and enable Stratix’s enterprise customers to fully utilize Stratix’s Services to achieve their mobility business outcomes. We need a smart, roll-up your sleeves, “anything to get the job done” problem solvers who are looking to make an immediate impact and grow within our rapidly expanding company.
Job Responsibilities
- Support Customer Success Manager (CSM) / Senior CSM on enterprise accounts.
- Independent ownership of medium to small accounts.
- Track and report on contractual SLAs, including MOC and LCM incident rates and any potential overages.
- Host regular cadence customer calls.
- Spearhead internal service calls to ensure service has what they need to move devices through service into Spare Pool.
- Evaluate and prioritize customer issues and queries to better serve the customers and drive issue resolution.
- Conduct end user training in Stratix’s proprietary asset management software (itrac).
- Host Quarterly Business Reviews with Customers.
- Build strong Customer relationships by exhibiting empathy, listening actively, presenting in an engaging manner, and communicating effectively.
- Play a key role working with the Customer Success team to create and maintain a culture of data-driven continuous improvement.
- Offer complete and timely explanations to customers throughout the incident resolution process and ensure that customers’ staff fully understand issue, its resolutions and means for prevention.
- Build solid partnerships across the organization and work collaboratively with other teammates to advocate on behalf of customer needs/issues cross-departmentally.
- Develop expertise in Stratix services in order to provide expert solutions to complex customer problems in a timely manner.
Job Requirements
- BA/BS Degree required
- 1+ years of experience in a data analysis and/or customer facing role
- Proficiency in Microsoft Office, expert Excel skills essential including but not limited to VLOOKUP/XLOOKUP, Pivot, Build charts/graphs and data massaging
- Analytical and logical ability to understand business workflows and how they map to Stratix services.
- Excellent written and verbal communication skills and the ability to persuade with data
- Exceptional time management, prioritization, and multitasking skills and ability to adjust priorities on-the-fly.
- Ability to function well in a fast-paced, informal environment where constant change is the norm, the bar for quality is set high, and a can do attitude is a must.
- Continuous improvement mindset with internal/external customer-centric approach.
- Ability to take ownership, be accountable, and receptive to coaching but also work independently, with a willingness to offer solutions to business challenges.
- Logistics experience with Oracle and ServiceNow systems preferred
- Creative, positive, and high-energy individual with hands-on mentality
- Stratix is based in Norcross, GA
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