Role Overview
As a Customer Success Manager, you will be accountable for managing the customer experience and satisfaction of Services delivery to client accounts, within a defined area of the customer base, and you will be accountable for the overall service relationship. You will promote the continuous improvement of productivity, service quality and customer satisfaction by focusing on improving resilience and customer service through inventory management, managing expectations, customer account revenue and customer satisfaction objectives.
What You Will Do
Develop strong relationships and teams, both with external customers and internal constituents, hold regular face-to-face client meetings, track and communicate customer satisfaction, and coordinate recovery efforts.
Why It Might Be a Fit
The ideal candidate will have a strong client focus, high-level customer service expertise, and depth of operational services management expertise, with the ability to work independently and as part of a fast-paced team environment.
Requirements
- Relevant degree and/or professional qualifications
- ITIL v. 3 Foundations certification preferred
- Minimum 3 – 5 years of experience in a client-facing position
- Development and delivery of quality presentations
- Working with or for an IT managed services organization / company
- Able to work independently and as part of a fast-paced team environment
- Strong people management skills with strong communication abilities
- Strong client focus and high-level customer service expertise
- Demonstrate depth of operational services management expertise
- Strong development focus
- Systems and IT literate, including Networking, Business Communications, Security, Wireless, SAN and Server Management support, etc.
- Ability to travel to customer sites, typically within a 2-3 hour drive
Benefits
- Medical, financial, and/or other benefits (including 401(k) eligibility, employee stock purchase program and various paid time off benefits)
- Vacation, sick time, and personal leave
To apply for this job please visit job-boards.greenhouse.io.
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