Customer Success Manager

** Customer Success Manager (Associate Service Delivery Manager)**

**Job Category****:** Operations **Requisition Number****:** ASSOC005567 Showing 1 location **Job Details**

**Description**

**COME BUILD YOUR FUTURE WITH PRESIDIO**

We know technology is the key to success in a connected world. The innovative solutions we provide our clients can unlock possibilities that transform their business. While technology permits that connection, technology without imagination and ingenuity cannot be effective. At Presidio, we know that its our people that make the connections happen.

You will set your career on track for outstanding achievement with a company that knows no limits. Presidio is a leading IT solutions provider focused on Digital Infrastructure, Business Analytics, Cloud, Security & Emerging solutions.

**THE ROLE: Associate Service Delivery Manager**

Presidio is seeking an Associate Service Delivery Manager to join our team.

The Associate Service Delivery Manager is responsible for developing the Associate Service Delivery Manager role for Presidios DBSS practice. The Associate Service Delivery Manager is responsible for developing and maintaining relationships with Managed Cloud clients, addressing their technical needs, and finding opportunities for expanding the Managed Cloud client base. Besides building strong relationships with customers, SDMs understand the needs and goals of potential future clients and use that to promote Presidios products and services. The SDM owns customer onboarding and lifecycle management, working with other business units to deliver services across Presidios entire portfolio to Managed Cloud customers. A successful Associate Service Delivery Manager aligns Managed Services KPIs and customer outcomes with account management, sales overlays, and regional delivery leadership. A commitment to continuous service delivery improvement and a holistic approach are critical for success. This person should possess:

* Passion for Customer Service

* Ability to quickly learn new technologies

* Proven ability to solve problems creatively

* Excellent analytical skills

**Key Responsibilities:**

* Develop and execute on an operational support strategy that helps our customers continue to grow and be successful on the AWS platform

* Explain transformational concepts to executive decision makers and influence their technology strategy

* Maintain a keen understanding of Managed Cloud Services and how they relate to other services in Presidios service portfolio

* Maintain an understanding of enterprise technology adoption

* Possess exceptional customer focus and a bias for action

* Work vigorously to earn and keep customer trust while communicating a bold direction that inspires results

* Exhibit a passion for operational excellence by solving customer issues while teaching customers to optimize business impact

* Develop and deliver Quarterly Business Reviews to effectively prove the value of Managed Cloud Services quarter over quarter, year over year

* Manage customer onboarding projects for implementation of Managed Services Best Practices and Operational Readiness Requirements

* Manage Well-Architected Review remediation projects for Managed Cloud customers

* Provide the service development team with customer feedback and service performance metrics to help identify potential new features or process improvements

* Ensure that all client records and required documentation is complete, accurate, and maintained throughout the duration of the contract

* Review service failures and confirm appropriate Problem Management actions are being developed and executed

* Develop and maintain customized communication plans for each client. Specific deliverables to include and are not limited to the following:

- Meeting Agendas

- Meeting Minutes

- Task Tracking

- Escalation Tracking

- Renewal Tracking

* Client Contract Profitability, Upsell and Renewal

+ Identify opportunities to increase the amount of services we are providing to our clients

+ Identify opportunities to reduce the cost of the services we are providing to our clients

+ Confirm bills are being properly created, delivered and client is paying as per the terms of the contract

+ Validate, negotiate, and process service credits as required with approval from Sales Management

+ Confirm contract renewal activities are proceeding starting approximately 120 days before the contract end date and escalate all expired contracts to the Sr. Leadership team

* Key Success Metrics

+ Client satisfaction ratings

+ Delivery leadership feedback on the Sr. SDM and associated client relationship

+ Number of QBRs delivered on-time

+ Number of client-initiated Delivery performance escalations

+ Percentage of upsells for which the Sr. SDM identified and drove

+ Percentage of contract renewals

**Required Skills:**

* Bachelor's degree in computer science, business, or a related field, or military or equivalent work expereince

* AWS Certified Cloud Practitioner

* Strong familiarity with project management software tools, methodologies, and best practices

* Strong written/interpersonal and leadership skills

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**#LI-LM1**

**ABOUT PRESIDIO**

***Presidio is committed to Diversity, Equity, and Inclusion at the highest levels and has strengthened its drive to build and drive systemic DE&I change process across all levels of the organization.*** ***Cultivating a culture of inclusion where the expression of all our differences are valued, celebrated, and add to our collective achievements.***

Presidio is a leading global IT solutions provider assisting clients in harnessing technology innovation and simplifying IT complexity to digitally transform their businesses and drive return on IT investment. Our Digital Infrastructure, Business Analytics, Cloud, Security & Emerging solutions enable our almost 7,000 middle market, enterprise, and government clients to take advantage of new digital revenue streams, omnichannel customer experience models, and the rich data insights generated by those interactions.

We serve as an extension of our clients IT teams, providing deep expertise and letting them focus on their core business. Within Presidios 40+ US offices and offices in Ireland, London, Singapore, and India, we support 2,800+ professionals, including 1,600 technical engineers. Presidio is a trusted advisor to our clients on a national level while also bringing our global scale and expertise to bear.

**For more information visit:**

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*Presidio is an Equal Opportunity / Affirmative Action Employer / VEVRAA Federal Contractor. All qualified candidates will receive consideration for this position regardless of race, color, creed, religion, national origin, age, sex, citizenship, ethnicity, veteran status, marital status, disability, sexual orientation, gender identification or any other characteristic protected by applicable federal, state and local statutes, regulations and ordinances.*

*To read more about discrimination protections under Federal Law, please visit:* *(Get Acrobat Reader)*

*If you have any difficulty using our online system and need an accommodation in the job application process due to a disability, please send an email to* *recruitment@presidio.com**for assistance.*

*Presidio is a VEVRAA Federal Contractor requesting priority referrals of protected veterans for its openings. State Employment Services, please provide priority referrals to* *recruitment@presidio.com**.*

***RECRUITMENT AGENCIES PLEASE NOTE:***

Agencies/3rd Parties may not solicit to any employee of Presidio. Any candidate information received from any Agency/3rd Party will be considered a gift and property of Presidio, unless the Agency/3rd Party is an Authorized Vendor of Presidio with an up-to-date Presidio Contract in hand signed by Presidio Talent Acquisition. No payment will be made to any Agency/3rd Party who is not an Authorized Vendor, nor h