Lead Customer Success Strategist

2 weeks ago


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

Position Overview:
Velocity is on the lookout for a seasoned and proactive Senior Customer Success Manager dedicated to delivering exceptional service to our clients.

This role operates in a dynamic and collaborative team setting, emphasizing the importance of fostering long-term business relationships while acting as a client advocate and liaison.

Work Schedule:
The standard working hours for this position are from 8:00 AM to 5:00 PM EST, Monday through Friday. The ideal candidate should be located in the Charlotte area to facilitate frequent travel to client headquarters.

Key Responsibilities:
- Cultivate and sustain effective relationships with customers and business partners.
- Prioritize, escalate, and communicate all requests efficiently to resolve issues promptly for our clients.
- Implement revenue management strategies that drive accountability, retention, and growth, focusing on value realization and renewal execution.
- Organize and lead project-based meetings, ensuring timely distribution of meeting minutes, key takeaways, and action items.
- Conduct regular audits to ensure completion of embedded base and contract renewals.
- Build enduring relationships with decision-makers to gain insights into the customer landscape and foster loyalty.
- Collaborate with sales, delivery, and support teams to set clear expectations and ensure successful deployment of solutions and services.
- Onboard new clients and partner with relevant teams to guarantee effective implementation of services.
- Conduct routine service or operational reviews (QBRs) for major clients.
- Manage internal and external reputation effectively.
- Oversee all aspects of client IT account management.
- Provide leadership to peers and work independently with minimal administrative support.
- Exhibit strong time management skills and the ability to prioritize multiple tasks and projects with urgency.
- Perform additional duties as assigned by leadership.

Qualifications and Experience:
- A minimum of a high school diploma, with two to four years of college or equivalent post-secondary education.
- At least 5 years of experience in Customer Service and IT.
- Proven experience in expanding existing customer relationships at the VP level and above.
- Ability to manage complex contracts across various locations.
- Proficiency in Microsoft Office applications.
- Strong independent work ethic and a sense of urgency in client communications.
- Excellent time management, conflict resolution, and attention to detail skills.
- Exceptional written and verbal communication abilities.
- Strong client-facing skills and a collaborative team player.

Why Choose Velocity:
At Velocity, we pride ourselves on our energetic and success-driven culture. We foster a collaborative work environment that emphasizes building strong relationships with both our customers and team members to achieve shared goals.

Diversity and Inclusion:
Velocity is committed to promoting diversity and inclusion, ensuring that all team members feel comfortable expressing their authentic selves and have equal opportunities to thrive. Our diverse perspectives and experiences enhance our connections with each other, our customers, and our communities.

Our Core Values:
- Collaborative and Strong at the Core
- Customer-Obsessed
- One Team
- Integrity
- Drive for Excellence

Benefits:
- Comprehensive Medical, Dental, and Vision coverage
- Paid Time Off and Holidays
- 401K with Employer Match
- Company-provided Life Insurance and Short/Long-Term Disability
- Additional Supplemental Benefits Available

About Velocity:
Founded in 2005, Velocity's customer-centric approach, combined with tailored voice and data network solutions, enhances communication and business operations for multi-location enterprises. Serving thousands of Fortune 500 companies across various sectors, Velocity boasts over 500 employees, 13 redundant data centers, 450 carrier agreements, and 5,500 certified technicians nationwide.

Velocity is an equal opportunity employer, ensuring that all qualified applicants receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information.



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