Customer Success Manager (CSM) Lead Consultant

Position Summary:

The Customer Success Manager (CSM)develops and manages the strategic relationship with our customers to promote a strong and trusted partnership. A successful CSM ensures our customers receive value from Navisite’s services, mitigates churn, and ultimately helps grow the account. As an advocate for the customer, this key resource works with Navisite internal teams to ensure timely action and communication both proactively and reactively when issues arise. As part of this role, the CSM interacts with all levels of the organization including sales, service delivery/operations, finance, and executive management to ensure the highest level of customer satisfaction and retention.

The CSM must possess excellent written and verbal communication skills and must be able to manage multiple projects and customers in a fast-paced environment. This person must have demonstrated the ability to act as a self-starter, execute objectives and solve problems without day-to-day supervision. A key attribute of the CSM is the ability to bring local and remote teams together to work on and resolve issues that arise to mitigate customer impact.

This individual will have specific visibility into internal process management such as Incident, Change, and Problem Management within their assigned accounts. In addition, this role requires the ability to synthesize data including incident, status, and project information, and to effectively present that information back to the customer in presentations, graphical, and dashboard formats.

MAJOR DUTIES AND RESPONSIBILITIES

In addition to the core competencies, you will:

· Advocate for customer satisfaction to ensure the highest level of retention and growth

· Have an intimate understanding of the customer’s contract and adherence with SLAs, working to ensure services are delivered as contracted

· Understand the customer’s contract, contract structure, and services sold within each assigned account, including an awareness and visibility into the current utilization of services

· Proactively drive efforts to improve the customer’s experience with Navisite’s products and services such as recommending upgrades, applicable new product sets, and configuration changes, in concert with the sales and delivery teams

· Provide regular internal status updates and customer sentiment, as directed, within internal tools and systems

· Provide oversight for multiple concurrent customers and Navisite initiatives, including project planning/forecasting, resource coordination, regular status updates and maintenance of risk and issue logs

· Initiate the renewal process and coordinate with Sales and internal teams

· Keep the customer informed and by enabling customer participation and communication in an organized and proactive manner facilitated by RAIL calls, status meetings, business reviews and executive briefings

· Provide single point of contact for escalation of day-to-day operational issues

· Provide support to the team during major incidents

· Ensure the customer receives timely responses and the best possible solutions related to change requests and incidents

· Maintain regular contact with Navisite’s Sales team/Account Manager assigned to the account

· Develop and maintain positive customer relations with business contacts

· Perform periodic internal account reviews, with Navisite’s account team, and broader executive team as needed

· Work with customer to establish a cadence of normal business reviews to discuss the health and activity of the client business

What we are looking for (Skills and Competencies)

- 10+ years’ experience in Service Management or related role

- Technical account level exposure within ERP systems, managed hosting, cloud environments, networking, SAN/storage, disaster recovery, database management and security solutions. Preference for SAP knowledge and proficiency.

- Ability to manage multiple accounts and priorities

· Demonstrated ability of a high degree of independence and the ability to be proactive and solution-oriented

· Excellent interpersonal and relationship-building skills

· Strong written, verbal, and communication skills

· Generate innovative ideas and the ability to challenge the status quo

· Project management training and experience is a plus

Education

BS/BA degree, technical certifications and technology background are strongly preferred.

WORKING CONDITIONS

Hybrid

Skills Required

Business Reviews

Customer Relationship Management (CRM)

ITIL Foundations

Customer Satisfaction

Business Presentations

Resource Coordination

Lead generation.

Account Retention & Renewal

Leadership

Microsoft Office