Technical Account Manager
3 weeks ago
The Customer Success Manager II is a key role at Unavailable, responsible for proactively owning the technical relationship between the customer and our organization. This position serves as a technical liaison, customer champion, and relationship manager for a defined group of post-implementation customer accounts.
Key Responsibilities
The Customer Success Manager II has a single mission: Partner, Serve, and Lead.
- Proactively manage and own multiple high-visibility and high-touch customer relationships.
- Understand short and long-term customer goals and objectives as they relate to Information Technology (IT) and Business Alignment.
- Drive issue resolution using standard process/procedures in coordination with supporting resources.
- Provide a single point of contact for customer account concerns.
- Regularly communicate with assigned accounts, set expectations, and negotiate priorities appropriately.
- Develop highly effective relationships across all departments.
- Assist in establishing and documenting each customer's processes, procedures, customizations, and configurations.
- Provide mentoring and assistance to other team members.
- Assist in proactively managing, measuring, and tracking customer tickets (incidents) to ensure their timely resolution.
- Provide timely issue/incident status updates, root-cause analysis, and strategies to address.
- Recognize and resolve systemic issues (problems) to prevent them from repeating.
- Provide recommendations for product enhancements and implementation of new technologies.
- Escalate issues as appropriate.
- Apply fundamental troubleshooting skills to issues before escalating to the appropriate group.
- Recognize revenue opportunities and facilitate them inside current accounts.
- Document, track, and support compliance with Service Level Agreements.
- Ensure ticket data is accurate and regularly updated (e.g., statuses, owners, billing).
- Ensure customer service level agreements.
- Regularly meet with the Service Owners, Systems Administration Team, and others to identify immediate and long-term customer needs.
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