Customer Success Manager

2 weeks ago

Young America, United States Exiger Full time
Job Title: Customer Success Manager

Objectives of this Role:

Converge is seeking a self-motivated Customer Success Manager experienced in managed services. The CM role is responsible for a portfolio of customer accounts and governance of delivery as determined by the contract within the MSP team.

The CM plays a critical and pivotal role as: Planner, Coordinator, Monitor, Negotiator, Communicator, Analyzer, Tactician, Statistician, Listener and Customer Service Expert.

Responsibilities:
  • Primarily responsible for ensuring that customer Service Level Agreements / Service Level Objectives are met.
  • Responsible for coordination of renewing MSC contracts starting 90 days prior to renewal.
  • Grow existing contract values by cross-selling and up-selling existing contracts.
  • Set expectations of service quality, availability, and timeliness.
  • Build a strong relationship with key customer staff.
  • Ensure reports are provided to an agreed schedule or on request, including incident management, account performance, and service unit billing reports.
  • Participate in onboarding new clients, and ongoing customer review meetings.
  • Set expectations of service quality, availability, and timeliness with the client.
  • Execute mechanism to gauge customer satisfaction.
  • Create and share reports on customer satisfaction, contract retention and revenue growth.
  • Work with the client and service delivery teams to identify and manage service improvement activities.
  • Translate and drive prioritization of customer requirements into service and project requests.
  • Report, communicate, and update relevant stakeholders on service operations.
  • Understand and be aware of the application of hardware and software technologies (and changes) relevant to customer environments.
  • Work with Marketing Department to create customer success stories and references.
  • Assist with the development and improvement of the service delivery organization.
Qualifications:
  • Bachelor's degree (or equivalent experience).
  • 5+ years' experience in Service Delivery Management or Project Management in a multi-customer environment.
  • High level of oral and written communication skills to communicate effectively with colleagues and stakeholders.
  • Experience working in an ITIL environment; ITIL v3 Foundations Certification preferred.
  • Understanding of or experience with project management; PMP Certification preferred.
  • Knowledge and experience of managing processes, teams, and personnel.
  • Display and apply knowledge of technologies including compute infrastructure, networking, and server visualization.
  • Proficient at organizing documents and prioritizing work.
  • Sales / account management / customer service skills.
  • Ability to think and act both strategically and tactically.
  • Relationship management and conflict resolution skills.
  • Self-motivated; ability to work under minimal supervision.
Skills:
  • Analytical, relationship builder, change advocate, diplomacy, self-starter, planning and organization skills.
  • Integrity, enthusiastic, respectful, accountable, achieves excellence, and consistently delivers quality service to team members and customers alike.
  • focus on timely and quality work and superior customer satisfaction


Converge Technology Solutions 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.

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