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Enterprise Customer Success Manager

1 month ago

Deerfield Beach, Florida, United States Meridian IT Inc. Full time
Job Title: Enterprise Customer Success Manager

Meridian IT Inc. is seeking an experienced Enterprise Customer Success Manager to join our team. As a key member of our customer success team, you will be responsible for managing and overseeing complex IT environments, ensuring optimal performance of IT systems, and delivering exceptional customer satisfaction.

The ideal candidate will have a strong understanding of technical products and services, excellent analytical skills, and the ability to communicate effectively with customers and internal stakeholders. You will work closely with our technical team and product management professionals to develop and implement IT plans and strategies that meet customer needs and drive business growth.

Key Responsibilities:

  • Define program governance structure and develop a strong understanding of customer needs
  • Effectively communicate customer's vision, long-term strategies, gaps, expansion opportunities, and new projects to the Account Manager
  • Ensure Meridian delivery teams understand customer's business goals and KPIs for managed services
  • Oversee service strategies and develop proactive engagement plans to ensure quick and effortless resolution of customer issues and concerns
  • Manage, monitor, and control work efforts during the program life cycle, ensuring that the output of each component project satisfies its specified requirements

Requirements:

  • 3+ years of experience as Enterprise Customer Success Manager or Technical Program Manager
  • 7+ years of experience in a customer-facing role dealing with escalations, expectation management, and business analysis
  • Customer Experience Professional or Customer Success Manager certification preferred
  • Strong analytical skills and broad-based familiarity with building data models, evaluating trends, and identifying areas for improvement
  • Comfortable utilizing and learning new technologies with a solid understanding of core infrastructure technologies that make up a data center stack (server, database, storage, networking, etc.)
  • Proficient in MS Office (Including Word, Excel, Outlook, Project, PowerPoint, & Visio)
  • Bachelor's degree in computer science or related field preferred
  • Excellent written and verbal communication skills
  • Excellent organizational and problem-solving skills
  • Effective delegation to manage and minimize risks
  • Demonstrated commitment to excellence in customer service
  • Able to break down technical concepts into business terms
  • Strong team player with emphasis on soft skills and relationship building
  • Able to manage multiple customers simultaneously and deliver results
  • Handle multiple priorities and interruptions with minimal impact on productivity
  • Able to demonstrate a high level of independent judgment and initiative
  • Can handle confidential information in a professional manner