Customer Success Specialist
5 days ago
As a Customer Success Specialist at EXOS your mission is to coordinate client engagements to assure delivery of the committed scope of work by EXOS resources to meet client expectations. This highly visible position is responsible for maintaining and enhancing both our client and consultant relationship and experience with our delivery.
What You Will Do:
Serve as the main driver of the customer engagement team to provide leadership, enhanced client relationship and superior communication to the client, Core Technology leadership and the team
- Through Weekly Status Meetings
- Monthly Client Reviews
- Quarterly Business Reviews
- Internal Planning and Strategy Sessions - Resource Allocations
- Keep the team (consultant, business development, team management) fully updated on all feedback coming from the client and ensure adherence to client expectations (Internal Status Meetings/Reports)
Ensuring the services are implemented and project deliverables have been fully delivered by EXOS, conform to what has been contractually agreed between client as well monitoring the delivery of services against agreed schedule, quality, scope, and budget.
Facilitates resource requests, assists in resource planning and addressing resources performance issues.
Lead regularly scheduled internal project team meetings, status meetings with the customer and document client feedback.
Acting as the escalation point when issues arise with EXOS resources / services and managing any dispute or conflict, ensuring communication with Director and Team Manager to determine course of action:
Working with internal resources within EXOS on project performance (services delivery, progress, etc.).
Communicate additional opportunities that are identified with an engagement to business development and actively assist team in growing the opportunity
When required, produce a project plan based on project size and customer requirements
Participate in the pre-sales cycle with business development to help understand specific requirements when the opportunity is robust to help finalize an engagement.
Act as the primary escalation point with Manager & Sr. Director for any challenges in delivery or the relationship.
Offer guidance and/or mediation in delivery, scope, personnel, operational management challenges and priorities when conflicts arise. The Service Delivery Associate at EXOS plays a crucial role in ensuring that IT services are delivered efficiently and effectively to meet the needs of an organization. Their responsibilities encompass a wide range of activities related to planning, implementing, and maintaining IT services. Here is an overview of the key aspects of their role:
Service Strategy and Planning:
- Alignment with Business Goals: They collaborate with senior management to understand business objectives and align IT services accordingly.
- Service Portfolio Management: They oversee the catalog of IT services offered, ensuring they meet current and future needs.
Service Design and Transition:
- Service Level Agreements (SLAs): They establish SLAs, which define the level of service expected by customers and stakeholders.
- Capacity and Availability Management: They ensure that IT resources are adequately provisioned and available to meet service demands.
- Change Management: They oversee the process of implementing changes to IT services, minimizing disruptions to the business.
Service Operation:
- Incident Management: They are responsible for the timely resolution of incidents, minimizing their impact on business operations.
- Problem Management: They identify and address the root causes of recurring incidents to prevent future disruptions.
- Request Fulfillment: They manage service requests from users, ensuring they are handled promptly and efficiently.
Continuous Improvement:
- Performance Monitoring and Reporting: They track key performance indicators (KPIs) to assess the effectiveness of IT services and identify areas for improvement.
- Service Improvement Plans (SIPs): They develop and implement plans to enhance the quality and efficiency of IT services.
Vendor Management:
- Supplier Relationship Management: They liaise with external vendors and service providers to ensure they meet contractual obligations and deliver value.
Stakeholder Communication:
- Customer Relationship Management: They maintain open and effective communication with customers to understand their needs and expectations.
- Reporting and Documentation: They provide regular reports on service performance and maintain documentation related to IT service delivery.
Technology Evaluation and Adoption:
- Stay Informed: They stay abreast of emerging technologies and evaluate their potential to enhance IT service delivery.
What You Have Done:
The requirements listed below are representative of the knowledge, skills, and/or abilities required to perform each essential duty satisfactorily. We will make reasonable accommodations to enable individuals with disabilities to perform these functions.
Strong presentation, communication, time management, writing and interpersonal skills with clients and EXOS team members
Willingness to travel to client locations (expected travel to be minimal)
Awareness of various technologies including Business Process Analysis, Workflows, Microsoft 365, SharePoint Teams, infrastructure systems (servers, storage and network) and business intelligence solutions.
Strong communication (both verbal and written) skills. Education and/or Experience To perform this job successfully, an individual must have the following education and/or experience.
Bachelors degree in computer science, Software Engineering, MIS or relevant professional
1-3 years of relevant experience or equivalent combination of education and work experience in a technical consulting environment is required.
Should have awareness in both Government and Non-Government customers with exposure to security, development, and service standards such as ITIL, ISO, etc.
Familiarity with project management methods and processes (work breakdown structures, Gantt charts, project management tools, etc.). Certification is not required, but helpful.
-
Customer Success Specialist
7 days ago
Indianapolis, United States EXOS IT Full timeAs a Customer Success Specialist at EXOS your mission is to coordinate client engagements to assure delivery of the committed scope of work by EXOS resources to meet client expectations. This highly visible position is responsible for maintaining and enhancing both our client and consultant relationship and experience with our delivery. What You Will Do:·...
-
Customer Success Specialist
4 days ago
Indianapolis, United States EXOS IT Full timeAs a Customer Success Specialist at EXOS your mission is to coordinate client engagements to assure delivery of the committed scope of work by EXOS resources to meet client expectations. This highly visible position is responsible for maintaining and enhancing both our client and consultant relationship and experience with our delivery. What You Will Do:·...
-
Customer Success Manager
1 week ago
Indianapolis, United States Salesforce Full timeJob Category: Customer Success About Salesforce: We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and...
-
Customer Success Specialist
4 weeks ago
Indianapolis, United States Grundfos Full timeWould you like to work in an international, innovative organization, where we produce high-quality solutions and are constantly looking to enhance existing and develop new offerings? Are you eager to join a professional team and work directly with our customers? Then we have an interesting position in Peerless for you. Peerless Pump Company, a Grundfos...
-
Customer Success Manager, Marketing Cloud
1 week ago
Indianapolis, United States Salesforce Full timeJob Category: Customer Success About Salesforce: We’re Salesforce, the Customer Company, inspiring the future of business with AI + Data + CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and...
-
Customer Success Manager
2 weeks ago
Indianapolis, Indiana, United States Greenlight Guru Full timeJob Title: Sr. Customer Success ManagerAt Greenlight Guru, we're seeking a seasoned Customer Success Manager to join our team. As a key member of our customer-facing organization, you'll be responsible for driving customer adoption, improving client health, and delivering exceptional customer experiences.Key Responsibilities:Manage a portfolio of customers...
-
Customer Success Manager
2 months ago
Indianapolis, United States Modaxo - Elovate Full timeJob Summary: All About Us Elovate, a Modaxo company, leverages data-driven technology to transform traffic management and safety. Our solutions include photo enforcement, violations processing allowing easy management of citations, and advanced analytics that provide insight into resource and operational optimization. Our innovative automated enforcement...
-
Customer Success Manager
4 days ago
Indianapolis, United States Modaxo - Elovate Full timeJob Summary: All About Us Elovate, a Modaxo company, leverages data-driven technology to transform traffic management and safety. Our solutions include photo enforcement, violations processing allowing easy management of citations, and advanced analytics that provide insight into resource and operational optimization. Our innovative automated enforcement...
-
Customer Success Partner
1 month ago
Indianapolis, United States Controlled Holdings Full timeDescriptionCustomer Success Partner Controlled Holdings, an award-winning distributor of HVAC controls, is currently seeking a motivated and customer-focused Customer Success Partner for our Jackson Systems (wholesale) division. If you excel in communication, enjoy solving problems, and have a passion for helping customers, this role offers a great...
-
Customer Success Partner
1 month ago
Indianapolis, United States Jackson Systems Full timeCustomer Success Partner Controlled Holdings, an award-winning distributor of HVAC controls, is currently seeking a motivated and customer-focused Customer Success Partner for our Jackson Systems (wholesale) division. If you excel in communication, enjoy solving problems, and have a passion for helping customers, this role offers a great opportunity to...
-
Customer Success Manager
5 days ago
Indianapolis, United States Covideo Full timeCovideo is seeking a Customer Success Manager (CSM) to join our growing company. The CSM is responsible for managing customer relationships, ensuring customer satisfaction, and driving the successful adoption and optimization of Covideo across customer accounts. As a CSM, you will be the lead point of contact for customer account management, from...
-
Customer Success Manager
1 day ago
Indianapolis, United States Covideo Full timeCovideo is seeking a Customer Success Manager (CSM) to join our growing company. The CSM is responsible for managing customer relationships, ensuring customer satisfaction, and driving the successful adoption and optimization of Covideo across customer accounts. As a CSM, you will be the lead point of contact for customer account management, from...
-
Customer Success Manager
7 days ago
Indianapolis, United States Covideo Full timeCovideo is seeking a Customer Success Manager (CSM) to join our growing company. The CSM is responsible for managing customer relationships, ensuring customer satisfaction, and driving the successful adoption and optimization of Covideo across customer accounts. As a CSM, you will be the lead point of contact for customer account management, from...
-
Customer Success Manager
4 days ago
Indianapolis, United States Covideo Full timeCovideo is seeking a Customer Success Manager (CSM) to join our growing company. The CSM is responsible for managing customer relationships, ensuring customer satisfaction, and driving the successful adoption and optimization of Covideo across customer accounts. As a CSM, you will be the lead point of contact for customer account management, from...
-
Customer Success Manager
1 week ago
Indianapolis, United States Energy Access Inc Full timeCompany Description Energy Access Inc, founded in 1998, specializes in providing state-of-the-art chargers for various applications like medical devices, military equipment, industrial tools, safety, and security devices. Based in Indianapolis, IN, the company's mission is to be a global leader in quality and customer service, striving for innovation and...
-
Customer Success Manager
2 weeks ago
Indianapolis, United States Energy Access Inc Full timeCompany DescriptionEnergy Access Inc, founded in 1998, specializes in providing state-of-the-art chargers for various applications like medical devices, military equipment, industrial tools, safety, and security devices. Based in Indianapolis, IN, the company's mission is to be a global leader in quality and customer service, striving for innovation and...
-
Customer Success Manager
5 days ago
Indianapolis, United States Energy Access Inc Full timeCompany DescriptionEnergy Access Inc, founded in 1998, specializes in providing state-of-the-art chargers for various applications like medical devices, military equipment, industrial tools, safety, and security devices. Based in Indianapolis, IN, the company's mission is to be a global leader in quality and customer service, striving for innovation and...
-
Success Factor LMS Support Specialist
1 month ago
Indianapolis, United States Tata Consultancy Services Full timeJob TitleSuccess Factor LMS Support SpecialistRelevant Experience & Experience Required(in Yrs)5+ yearsSkillsSuccess Factor trained Experienced professional with LMS Module.Understanding of ITIL and AgileAbility to work independently as a self-starter, and within a team environment.Knowledge of SQL and scripting Good communication and presentation...
-
Success Factor LMS Support Specialist
4 weeks ago
Indianapolis, United States Tata Consultancy Services Full timeJob TitleSuccess Factor LMS Support SpecialistRelevant Experience & Experience Required(in Yrs)5+ yearsSkillsSuccess Factor trained Experienced professional with LMS Module.Understanding of ITIL and AgileAbility to work independently as a self-starter, and within a team environment.Knowledge of SQL and scripting Good communication and presentation...
-
Senior Customer Success Manager
1 week ago
Indianapolis, United States Motorola Solutions Full timeCompany Overview At Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We're solving for safer by building the best possible technologies across every...