Customer Success Manager

2 days ago

Richmond Heights, Virginia, United States CruiTek, LLC Full time
Job Title: Customer Success Manager

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.
Qualifications:
  • 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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