Customer Success Manager

1 week ago


Pickerington, Ohio, United States Telsource Full time

As a key member of the Telsource team, you will play a critical role in driving customer success and growth. The Customer Success Manager is responsible for owning the outcomes and relationship with assigned clients, ensuring exceptional service delivery and meeting contractual obligations.

To excel in this role, you will need to possess a strong technological background, allowing you to understand client needs and translate them into actionable solutions. This independent role requires you to own successful outcomes for your clients, acting as a client advocate and point of escalation for service delivery needs.

Key Responsibilities:

  • Coordinate internally with cross-functional teams to ensure relationship and service levels are achieved.
  • Provide guidance to operational teams to ensure clients have an exceptional experience with Telsource technology solutions and contractual obligations are met.
  • Hold clients accountable for responsibilities, scope, and expectations of their agreement or project.
  • Identify, capture, and communicate operational risks, insights, opportunities, and efficiencies, developing and executing improvement plans.
  • Partner with assigned support resources to capture client data and conduct analyses to identify issues and track progress against client business outcomes.
  • Educate operational teams on client utilization of Telsource services in support of their business.
  • Provide technical support or training on Telsource products by coordinating with internal SMEs and support organizations.
  • Build relationships across client organizations to confirm the right level of participation across IT and business to drive success and achieve client outcomes.
  • Maintain and improve CSAT through optimizing service quality and end-to-end client experience.
  • Use operational health and KPIs to identify and communicate risks and insights to clients and Telsource senior leadership.
  • Provide executive-level communication for critical business-impacting events, account updates, and service improvement plans.
  • Deliver, execute, and monitor service improvement plans across all operational delivery.

Requirements:

  • 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 various technologies, including Networking, Open Systems, Virtualization, Databases, Cloud Computing, Middleware, or Mainframe.
  • Willingness to travel as required.
  • Financial acumen, ability to read and understand billing, P&Ls, and client statements.
  • Excellent written and verbal customer-oriented communication skills.

What We Offer:

Telsource offers a dynamic and challenging work environment, with opportunities for growth and development. As a key member of our team, you will have the chance to make a real impact on our clients' success and growth.

Join our team and be part of our mission to deliver exceptional customer experiences.



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