Customer Success Manager

Description

Job Title: Customer Success Manager

Objectives of this Role: 

Converge is seeking a self-motivated Customer Manager with deep managed services skills to join our Managed Services team. The CM role is responsible for a portfolio of customer accounts and governance of delivery as determined by the contract within the MSP team.

The CM plays a critical and pivotal role as: Planner, Coordinator, Monitor, Negotiator, Communicator, Analyzer, Tactician, Statistician, Listener and Customer Service Expert

Qualifications

Responsibilities:

• Results driven and customer focused; “Get things done - Make things happen”.
• Primarily responsible for ensuring that customer Service Level Agreements / Service Level Objectives are met.
• Responsible for coordination of renewing MSO contracts starting 90 days prior to renewal.
• Grow existing contract values by cross-selling and up-selling existing contracts.
• Set expectations of service quality, availability, and timeliness.
• Build a strong relationship with key customer staff.
• Ensure reports are provided to an agreed schedule or on request, including incident management, account performance, and service unit billing reports.
• Participate in onboarding new clients, and ongoing customer review meetings.
• Set expectations of service quality, availability, and timeliness with the client.
• Execute mechanism to gauge customer satisfaction.
• Create and share reports on customer satisfaction, contract retention and revenue growth.
• Work with the client and service delivery teams to identify and manage service improvement activities.
• Translate and drive prioritization of customer requirements into service and project requests.
• Report, communicate, and update relevant stakeholders on service operations.
• Understand and be aware of the application of hardware and software technologies (and changes) relevant to customer environments.
• Work with Marketing Department to create customer success stories and references.
• Assist with the development and improvement of the service delivery organization.

Qualifications:

• Bachelor’s degree (or equivalent experience).
• 5 years’ experience in Service Delivery Management or Project Management in a multi-customer environment.
• High level of oral and written communication skills to communicate effectively with colleagues and stakeholders.
• Experience working in an ITIL environment; ITIL v3 Foundations Certification preferred.
• Understanding of or experience with project management; PMP Certification preferred.
• Knowledge and experience of managing processes, teams, and personnel.
• Display and apply knowledge of technologies including compute infrastructure, networking, and server visualization.
• Proficient at organizing documents and prioritizing work.
• Sales / account management / customer service skills.
• Ability to think and act both strategically and tactically.
• Relationship management and conflict resolution skills.
• Self-motivated; ability to work under minimal supervision.

Skills:

• Analytical, relationship builder, change advocate, diplomacy, self-starter, planning and organization skills.
• Integrity, enthusiastic, respectful, accountable, achieves excellence, and consistently delivers quality service to team members and customers alike.
• Maniacal focus on timely and quality work and superior customer satisfaction.