Job Description
The Customer Success Manager at COMPANY plays a crucial role in ensuring the success and satisfaction of both new and existing customers with COMPANY Services.
Responsibilities
- Establish a trusted advisor relationship across the customer’s organization.
- Develop success plans outlining critical success factors, metrics, and recommendations.
- Collaborate with Professional Services and Sales to identify new opportunities.
- Supervise and facilitate customer adoption of our solution features.
- Act as a liaison between product management and the customer.
- Manage multiple accounts across different stages of the customer lifecycle.
- Ensure a roadmap is in place for each account and execute standard customer meetings.
- Achieve/exceed annual customer happiness targets and other defined KPIs.
- Provide excellent problem-solving skills, including crisis management and value-based recommendations.
- Passionate about collaboration and building strong relationships.
- Clearly communicate technical subjects to both technical and non-technical audiences.
- Anticipate dissatisfaction and proactively seek to solve or avoid it.
- Oversee customer activities related to Managed Service Operations.
- Function as the customer’s single point-of-contact for problem identification and resolution.
- Facilitate meetings with NOC and management teams, conducting service board reviews.
- Reconcile daily backups and patching initiatives to ensure compliance.
- Aggregate data from multiple sources to prepare and deliver business reviews.
- Assess, recommend, and partner with customers to align business and technology needs.
Education
A bachelor’s degree in information technology, Computer Science, or Engineering required, or five years of hands-on experience in an equivalent position in a fast-paced and dynamic technical support environment.
Experience
5+ years prior technical account management experience. 3+ years of experience in the services industry. Strong communication skills and technical aptitude. Familiarity with Infrastructure, Cloud, SAAS Technologies, and Services.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
What COMPANY Offers You
COMPANY offers a competitive compensation package, including medical, dental, vision, life, and company-paid disability coverage. Health savings accounts, flexible savings accounts, 401(k) plan with company match, paid holidays, unlimited paid time off options, wellness programs, pet insurance, legal insurance, and more.
Job Type
Full-time
Pay
$55,000.00 – $65,000.00 per year
Benefits
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule
Monday to Friday
Supplemental pay types
Bonus opportunities
Application Question(s)
Are you open to a contract to perm position? Must be able to travel to the main office once every 6-8 weeks in Miramar, FL. Are you open to this?
Education
Bachelor’s (Preferred)
Experience
Technical Account Management: 5 years (Preferred) Service Industry: 3 years (Preferred) IT service management: 3 years (Preferred)
Work Location
Remote
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