Customer Success Manager
2 days ago
CruiTek, LLC is seeking a highly skilled Customer Success Manager to drive all aspects of the Managed Services customer relationship. As a key member of our team, you will be responsible for coordinating the interaction of key customers with the Managed Services team and Service Desk.
Responsibilities:- Act as a customer advocate and drive customer satisfaction.
- Results driven and customer focused, with a strong ability to manage change and engage team members.
- Primarily responsible for ensuring that customer Service Level Agreements / Service Level Objectives are met.
- Grow existing contract values by cross-selling and up-selling existing contracts.
- Build a strong relationship with key customer staff, client director team, and Managed Services teams and management.
- Ensure reports are provided to an agreed schedule or on request, including incident management, account performance, and service unit billing reports.
- Lead onboarding activities for new Managed Services customers.
- Set expectations of service quality, availability, and timeliness with the client.
- Drive process improvements that increase customer satisfaction.
- Work with the client and Managed Services teams to identify and manage service improvement activities.
- Translate and drive prioritization of customer requirements into service and project requests.
- Be an active member of the change advisory board and ensure all changes are assessed, approved, communicated, implemented, and reviewed in a controlled manner.
- 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.
- Assist with the development and improvement of the services organization.
- Lead and manage recurring Technical Assessments.
- Participate in business reviews with the customer and the sales team.
- Support and conduct self in a manner consistent with customer service expectations.
- Manage Root Cause Analysis and process and participate in Priority events as needed.
- Good understanding of IT Service Management processes and procedures.
- Good understanding of IT Project Management principles and techniques.
- Good ability to manage change and engage team members.
- Good ability to provide direction and leadership to others.
- Good facilitation and communication skills.
- Excellent presentation skills.
- Ability to manage and escalate client issues.
- Ability to react and adjust priorities of tasks.
- Comfortable in communicating and interacting with C-level customer stakeholders.
- Proficient in MS Office.
- 2-4 years of relevant IT Service Account Management experience.
- ITIL Foundation Certification desired.
- PMI Project Management Professional (PMP) certification is a plus.
- ServiceNow experience is a plus.
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