Customer Experience Manager

SEIZE THE OPPORTUNITY TO BE A PART OF SOMETHING GREAT!

Presidio is on the leading edge of a technology-driven movement to transform the way business is done, for our customers and our customers' customers. Joining Presidio means immersing yourself in a culture of self-starters, collaborators and innovators who make real, lasting change in the marketplace via cutting-edge technology and business solutions. At Presidio, we know that it's our people that make the connections happen.

WHY YOU SHOULD JOIN US? You will set your career on track for outstanding achievement with a company that knows no limits. Presidio is a leading a global digital services and solutions provider focused on Digital Infrastructure, Business Analytics, Cloud, Security & Emerging solutions

THE ROLE: Customer Experience Manager

The Customer Experience Manager (CEM) is responsible for developing the CEM role for Presidio's DBSS practice. The CEM is responsible for developing and maintaining relationships with Managed Cloud clients, addressing their technical needs, and finding opportunities for expanding the Managed Cloud client base. Besides building strong relationships with customers, CEMs understand the needs and goals of potential future clients and use that to promote Presidio's products and services. The CEM owns customer onboarding and lifecycle management, working with other business units to deliver services across Presidio's entire portfolio to Managed Cloud customers. A successful CEM aligns Managed Services KPIs and customer outcomes with account management, sales overlays, and regional delivery leadership. A commitment to continuous Customer Success improvement and a holistic approach are critical for success.

Key Responsibilities:

• Develop and execute on an operational support strategy that helps our customers continue to grow and be successful on the AWS platform
• Explain transformational concepts to executive decision makers and influence their technology strategy
• Maintain a keen understanding of Managed Cloud Services and how they relate to other services in Presidio's service portfolio
• Maintain an understanding of enterprise technology adoption
• Possess exceptional customer focus and a bias for action
• Work vigorously to earn and keep customer trust while communicating a bold direction that inspires results
• Exhibit a passion for operational excellence by solving customer issues while teaching customers to optimize business impact
• Develop and deliver Quarterly Business Reviews to effectively prove the value of Managed Cloud Services quarter over quarter, year over year
• Manage customer onboarding projects for implementation of Managed Services Best Practices and Operational Readiness Requirements
• Manage Well-Architected Review remediation projects for Managed Cloud customers
• Provide the service development team with customer feedback and service performance metrics to help identify potential new features or process improvements

• Ensure that all client records and required documentation is complete, accurate, and maintained throughout the duration of the contract
• Review service failures and confirm appropriate Problem Management actions are being developed and executed
• Develop and maintain customized communication plans for each client. Specific deliverables to include and are not limited to the following:


• Meeting Agendas
• Meeting Minutes
• Task Tracking
• Escalation Tracking
• Renewal Tracking


• Client Contract Profitability, Upsell and Renewal


• Identify opportunities to increase the amount of services we are providing to our clients
• Identify opportunities to reduce the cost of the services we are providing to our clients
• Confirm bills are being properly created, delivered and client is paying as per the terms of the contract
• Validate, negotiate, and process service credits as required with approval from Sales Management
• Confirm contract renewal activities are proceeding starting approximately 120 days before the contract end date and escalate all expired contracts to the Sr. Leadership team


• Key Success Metrics


• Client satisfaction ratings
• Delivery leadership feedback on the Sr. CEM and associated client relationship
• Number of QBRs delivered on-time
• Number of client-initiated Delivery performance escalations
• Percentage of upsells for which the Sr. CEM identified and drove
• Percentage of contract renewals

Education and Experience:

• AWS Certified Cloud Practitioner - is a Plus
• Passion for Customer Service
• Ability to quickly learn new technologies
• Proven ability to solve problems creatively
• Strong familiarity with project management software tools, methodologies, and best practices
• Excellent analytical skills
• Strong written/interpersonal and leadership skills

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ABOUT PRESIDIO

Presidio is committed toDiversity, Equity, and Inclusion at the highest levels and has strengthened its drive to build and drive systemic DE&I change process across all levels of the organization. Cultivating a culture of inclusion where the expression of all our differences are valued, celebrated, and add to our collective achievements.

Presidio is a global digital services and solutions provider accelerating business transformation through secured technology modernization. Highly skilled teams of engineers and solutions architects with deep expertise across cloud, security, networking and modern data center infrastructure help customers acquire, deploy and operate technology that delivers impactful business outcomes. Presidio is a trusted strategic advisor with a flexible full life cycle model of professional, managed, and support and staffing services to help execute, secure, operationalize and maintain technology solutions. We serve as an extension of our clients' IT teams, providing deep expertise and letting them focus on their core business. Presidio operates in 40+ US offices and offices in Ireland, London, Singapore, and India.

For more information visit:http://www.presidio.com

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Presidio is an Equal Opportunity / Affirmative Action Employer / VEVRAA Federal Contractor. All qualified candidates will receive consideration for this position regardless of race, color, creed, religion, national origin, age, sex, citizenship, ethnicity, veteran status, marital status, disability, sexual orientation, gender identification or any other characteristic protected by applicable federal, state and local statutes, regulations and ordinances.

To read more about discrimination protections under Federal Law, please visit:https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf

If you have any difficulty using our online system and need an accommodation in the job application process due to a disability, please send an email [email protected] assistance.

Presidio is a VEVRAA Federal Contractor requesting priority referrals of protected veterans for its openings. State Employment Services, please provide priority referrals [email protected].

RECRUITMENT AGENCIES PLEASE NOTE:

Agencies/3rd Parties may not solicit to any employee of Presidio. Any candidate information received from any Agency/3rd Party will be considered a gift and property of Presidio, unless the Agency/3rd Party is an Authorized Vendor of Presidio with an up-to-date Presidio Contract in hand signed by Presidio Talent Acquisition. No payment will be made to any Agency/3rd Party who is not an Authorized Vendor, nor has specific approval in writing from Presidio Talent Acquisition to engage in recruitment efforts for Presidio.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)