Customer Success Manager

Company: C Spire
Location: Birmingham
Posted on: March 18, 2023

Job Description:

The Customer Success Manager is responsible for proactively owning the technical relationship between the customer and C Spire Business. This role serves as a technical liaison, customer champion, and relationship manager for a defined group of post-implementation customer accounts.The Customer Success Manager has a single mission: Partner, Serve, and Lead.Proactively own and manage multiple high-visibility and high-touch customer relationships.Understand short and long-term customer goals and objectives as they relate to Information Technology (IT) and Business Alignment.Drive issue resolution using standard process/procedures in coordination with supporting resources.Provide a single point of contact for customer account concerns.Regularly communicate with assigned accounts, set expectations, and negotiate priorities appropriately.Develop highly effective relationships across all departments.Assist in establishing and documenting each customer's processes, procedures, customizations, and configurations.Provide mentoring and assistance to other team members.Assist in proactively managing, measuring, and tracking customer tickets (incidents) to ensure their timely resolution.Provide timely issue/incident status updates, root-cause analysis, and strategies to address.Recognize and resolve systemic issues (problems) to prevent them from repeating.Provide recommendations for product enhancements and implementation of new technologies.Escalate issues as appropriate.Apply fundamental troubleshooting skills to issues before escalating to the appropriate group.Recognize revenue opportunities and facilitate them inside current accounts.Document, track, and support compliance with Service Level Agreements.Ensure ticket data is accurate and regularly updated (e.g., statuses, owners, billing).Ensure customer service level agreements.Regularly meet with the Service Owners, Systems Administration Team, and others to identify immediate and long-term customer needs.Customer Success Manager IIREQUIREDAt least 2 years experience in progressively responsible roles relating to technical account management required.Strong leadership, communication, and customer service skills required.PREFERREDBachelor's Degree in Computer Science, Business Administration, MIS, or related field is preferred.Knowledge of enterprise support tools and ticketing/documentation systems preferred.Customer Success Manager IIIREQUIREDMinimum of 4 years experience in progressively responsible roles relating to technical account management required.Strong leadership, communication, and customer service skills required.Knowledge of enterprise support tools and ticketing/documentation systems required.PREFERREDBachelor's Degree in Computer Science, Business Administration, MIS, or related field is strongly preferred.High-level process knowledge and technical skills relating to virtualization, networking, and IT Service management strongly preferred.Please note that this role's duties, responsibilities, and activities may change at any time.

Keywords: C Spire, Birmingham , Customer Success Manager, Executive , Birmingham, Alabama