Customer Success Manager

POSITION SUMMARY:

The Customer Success Manager (CSM) is responsible for managing the Customer Experience and Journey through the engagement lifecycle for a portfolio of clients. The CSM is the Voice of The Customer to the Digital Hands organization, the Face of the Company to our clients, and provides additional value add solutions to existing customers. Working with our Operations and Engineering teams, the CSM is accountable for providing high quality service delivery by ensuring Service Level Agreements are met, that services and projects meet customer satisfaction and that deliverable obligations to the customer at met. This role is also responsible for working with our sales and channel partners to manage contractual Move/Add/Change/Delete, Change Orders, and contract renewals. The ideal candidate should have a broad range of IT experience with Security, IT Infrastructure, and how businesses leverage technology in a Service Delivery, Relationship Management, or Project Management role. Ability to speak to C-level executives about technology services solutions and how those solutions would benefit their business is a must. Project management experience is also an important component of this role.

The ideal candidate must be detail-oriented, possess excellent organizational and analytical skills and work effectively with individuals at various levels in the organization (executive, sales, operations, etc.). Candidate should be capable of playing a hands-on role, a self-starter, demonstrate sound judgment and resourcefulness in decision making and problem solving, and think and work independently while also being a team player. Excellent interpersonal and verbal/written communication skills are a must.

DUTIES AND RESPONSIBILITIES:

• Serve as the single point of contact for client escalations, including proactive investigation and resolution of potential delivery delays and/or questions that arise throughout the customer lifecycle.
• Manage service delivery to include project plans, service levels, process and deliverables.
• Lead the on-time activation of existing customers’ services including all implementations and enhancements to existing services.
• Effectively collaborate cross-functionally to develop relationships, process and procedures with adjacent teams critical to on-going customer support.
• Perform risk assessments to include the collection and development of recommendations to mitigate risk.
• Operate in a mode of continuous improvement; identify and implement improvements to enhance Customer Success objectives.
• Develop content, standards and cadence for customer reporting and periodic customer business reviews and satisfaction surveys.
• Own and manage the Customer Success Management process for existing clients by leveraging internal resources and tools, including written proposals, statements of work, business justification, etc.
• Identify areas to expand and further strengthen relationships with key clients.
• Identify business optimization and sales opportunities within assigned accounts related to Digital Hands’ service solutions.
• Collaborate with Sales Engineering, Product Management, Technology Engineers and SMEs to craft solutions for client issues and optimization projects.
• Collaborate with clients to define requirements and manage expectations and communications from inception through delivery, including status updates, budget reconciliation and scope changes.
• Manage contractual Move/Add/Change/Delete activity.
• Be accountable for contract renewals.
• Participate in pre-sales opportunity reviews to become familiar with prospective new business.
• Thoroughly review Statements of Work (SOW) to ensure understanding of the solutions sold and implementation requirements.
• Other duties as assigned.

EDUCATION AND WORK EXPERIENCE:

• Bachelor's Degree and/or 5-8 years of experience in Information Technology or Business-related field.
• Minimum of 3-5 years account or relationship management experience in a technical solutions environment.
• 2-3 years of technology related project management experience is desired.
• Previous experience in an IT Managed Services or Managed Security Services organization is preferred.
• A deep understanding of the “as a service” business model and the value it brings to our customers.
• Professional certifications such as CompTIA Security+, Network+, Project+, Agile Scrum, ITIL, PMI ACMP or PMP Certifications, SANS/GIAC (GSEC), and/or equivalent are preferred.

KNOWLEDGE, SKILLS AND CHARACTERISTICS REQUIRED:

• Excellent analytical and complex problem-solving capability.
• Experience solving business process challenges.
• Excellent communications, presentation, listening and negotiation skills.
• Excellent organizational and time-management skills and the ability to multi-task and prioritize.
• A strong focus on customer satisfaction.
• Ability to work well as part of a cross-functional team environment.
• Strong knowledge of IT applications, processes, software, and equipment.
• Self-motivated with the ability to work in a fast-moving environment.
• Ability to multi-task and adapt to changes quickly.
• Strong organization and project management skills.
• High level of integrity, judgment, and situational awareness.
• Ability to work both independently and collaboratively with peers, across teams, and with management.
• Flexibility and adaptability to change.
• A keen interest in security and the need for the Confidentiality, Integrity and Availability of information and information systems to be maintained.