Enterprise Customer Success Manager jobs in Dothan, AL

An exciting opportunity now exists for a Customer Services Enterprise Account Manager to join our CSC Department. Reporting to the CSC Support Manager - Italy your primary focus will primarily be to develop and maintain a positive proactive relationship with our Enterprise customers. Acting as the advocate of the customer at a customer services capacity through effective management, analysis and resolution of the customer Incidents. Delivering proactive communication channels with Enterprise customers and internally resulting in a superior customer experience.

The Role:

Key responsibilities include, but are not limited to:

• Management of Enterprise customers’ Incidents and Support relationship
• Management of Incident progress and resolutions and ensure all critical incidents adhere to internal IRG’s and/or SLA’s
• Manage incident queue with regard to priority, assignee group and age in relation to Enterprise Customers and escalations
• Liaise with Internal Customer Services team as well as other departments to drive incident resolution
• Engage with Internal Customer Services teams as well as other departments to maintain IRG’s
• Perform regular trend analysis of incidents for Enterprise customers to identify trends and possible bulk resolutions
• Oversee and track all exception incidents affecting Enterprise Customers, from initial recording, through management review, through escalation, through closing
• Manage Incident escalations for Enterprise customers in accordance with the Escalation processes and procedures
• Analyse current critical/escalated incidents to identify trends to advise training requirements/knowledgebase articles etc Internally and externally
• Summarize daily, weekly and monthly statistics and provide reports to Management internally and externally where required

Who you are:

Professional

• Demonstrated experience in a similar role
• Demonstrated experience working with targets in a fast-paced environment
• Competent in Microsoft Office products
• ITIL certification is preferred
• Strong time management skills

Personal

• Excellent stakeholder management and customer service
• Ability to communicate to different audiences
• Punctual, trustworthy and reliable
• Proactive, self-motivated with the ability to work effectively both,
• autonomously and within a team
• Flexible and adaptable

If you are interested in this role, please send your updated CV to Paolo Palaia at paolo.palaia@pentanasolutions.com & HR at hreurope@pentanasolutions.com.