Customer Success Manager

4 weeks ago

Norcross, United States Stratix Corporation Full time

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 strategic, growth-focused, and results-driven Customer Success Managers (CSMs) to engage, retain, and enable Stratix’s largest customers to fully utilize Stratix’s Services to achieve their mobility business outcomes.


As a CSM, you will drive the tactical success of Stratix customers, taking responsibility for the complete post-sales lifecycle of your portfolio from onboarding and project execution to ongoing support services. Through your partnership, customers will derive maximum value from their investments using Stratix services, leading to project success, retention, and renewal.


The Mission of the Customer Success team is to increase sustainable proven value for both our Customers and Stratix. The Customer Success Team consists of Customer Success Managers (CSM) and Associate Customer Success Managers (ACSMs). CSMs and ACSMs support multiple customers in the Stratix portfolio. This role reports to the Director of Customer Success Management.


Key Responsibilities/Essential Functions

  • Run Customer Success Playbook(s).
  • Drive issue resolution for customers across all day 2 services.
  • Track and monitor account health: concerns expressed via NPS surveys, the possibility of churn, and creation of effective corrective actions.
  • Conduct formal itrac360 (Stratix proprietary asset management software) training for Customer end-users.
  • Be a Subject Matter Expert fully understanding your customer’s SOW, guarantee service level metrics are adhered to and ensuring all penalties and credits are followed from a revenue assurance perspective.
  • Use data analysis skills to measure quantifiable success metrics for your portfolio of customers.
  • Conduct Quarterly Business Reviews with Customers and Internal Business Reviews with Stratix executives.
  • Identify new opportunities within Customer’s mobility ecosystem.
  • Advocate customer needs/issues cross-departmentally.
  • Address high severity requests or issue escalations with speed, efficiency and accuracy.
  • Connect with Customers by exhibiting empathy, listening actively, presenting in an engaging manner, and communicating effectively.



Desired Qualifications:


  • Mobility experience a major plus.
  • Logistics experience a plus.


Requirements:

  • The Customer Success Manager’s minimum requirements are the following:
  • 3+ years of sales business development, customer success, account management experience. Experience in other industries will be considered as well.
  • Analytical and logical ability to understand business workflows and how they map to Stratix services.
  • Thrive in a multi-tasking environment and ability to adjust priorities on-the-fly
  • Ability to deliver results under pressure, work independently, and take ownership of assigned tasks.
  • Customer-orientated approach.
  • Strong team player but still a self-starter.
  • Project management experience a plus.
  • Proficiency in Microsoft Office, advanced Excel skills
  • Salesforce Experience
  • 15% travel
  • Based in Norcross, GA Headquarters



This is NOT a SaaS customer success role.

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