Enterprise Customer Success Manager

2 days ago

Deerfield, United States Meridian IT Inc. Full time

Job Title: Enterprise Customer Success Manager Reports To: Director of Customer Success Location: Flexible For 40+ years, Meridian IT has been helping medium and enterprise businesses solve their complex technical IT problems. Through a unique strategic perspective, deep expertise, and a personalized proactive approach, Meridian IT is the top IT solutions provider in the industry. Offering best-in-class cloud, hybrid, and on-premises data storage solutions, backup and recovery solutions, security solutions, hyperconverged infrastructure, contact center solutions, flexible pricing models and award-winning managed services, Meridian IT works with each client to create a customized plan to help solve their IT obstacles. Meridian IT is part of Meridian Group International, a leading IT service provider and equipment leasing and finance company across 4 continents. Position Summary The Enterprise Customer Success Manager (ECSM) will manage and oversee complex IT environments and is responsible for the efficient workflow of all service delivery teams to ensure optimal performance of IT systems and client satisfaction, ensuring contract renewal. ECSMs require a detailed understanding of technical products and services to coordinate and monitor performance metrics, develop IT plans and strategies in collaboration with other technical staff, and introduce new offerings, processes, and solutions for customer problems and inefficiencies. The ECSM should identify systemic pain points and maximize customer satisfaction by ensuring our services meet business needs. The ECSM will work with the technical team and product management professionals across several business lines to strategically plan for successful deployments and help realize optimal performance and growth by delivering accessible technology solutions, maintaining functional accessibility guidelines, and fostering continuous improvement by tracking business goals, customer satisfaction, and internal efficiency metrics. Duties and Responsibilities Define the program governance structure, which provides program leadership, oversight, and control; Develop a strong understanding of customer needs to maintain all aspects of the business relationship; Effectively communicate customer’s vision, long-term strategies, gaps, expansion opportunities, new projects, ad hoc work, or other information to the Account Manager; Ensure Meridian delivery teams understand customer’s business goals and KPIs for managed services; Oversee service strategies and develop proactive engagement plans to ensure quick and effortless resolution of customer issues and concerns; Manage, monitor, and control work efforts during the program life cycle, ensuring that the output of each component project satisfies its specified requirements; Communicate relevant information, monitor systems integration activities, negotiate deviations in plans, and adjust resources as needed; Develop problem management and service improvement plans; Maintain quality service by establishing and enforcing organization and communication best practices; Gather prerequisite information prior to all meetings; Record, organize, and maintain records for all follow-up activity; Strategize, implement, and oversee customer-specific processes for increased productivity and growth; Analyze customer feedback to identify trends and share feedback with internal Meridian teams to improve customer satisfaction; Take corrective actions to ensure we meet customer expectations; Provide data analytics to relevant management teams; Assist with continuous improvement of Meridian services, processes, offerings, and tools; Perform other duties as assigned. Qualifications and Requirements 3+ years of experience as Enterprise Customer Success Manager or Technical Program Manager; 7+ years of experience in a customer-facing role dealing with escalations, expectation management, and business analysis; Customer Experience Professional or Customer Success Manager certification preferred; Strong analytical skills and broad-based familiarity with building data models, evaluating trends, and identifying areas for improvement; Comfortable utilizing and learning new technologies with a solid understanding of core infrastructure technologies that make up a data center stack (server, database, storage, networking, etc.); Proficient in MS Office (Including Word, Excel, Outlook, Project, PowerPoint, & Visio); Bachelor’s degree in computer science or related field preferred; Excellent written and verbal communication skills; Excellent organizational and problem-solving skills; Effective delegation to manage and minimize risks; Demonstrated commitment to excellence in customer service; Able to break down technical concepts into business terms; Strong team player with emphasis on soft skills and relationship building; Able to manage multiple customers simultaneously and deliver results; Handle multiple priorities and interruptions with minimal impact on productivity; Able to demonstrate a high level of independent judgment and initiative; Can handle confidential information in a professional manner. Meridian Group International, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. #J-18808-Ljbffr

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