Sr. Customer Success Manager
3 months ago
Job Description: 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, including onboarding, building success plans, proactive outreaches, running Executive Business Reviews, owning risk mitigation, and everything in between. CSMs are engaged in all phases of the customer lifecycle to build deep relationships and understanding of our customer’s desired outcomes. 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. Key Responsibilities and Essential Job Functions 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 customers on Flexential support tools. Overall responsibility for customer retention. Understand and advise customers on all relevant Flexential solutions; including facilitating additional conversations with internal SMEs. Keep relevant Flexential departments & leaders informed of all customer health/risk concerns including updating customer health scores and documenting churn forecasts. Facilitate problem resolution as the first level of escalation for unresolved issues, including 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. Conduct 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 within the company including sales, marketing, engineering, accounting, and operations. Act as a liaison for your customers on all questions technical, billing, sales, or other. Guide and advise the customer through the process rather than the customer managing Flexential. Perform other duties as required and assigned. Required Qualifications 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. Preferred Qualifications 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. Physical Requirements Ability to sit for extended periods of time. Moderate or advanced keyboard usage. Benefits of working at Flexential: Medical, Telehealth, Dental and Vision. 401(k). Health Savings Accounts (HAS) and Flexible Spending Accounts (FSA). Life and AD&D. Short Term and Long-Term disability. Unlimited Paid Time Off (PTO). Leave of Absence. Employee Assistance Program. Wellness Program. Rewards and Recognition Program. Benefits are subject to change at the Company’s discretion. EEO Statement: Flexential is proud to be an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions at Flexential are based on business needs, job requirements, and individual qualifications, without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. #J-18808-Ljbffr
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