Customer Success Manager

Customer Success Managers are the primary point of contact responsible for account management, customer satisfaction, service delivery management, resource forecasting, and profitability management. Customer Success Managers are advisors to our customers and help identify potential opportunities and enhancements for our existing clients as well as future customers.

Responsibilities:

• This role is the advocate for both the Customer and Coretek to ensure both entities are successful throughout the life cycle of the engagement.
• This role owns customer satisfaction by managing the onboarding experience, proactively escalating risks, issues, and other blockers, and conducting monthly scorecard meetings.
• Ensure Contract Performance by meeting timelines for service tasks or issues, account deliverables and Service Level Agreements (SLA's) are met and provided, in a timely and efficient manner. Validate contract performance through Monthly Scorecard Meetings with the client.
• Proactively escalates to the appropriate technical teams if customer commitments are in jeopardy of being met.
• Drive deeper customer relationships through customer advocacy by Identifying Additional Business Value and facilitate conversations with Internal Coretek Pre Sales/ Sales.
• Driving the Client contract renewal process.
• Identifying opportunities to optimize and mature client environment (reduce cost, new technologies, solutions that may provide business value)
• Responsible for design and delivery of services to Enterprise Level clients by leveraging the relevant technical teams to deliver these designs and services.
• Responsible for working with clients utilizing a full IT Service Management skillset which includes Citrix, Azure, O365, Microsoft, Azure Virtual Desktop, Security and Networking
• This role works closely with the technical leadership team by providing feedback on areas of coaching and improvement for members of the technology team that directly support their customers.
• This role manages, leads, and represents the team at other support meetings such as change, incident and problem.
• Works with Service Delivery Management to manage overall strategy and direction for IT Service Management team.
• Serve as subject matter expert for client presentations on current customer offerings.
• Work with individuals and teams; diffuse situations, unite and motivate team.
• Serve as a manager, mentor, knowledge resource, and escalation point of contact.

Requirements

• Strong background or exposure to enterprise process or IT related services and/or environment
• Managed services experience is a plus
• 2-5 years of account management or lead experience preferred
• Experience or comprehension of networking (Palo Alto), cloud (Azure), desktop virtualization (Citrix/VMware), O365 preferred
• Experience working in a Windows environment a plus
• ITIL, PMP, Agile or Six Sigma certifications is a plus
• Ability to manage multiple tasks in a fast-paced environment with the ability to lead or influence customer facing meetings
• Ability to travel 10-20% nationwide