United States onlyDoes your current position leave you wanting to have your skills pushed and challenged? Do you like new technology and want to make a difference? Do you want to work with people that truly care about each other and their customers?
Company Overview:
We are a leading Infrastructure and Security as a Service Solution Provider dedicated to empowering organizations with cutting-edge technology solutions. We are Microsoft’s #1 Ranked Cloud Solution Provider (CSP) in the US and provide a Microsoft Centric suite of Cloud solutions as well as providing Hybrid Datacenter solutions leveraging industry leading technologies such as Palo Alto, Nutanix, and IGEL thin device solutions at the endpoint. Our comprehensive suite of services enables businesses to streamline their operations, enhance security, and drive innovation. We are seeking a highly motivated and experienced Customer Success Manager to join our dynamic team.
Role Overview:
As a Customer Success Manager, you will be responsible for building and maintaining strong relationships with our customers. You will serve as a trusted advisor, ensuring their success by understanding their unique business needs and aligning our solutions to meet those requirements. You will bring together a blend of Account Management skills, IT Operational Management experience, ITIL service management expertise, and previous experience at a Managed Service Provider. Your primary objective will be to ensure service delivery to help our customers operate efficiently today while fostering innovation for tomorrow. Additionally, you will be responsible for managing profitability within your assigned accounts.
Requirements
Account Management:
- Build strong relationships with customers, serving as the primary point of contact for all post-sales activities.
- Understand customers' business objectives and align our services to meet their needs effectively.
- Proactively identify opportunities for upselling and cross-selling additional services, ensuring maximum customer value and revenue growth.
- Conduct regular business reviews with key stakeholders to assess customer satisfaction, identify areas for improvement, and discuss strategic initiatives.
Customer Success: Collaborate with customers to identify their needs and provide tailored solutions to address their specific challenges. Proactively monitor and anticipate customer needs, ensuring a high level of customer satisfaction and loyalty.
IT Operational Management:
- Possess a deep understanding of IT infrastructure and operational management, including cloud services, networking, security, and related technologies.
- Collaborate with cross-functional teams, including engineering, support, and operations, to ensure the smooth delivery and ongoing management of services.
- Provide guidance and technical expertise to customers, assisting them in optimizing their infrastructure and security solutions.
- Drive Troubleshooting of technical issues and coordinate with internal teams to resolve customer challenges effectively.
ITIL Service Management:
- Apply ITIL service management principles to ensure service quality, compliance, and operational efficiency.
- Oversee incident and problem management processes, working closely with support teams to minimize customer impact and ensure timely resolutions.
- Maintain service-level agreements (SLAs) in collaboration with customers, setting clear expectations and monitoring performance against agreed targets.
Profitability Management:
- Collaborate with the sales team to identify growth opportunities within the customer base, ensuring the profitability of each account.
- Monitor key performance indicators (KPIs), including revenue, customer retention, and profitability metrics, taking proactive measures to meet or exceed targets.
- Conduct regular financial analyses, identify areas for cost optimization, and propose strategies to improve overall profitability.
Customer Advocacy: Act as a customer advocate within the organization, representing their interests and providing feedback to relevant internal teams. Collaborate with various departments to ensure customer needs are met promptly and efficiently.
Innovation Enablement: Help customers leverage our solutions to drive innovation within their organizations. Stay updated on emerging technologies and industry trends, providing strategic guidance and recommendations to customers.
Performance Analysis: Analyze customer usage and adoption patterns to identify areas of improvement and proactively address any potential issues. Provide regular reports and insights to customers on their service utilization and performance metrics.
Required Skills:
- A minimum of 2 Years of ITIL based Service Management Operational Experience in a lead or management role
- Proven experience as a Customer Success Manager, Service Delivery Manager, Technical Leader, Account Manager, or similar role.
- Experience or comprehension of networking (Palo Alto), cloud (Azure), desktop virtualization (Citrix/VMware/AVD), O365
- Advanced organizational skills and the ability to manage multiple tasks in a fast-paced environment with the ability to lead or influence customer facing meetings
- Experience running operational meetings
- Experience presenting to customers
Preferred Skills:
- Experience running small to medium sized projects
- Experience leading Quarterly Operational Reviews or Quarterly Business Reviews
- Experience in a technical role providing support in an ITIL based operational service environment
- Operational Experience within a Managed Service Provider strongly preferred
- Experience working in a Windows environment
- ITIL, PMP, Agile or Six Sigma certifications
- Ability to travel 10-20% nationwide
