Enterprise Customer Success Manager

3 weeks ago


Deerfield Beach, Florida, United States Meridian IT Inc. Full time
Job Description

Meridian IT Inc. is seeking a highly skilled Enterprise Customer Success Manager to join our team. As a key member of our customer success team, you will be responsible for managing and overseeing complex IT environments, ensuring optimal performance of IT systems and client satisfaction.

Key Responsibilities
  • Define Program Governance Structure: Develop a strong understanding of customer needs to maintain all aspects of the business relationship.
  • Develop Customer Success Plans: Create and update a Customer Success Plan (CSP) for each customer, including business goals, barriers, solutions, KPI, owner, and timelines.
  • Manage Service Strategies: Oversees service strategies and develops proactive engagement plans to ensure quick and effortless resolution of customer issues and concerns.
  • Communicate Customer Vision: Effectively communicate customer's vision, long-term strategies, gaps, expansion opportunities, new projects, ad hoc work, or other information to the Account Manager.
  • Ensure Customer Satisfaction: Maintain customer satisfaction and increase likelihood of managed services renewal by demonstrating the value of the service and addressing any customer concerns.
Requirements
  • 3+ years of experience as Enterprise Customer Success Manager or Technical Program Manager.
  • 7+ years of experience in a customer-facing role dealing with escalations, expectation management, and business analysis.
  • Customer Experience Professional or Customer Success Manager certification preferred.

Meridian IT Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.



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