Customer Success Manager

1 week ago

Chicago, Illinois, United States RKON Full time
About RKON

RKON is a leading provider of IT migration and transformation services, specializing in the Mergers and Acquisitions market. Our company has been recognized as one of the 100 best places to work in IT, highlighting our competitive advantage of empowering thought leaders and providing cutting-edge solutions for the fast-paced industry of private equity.

We pride ourselves on fostering an environment where initiative, creative thinking, and collaboration are encouraged and rewarded—a key reason for the extraordinary level of service we deliver to our customers.

About the Position

As a Customer Success Manager, you will be responsible for building strong, long-lasting relationships with RKON customers by staying in constant communication and efficiently orchestrating the delivery of RKON services and overseeing the resolution with technical support teams. This individual will serve as a product, company, and industry ambassador and keen on educating customers on the capabilities of RKON services. The ultimate goal of the CSM is a long-term partnership that drives business growth for both the customer and RKON.

Key Responsibilities

  • Customer Relationship Management:​
    • Build and maintain strong relationships with customers
    • Act as the primary point of contact for customer inquiries, issues, and escalations
    • Understand the unique needs and goals of each customer and tailor strategies accordingly
    • Act as a strategic advisor and advocate within managed services
  • Onboarding and Adoption:​
    • Collaborate with the technical teams to ensure the customer's IT environment is understood
    • Sets up communication channels and introduce the customer to key contacts
    • Establish initial performance expectations and success metrics
    • Guide new customers through the onboarding process, ensuring a smooth transition
  • Customer Success Planning:
    • Collaborate with customer to define business objectives and desired outcomes
    • Establish clear Key Performance Indicators (KPIs) to measure success (e.g., uptime, cost savings, user satisfaction)
    • Create a strategic roadmap for outlining milestones, timelines, and resources required
    • Conduct periodic reviews to track progress, adjust strategies, and maintain alignment with customer goals
  • Proactive Issue Resolution:​
    • Continuous monitoring of the customer's IT environment for early detection of potential issues
    • Collaborate with technical teams to address problems before they affect operations
    • Communicate with customers to ensure they're aware of ongoing efforts to prevent issues
  • Reactive Issue Escalation:​
    • Coordinate with internal teams, such as support, engineering, or management, to escalate the issue to higher priority levels when initial resolutions are delayed or inadequate
    • Ensure transparent, consistent communication with the customer, keeping them informed on progress, expected resolution time, and steps being taken
    • Ensure customer satisfaction after the issue is resolved and prevents recurrence
  • Service Retention & Expansion Opportunities:​
    • Collaborate with sales and technical teams to identify new service opportunities
    • Understand customer pain points and offer solutions that add value
    • Promote new services that align with the customer's business growth or IT strategy
    • Ensure customer subscriptions are renewed on time and negotiate terms as needed
    • Identify at-risk customers and implement intervention plans to retain them
  • Recurring Business Reviews:​
    • CSMs review customer performance reports, SLAs, and overall service delivery
    • Use reviews to drive decisions on future IT investments or improvements
    • Discuss IT trends, customer needs, and strategic alignment
    • Use data to identify areas for improvement in the service delivery process
    • Maintain accurate records of customer interactions and account details
  • Cross-Functional Collaboration:​
    • Collaborate with sales, marketing, and service teams to align customer success efforts.
    • Share customer insights and feedback with other departments to improve overall customer experience
    • Participate in cross-functional meetings and projects as needed

Requirements

  • 10+ years of experience in customer success, with proven excellence managing internal and external stakeholders
  • Excellent communicator who is comfortable articulating complex and diverse technical solutions
  • Sales mentality with history managing QBRs, retention, and upsells
  • Data-driven mindset with a focus on finding solutions and seeks to achieve extraordinary results through consultative and innovative problem solving
  • Strong attention to detail with the ability to manage competing priorities and multi-task
  • Strategic thinking and ability to align with business objectives

Disclaimer

RKON does not accept unsolicited resumes from staffing agencies, search firms or any third parties.

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