Customer Success Manager

4 weeks ago

Stamford, Connecticut, United States Acuative Corporation Full time
Job Description

As the Customer Success Manager at Acuative Corporation, you will be responsible for owning the outcomes and relationship with assigned clients, ensuring exceptional service delivery and meeting contractual obligations.

This is an independent role that requires you to act as a client advocate and point of escalation for client service delivery needs.

Key responsibilities include:

  • Coordinating with cross-functional teams to ensure relationship and service levels are achieved.
  • Providing guidance to operational teams to ensure clients have an exceptional experience with Acuative's technology solutions.
  • Holding clients accountable for responsibilities, scope, and expectations of their agreement or project.
  • Identifying and communicating operational risks, insights, opportunities, and efficiencies.
  • Partnering with assigned support resources to capture client data and analyze issues and progress against business outcomes.
  • Educating the operational team on client utilization of Acuative services.
  • Providing technical support or training on Acuative products.
  • Building relationships across the client's organization to drive success and achieve outcomes.
  • Maintaining and improving CSAT through optimizing service quality and end-to-end client experience.
  • Using operational health and KPIs to identify and communicate risks and insights to clients and senior leadership.
  • Providing executive-level communication for critical business impacting events, account updates, and service improvement plans.
  • Delivering, executing, and monitoring service improvement plans across all operational delivery.
  • Collaborating with Account Executives to build a strong account plan and manage client relationships, strategic outcomes, opportunities, and contractual relationships.
  • Managing critical client issues/incidents via an ITSM-based approach.
  • Assessing account performance through Acuative's Client Health Dashboard and managing client challenges.
  • Acting as a product advocate and providing guidance and recommendations to clients.

Requirements include:

  • 8+ years of IT Service Management experience in a client-facing role.
  • Client relationship management experience.
  • Operational ability in diverse, large-scale, multi-platform, outsourced environments.
  • In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery.
  • Proficient understanding of ITIL principles.
  • Demonstrated understanding of technologies such as Networking, Open Systems, Virtualization, Databases, Cloud Computing, Middleware, or Mainframe.
  • Willingness to travel as required.
  • Financial acumen and ability to read and understand billing, P&L's, and client statements.
  • Excellent written and verbal customer-oriented communication skills.

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