Customer Success Manager

Position Overview: The Customer Success Manager (CSM) plays a vital role in managing and enhancing the operational relationship with our client s key customers. This position requires a combination of technical expertise customer management skills and project management abilities to ensure the highest levels of customer satisfaction and operational excellence.

Key Responsibilities:

• Develop and maintain strong longterm relationships with key customers.
  
• Act as the primary point of contact for customer operational issues and inquiries.
  
• Understand the customers business goals and technical environment to provide tailored support.
  
• This is a directly customerfunded role that leads the delivery of this service.
  
• Provides reactive support and builds a relationship with the customer s operational team(s) typically Customer Experience Centers Service Operations or Network Support organizations.
  
• Coordinates all areas of the company to assist the customer in resolving their incidents as quickly as possible maximizing availability. Acts as a point of escalation for the customer keeping them updated throughout the life of their incident and assisting with an analysis of their incident after resolution.
  
• Coordinates other Expert Care resources (i.e. Asset Manager Learning Advisor Technical Consulting Engineers High Touch Engineers) to maximize availability and increase the customer s operational efficiency.
  
• Leads the operational section of the Monthly Business Review (MBR) and Quarterly Business Review (QBR) building trust articulating value and providing a point of view.
  
• Develop and maintain strong relationships with customers and other company teams.
  
• Possess detailed knowledge of customer s infrastructure critical sites and operating procedures as agreed upon with the customer.
  
• Work closely with Day 1 Project Engineering BCS Engineering and System Engineering teams to provide input and guidance on technical operational issues and stay across all running and upcoming projects.
  
• Lead and drive crossfunctions internal and external on critical outages and complex issues at the network level (not just device level) turning around critical issues and customer sentiment.
  
• Lead Root Cause Analysis (RCA) on escalated or recurring issues (problems) and drive discussions with the customer in RCA and PIR (Post Incident Review) readout sessions.
  
• Attend weekly/biweekly case review calls to drive resolution on reactive break/fix issues.
  

Required Skills and Experience:

• Requires a general understanding of the processes procedures and systems used to accomplish the work and familiarity with the broader underlying concepts in own job family/job discipline.
  
• Applies knowledge of how the team relates to other closely related areas to improve the efficiency of their work.
  
• Bachelor s degree 5 years of relevant experience or
  
• Master s degree 3 years of relevant experience.
  
• Strong customer support process skills.
  
• ITILv4 Foundation.
  
• ITIL v4 Create Deliver Support (desirable).
  
• CCNA (optional).
  

Desired Attributes:

• Strong customer focus and commitment to delivering exceptional service.
  
• Ability to work independently and as part of a team.
  
• Flexibility to adapt to changing priorities and customer needs.
  
• Proactive and resultsoriented mindset.

Position Overview: The Customer Success Manager (CSM) plays a vital role in managing and enhancing the operational relationship with our client s key customers. This position requires a combination of technical expertise, customer management skills, and project management abilities to ensure the highest levels of customer satisfaction and operational excellence.

Key Responsibilities:

• Develop and maintain strong, long-term relationships with key customers.
  
• Act as the primary point of contact for customer operational issues and inquiries.
  
• Understand the customer's business goals and technical environment to provide tailored support.
  
• This is a directly customer-funded role that leads the delivery of this service.
  
• Provides reactive support and builds a relationship with the customer s operational team(s), typically Customer Experience Centers, Service Operations, or Network Support organizations.
  
• Coordinates all areas of the company to assist the customer in resolving their incidents as quickly as possible, maximizing availability. Acts as a point of escalation for the customer, keeping them updated throughout the life of their incident and assisting with an analysis of their incident after resolution.
  
• Coordinates other Expert Care resources (i.e., Asset Manager, Learning Advisor, Technical Consulting Engineers, High Touch Engineers) to maximize availability and increase the customer s operational efficiency.
  
• Leads the operational section of the Monthly Business Review (MBR) and Quarterly Business Review (QBR), building trust, articulating value, and providing a point of view.
  
• Develop and maintain strong relationships with customers and other company teams.
  
• Possess detailed knowledge of customer s infrastructure, critical sites, and operating procedures as agreed upon with the customer.
  
• Work closely with Day 1 Project Engineering, BCS Engineering, and System Engineering teams to provide input and guidance on technical operational issues and stay across all running and upcoming projects.
  
• Lead and drive cross-functions, internal and external, on critical outages and complex issues at the network level (not just device level), turning around critical issues and customer sentiment.
  
• Lead Root Cause Analysis (RCA) on escalated or recurring issues (problems) and drive discussions with the customer in RCA and PIR (Post Incident Review) readout sessions.
  
• Attend weekly/bi-weekly case review calls to drive resolution on reactive break/fix issues.
  

Required Skills and Experience:

• Requires a general understanding of the processes, procedures, and systems used to accomplish the work and familiarity with the broader underlying concepts in own job family/job discipline.
  
• Applies knowledge of how the team relates to other closely related areas to improve the efficiency of their work.
  
• Bachelor s degree + 5 years of relevant experience, or
  
• Master s degree + 3 years of relevant experience.
  
• Strong customer support process skills.
  
• ITILv4 Foundation.
  
• ITIL v4 Create Deliver Support (desirable).
  
• CCNA (optional).
  

Desired Attributes:

• Strong customer focus and commitment to delivering exceptional service.
  
• Ability to work independently and as part of a team.
  
• Flexibility to adapt to changing priorities and customer needs.
  
• Proactive and results-oriented mindset.