Lead Customer Success Strategist

2 weeks ago


Charlotte, North Carolina, United States Velocity(Holland, OH) Full time


Velocity is in search of a seasoned and dynamic Senior Customer Success Manager dedicated to delivering exceptional service to our clients daily.

This role operates in a fast-paced environment and thrives on teamwork.

The primary responsibility of this position is to cultivate and sustain long-term business relationships by acting as an internal advocate and liaison for clients.

The working hours for this role are from 8am to 5:00pm EST, Monday through Friday. A minimum of 5 years of experience in Customer Service and IT is required.


This position is remote, but the ideal candidate should be located in the Charlotte area to facilitate frequent travel to client headquarters.


Key Responsibilities:
Develop and maintain effective relationships with clients and business partners.

Prioritize effectively, escalate proactively, and communicate all requests with the aim of resolving issues swiftly for our clients.

Implement revenue management strategies that drive accountability, retention, and growth, which encompass value realization, renewal execution, risk management, and customer expansion.
Coordinate and lead project-based meetings.

Prepare and distribute timely meeting minutes, including key takeaways and action items, ensuring they are integrated into program schedules and that deliverables are met punctually.

Regularly audit clients to confirm that embedded base and contract renewals are completed.
Establish long-term relationships with decision-makers and influencers to gain insights into the customer landscape and foster loyalty.
Collaborate with sales, delivery, and support teams to set appropriate expectations and ensure the successful implementation of solutions, repairs, and services.
Onboard new clients and work with sales, delivery, and support to guarantee the effective deployment of solutions and services.
Conduct regular service or operational reviews (QBRs) for major clients.
Manage both internal and external reputation.
Oversee all client IT account management.
Provide leadership among peers.
Work independently with minimal administrative support.
Exhibit strong time management skills.
Effectively manage and prioritize multiple tasks and projects with a sense of urgency.
Perform other duties as assigned by leadership.

Qualifications, Experience, and Education:
Minimum of a high school diploma, with two to four years of college or equivalent post-secondary education.
5+ years of experience in Customer Service and IT.
Experience in expanding existing customer relationships at the VP level and above across organizations.
Ability to manage complex contracts across corporate and franchise locations.
Proficient in all Microsoft Office applications.
Ability to work independently.
Strong sense of urgency in client communication.
Ability to manage and prioritize multiple tasks and projects.
Excellent time management and conflict resolution skills.
Strong attention to detail and problem-solving abilities.
Exceptional written and verbal communication skills.
Strong client-facing and teamwork capabilities.
A collaborative team player willing to work with all departments to ensure success.

Why You Will Appreciate Working at Velocity
We are a vibrant group committed to success and take pride in our company.

We foster a collaborative work environment that emphasizes building strong relationships with our clients and team members to achieve our objectives.


As a growing technology solutions and services provider, every team member at Velocity has the chance to make a significant impact as we strive to deliver the best technology and customer experiences in the industry.

We are passionate about our work, our mission, and the people we serve.

Diversity and Inclusion

Velocity is dedicated to promoting diversity and inclusion, ensuring a workplace where all team members feel comfortable expressing their authentic selves and have equal opportunities to thrive.

Our team collaborates and draws inspiration from a variety of perspectives and experiences that make each of us unique, strengthening our connections with colleagues, clients, and communities.

Our Values: Collaborative and Strong at the Core
Customer-focused
Unified Team
Integrity
Proactive Approach

Our Benefits
Medical, Dental, Vision coverage
PTO & Paid Holidays
401K with Employer Match
Company-provided Life Insurance, Short/Long-Term Disability
Supplemental Benefits Available

About Velocity MSC
Founded in 2005, Velocity's customer-centric approach, combined with tailored voice and data network solutions and support services, enhances communication and business operations for multi-location enterprises. This is why Velocity serves thousands of Fortune 500 companies across diverse industries. With over 500 employees, 13 redundant data centers, 450 carrier agreements, and 5,500 certified technicians throughout the U.S., Velocity is a formidable force. To learn more, please visit our website.

Velocity is an equal opportunity employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information.

Velocity participates actively in E-Verify.

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