Senior Customer Success Manager

1 day ago

Charlotte, North Carolina, United States Flexential Full time
Job Description:

As a Senior Customer Success Manager at Flexential, you will be responsible for building and maintaining strong relationships with our complex hosting and colocation customers. This includes providing oversight and accountability for success during the onboarding phase, managing a book of business containing advanced customer environments, and uncovering and documenting desired customer outcomes for success plan creation.

You will work closely with day-to-day personnel up through decision makers and executive level contacts to ensure our customers achieve success. Internally, you will work cross departmentally with sales, support, marketing, engineering, implementation, and more to ensure our customers achieve their desired outcomes.

Your success in this role will come from building relationships internally and externally, strong time management skills, technical acumen (colo, cloud, and networking solutions), curiosity to uncover desired outcomes, educating customers on the Flexential portfolio, and execution against committed success plans.

At Flexential, we are passionate about our customers' success and constantly elevating the way we help them achieve that. We are looking for a Senior Customer Success Manager who is just as passionate about the CX as well as our industry.

Key Responsibilities and Essential Job Functions:


Provide oversight and accountability for success during the onboarding phase of new customers as well as existing customers leveraging new services.

Manage a book of business containing advanced customer environments and marquee relationships.
Uncover and document desired customer outcomes for success plan creation.
Train customer on Flexential support tools.
Overall responsibility for customer retention

Understand and advise customers on all relevant Flexential solutions relevant to their needs; including facilitating additional conversations with internal SMEs.

Keep relevant Flexential departments & leaders informed of all customer health/risk concerns including updating customer health scores as well as documenting churn forecasts.

Facilitating problem resolution as first level of escalation for unresolved issues, which include billing and technical support
Maintain regular and proactive contact with customers through value added email outreaches, calls, and/or face to face meetings.
Effectively leverage internal technology to manage touchpoints, view of customer health, and overall management of your book of business.
Regular executive business reviews with customers; including preparing and presenting content appropriate for c-level contacts.
Uncover additional customer needs and work with sales and solution engineers to appropriately solution sell
Assist, direct and maintain open communication with key individuals with the company including sales, marketing, engineering, accounting and operations.
Act as a liaison for your customers on all questions technical, billing, sales, or other.
Ability to guide and advise the customer through the process rather than the customer managing Flexential
Perform other duties as required and assigned.

Required Qualifications:
2-3 years of experience in Cloud, Managed Services or Colocation
Experience with interacting with customers at all levels including C Suite
Demonstrated ability to build and develop relationships
Strong written, oral, and presentation skills
Demonstrated technical aptitude and attention to detail
Ability to effectively communicate technical concepts and issues to all levels
Experience with CRM systems
Demonstrated time management ability
Self-directed and self-motivated to problem solve
A willingness to go the extra mile for our customers and develop strong relationships
Ability to adapt and be part of our rapidly growing business
Proficiency with MS Office tools
General statistical analysis and ability to communicate metrics to the business

Preferred Qualifications:
2-3 years of experience directly managing Fortune 1000 customers strongly preferred
Experience working in Gainsight
Understanding of VMware applications
Understanding of DRaaS and BaaS solutions

Physical Requirements:
Ability to sit for extended periods of time
Moderate or advanced keyboard usage

Not meeting every single requirement? No problem We are looking for candidates who possess unique skills that set them apart from the rest.

If you're enthusiastic about this role and believe you have the skills and abilities that would make you successful, don't hesitate to apply today

Benefits of working at Flexential:
Medical, Telehealth, Dental and Vision
401(k)
Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA)
Life and AD&D
Short Term and Long-Term disability
Flex Time Off (PTO)
Leave of Absence
Employee Assistance Program
Wellness Program
Rewards and Recognition Program
Benefits are subject to change at the Company's discretion.

Variable Pay:
Discretionary annual bonus, based on personal and company performance.

EEO Statement:

Flexential is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.


This position has the following safety hazards:
Chemical
Electrical
Ergonomics
Climb ladders
Mechanical lift
Noise
Temperature Extremes
Trip/Fall
Driving (must possess valid driver's license and insurance)

Other:
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