Enterprise Customer Success Manager

4 days ago

Deerfield Beach, Florida, United States Meridian IT Inc. Full time
Job Title: Enterprise Customer Success Manager

Meridian IT Inc. is seeking an experienced 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 delivering exceptional customer experiences.

Key Responsibilities:
  • Define program governance structures and develop strong customer relationships to maintain all aspects of the business relationship.
  • Effectively communicate customer vision, strategies, and goals to internal teams and stakeholders.
  • Develop and implement proactive engagement plans to ensure quick and effortless resolution of customer issues and concerns.
  • Manage and monitor work efforts during the program life cycle, ensuring that output meets specified requirements.
  • Communicate relevant information, monitor systems integration activities, and negotiate deviations in plans as needed.
  • Develop problem management and service improvement plans to maintain quality service and establish best-practices.
  • Record, organize, and maintain records for all follow-up activity.
  • Strategize, implement, and oversee customer-specific processes for increased productivity and growth.
  • Analyze customer feedback to identify trends and share feedback with internal teams to improve customer satisfaction.
  • Take corrective actions to ensure customer expectations are met.
  • Provide data analytics to relevant management teams.
  • Assist with continuous improvement of Meridian services, processes, offerings, and tools.
Requirements:
  • 3+ years of experience as an 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.
  • Strong analytical skills and broad-based familiarity with building data models, evaluating trends, and identifying areas for improvement.
  • Comfortable utilizing and learning new technologies with a solid understanding of core infrastructure technologies.
  • Proficient in MS Office and excellent written and verbal communication skills.
  • Excellent organizational and problem-solving skills, with the ability to delegate and manage risks.
  • Demonstrated commitment to excellence in customer service and ability to break down technical concepts into business terms.
  • Strong team player with emphasis on soft skills and relationship building.
  • Able to manage multiple customers simultaneously and deliver results.
  • Handle multiple priorities and interruptions with minimal impact on productivity.
  • Able to demonstrate a high level of independent judgment and initiative.
  • Can handle confidential information in a professional manner.

Meridian Group International, 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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