Customer Success Manager

5 days ago

Salem, United States Worldcom Exchange Inc. Full time

Overview

WEI is a service and solution technology provider that focuses on building quality relationships with clients. Our sales and engineering teams work closely with our clients to optimize their environments and work efficiently by using cutting-edge technologies and best practices. Our clients benefit from our technical talents, value-added services, demonstration labs, knowledge transfer center, integration/testing labs, proof of concept labs and commitment to quality. From solution design through implementation, our sales and technical team will remain focused on providing unwavering support throughout the project.

WEI is your strategic IT partner delivering custom, innovative business technology solutions that deliver real business outcomes.

WEI is looking for a highly driven and motivated individual who is passionate about building strong customer relationships and providing a best-in-class experience. In this role, you will be the trusted advisor and advocate for your customer base. As a Technical Customer Success Manager at WEI, you are the primary point of contact for our portfolio of customer accounts. You will work with stakeholders to maximize the technical and business value of the WEI product offerings. You will be the voice of the customer within WEI and collaborate cross-functionally to communicate customer feedback and enhancement requests. The Customer Success Manager will assist directly with WEI product adoption and optimization, contributing to increased customer retention rates and reducing churn risk.

Responsibilities

Act as the central point of contact between WEI, partners, and our customers to ensure overall success Establish a trusted advisor relationship to ensure requests are prioritized properly for overall customer satisfaction with services Coordinate internal and external meetings to align with contract obligations and SLA's Prepare quarterly SBR's (Strategic Business Reviews) for customer touchpoints to provide insights and reporting for customer feedback, education, and recommendations to save clients time and realize value Develop proactive process improvements, focusing on smarter, more efficient ways to service clients Ensure account issues and incident responses are resolved quickly, leveraging, or escalating to resources as needed Proactively assess, clarify, and validate customer needs and expectations on an ongoing basis to ensure the highest satisfaction levels Develop strong relationships with key stakeholders and executive sponsors to ensure we are adding value by providing solutions that align with customers overall business objectives Drive product adoption, engagement and maintain account health Advocate customer needs and provide feedback internally to inform product vision and roadmap

Qualifications:

6-8 years of experience in technical account management, customer success, or similar technical post-sales, client facing roles MSP program experience such as advocating for client priorities, spotting opportunity for growth and automation while maintaining service level agreements Technical aptitude to understand, learn and identify analytical and technical tasks Experience working with multiple levels of customer stakeholders technical admins, C-level executives, legal, and compliance teams Excellent verbal, writing, presentation, and interpersonal skills Strong analytical and problem-solving skills Strong attention to detail and self-motivated Project leadership experience and strong teaming abilities Experience in building and maintaining strategic relationships through excellent presentation and communication skills with the ability to hold challenging conversations

Education and/or Certifications:

Bachelor's degree in business management, engineering, computer science or related field, or equivalent work experience

EEOC Statement:

WEI is an Equal Opportunity Employer: The Company believes that all persons are entitled to equal employment opportunity. The Company will not discriminate or tolerate discrimination against any employee or applicant because of race, color, creed, religion, genetic information, sex, sexual orientation, national origin, age, status with regard to public assistance, marital or veteran status, disability or any other characteristic protected by local, state or federal law. #J-18808-Ljbffr

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