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Client Success Strategist

2 months ago

Los Angeles, California, United States Presidio Full time
JOIN A DYNAMIC TEAM AT PRESIDIO

Presidio is at the forefront of a technology-driven revolution, reshaping the way businesses operate for our clients and their customers.

By becoming a part of Presidio, you will immerse yourself in a culture filled with proactive individuals, collaborators, and innovators dedicated to making significant, lasting impacts in the marketplace through advanced technology and business solutions.

WHY CHOOSE PRESIDIO? Align your career with a company that is committed to exceptional achievement and limitless potential.

Presidio stands as a premier global provider of digital services and solutions, specializing in Digital Infrastructure, Business Analytics, Cloud, Security, and Emerging technologies.


ROLE OVERVIEW:
Customer Success Manager
Position Summary
The Customer Success Manager (CSM) at Presidio serves as a pivotal link between internal teams and external clients.

The CSM collaborates with Presidio's sales, delivery, and operational teams, along with customers and manufacturing partners, to enhance the customer experience by aligning business objectives with Presidio's services and solution frameworks.

Key Responsibilities:

  • Actively participate in Presidio's account and service teams, focusing on Adoption & Expansion Services.
  • Lead long-term strategies for the adoption and expansion of software subscriptions across Presidio's customer base, conducting regular Business Reviews.
  • Drive lifecycle adoption services to assist customers in realizing their anticipated ROI from software investments.
  • Facilitate forward-looking Solutions Planning to enhance operational readiness and performance.
  • Ensure quality relationships in close collaboration with Presidio Sales and Service Delivery teams.

Travel Requirements:
This role involves minimal travel, approximately 20% for team engagements.

Specific Duties Include:

  • Oversee the onboarding of customers to Presidio and partner tools for software and lifecycle management.
  • Maintain expertise in subscription software options and provisioning processes.
  • Document workflows for provisioning and lifecycle management, identifying areas for improvement.
  • Manage escalations related to software products and customer adoption.
  • Enhance service adoption to achieve high renewal rates, referrals, and expansion opportunities.
  • Engage account teams proactively ahead of subscription renewals.
  • Ensure consistent engagement with customers throughout the project lifecycle to maximize the use of all solution features.
  • Develop strategies for customer adoption and address any obstacles to success.
  • Identify cross-sell and upsell opportunities and collaborate with account teams.
  • Innovatively engage customers through the creation of new adoption methods and service offerings.

Immediate Focus Areas:
- Onboarding, renewal, and adoption of Cisco Collaboration Flex and Webex Subscriptions.
- Smart Licensing onboarding and adoption.
- Cisco Enterprise Agreements management and adoption.
- Management of software adoption to realize Cisco Rebates.
- Protecting and growing the base through Cisco IBLM.
- Adoption of Amazon Web Services and Microsoft Azure Annuities.

Required Skills:

  • Ability to perform IT financial modeling, including ROI and TCO estimation.
  • Understanding of Consulting Services models and metrics.
  • Promote Presidio's Lifecycle Methodology.
  • Effective communication of technical concepts.
  • In-depth knowledge of system and solution architectures.
  • Professional Level Certification(s) in one or more of Presidio's key manufacturing partners.

Additional Desired Skills:

  • Resourcefulness in researching and consulting diverse sources for efficient problem-solving.
  • Advanced communication and writing skills for creating professional project deliverables.

Education and Experience:
Bachelor's degree or equivalent experience, including military experience. Professional Level Certification(s) in one or more of Presidio's key manufacturing partners.

About Presidio:
Presidio is dedicated to fostering Diversity, Equity, and Inclusion at all organizational levels, striving to implement systemic changes across the company.

As a global digital services and solutions provider, Presidio accelerates business transformation through secure technology modernization.