Senior Customer Success Manager
5 days ago
The Senior Customer Success Manager is responsible for establishing and building customer relationships and promoting customer adoption of our products & solutions.
Key Responsibilities:
- Ensure customers are satisfied with services and are realizing the value of their investment in Windstream.
- Proactively engage customers to provide product and feature updates, help customers increase usage of product features, facilitate product training, and identify opportunities to deepen and expand customer relationships based on real-time insights into customer needs.
- Orchestrate issue resolution on behalf of the customer and be the primary point of contact working with other teams behind the scenes to deliver on the customer promise.
- Migrate customers to advanced access methods and drive increased uptake of SDWan and UCaaS through a solution-focused mindset based on a deep understanding of a customer's unique technical requirements and needs.
- Partner closely with Enterprise Sales Executives within their shared geographic region to co-develop customer plans and prioritize opportunities.
Requirements:
- Customer relationship skills and a solution focus.
- Experience in expanding adoption at enterprise customers.
- Understanding of value drivers in recurring revenue business models.
- Understanding of the SD-Wan and UCaaS product suites and roadmap.
- Data and technology orientation.
- Technical ability to speak to customers.
- Cross-disciplinary collaboration skills.
Qualifications:
- Bachelor's degree and 9+ years professional level related experience or an equivalent combination of education and professional related experience.
- 3-4 years customer relationship management experience.
- Experience in the technology or telecom sectors.
- Track record of cross-disciplinary team collaboration, influencing, and effective stakeholder management.
- Ability to build compelling product use cases.
- Ability to effectively resolve complexity and overcome roadblocks to achieve tangible outcomes.
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