Manager, Customer Success Team

The Manager of Customer Success will be a key leader within Coretek and the main point of contact for all Managed Service customers, with a keen focus on management of our Customer Success Team. This role is focused on Customer Satisfaction, Service Delivery Management, Resource forecasting, Profitability and identifying potential opportunities to drive additional business value for existing and potential future customers.

Responsibilities:

• Manage the team of Customer Success Managers
• Own process for onboarding new customers and ensuring timely execution and an excellent customer experience. ~30 days
• Maintaining and increasing client satisfaction; if a client is identified as at risk, develop a plan to get them back to green
• Ensure profitability targets are for each contract agreement are being met and work with supporting departments to develop profitability action plans for low performing accounts
• Ensure team is tracking performance against customer contracts and Service Level Agreements (SLA's) are met and provided, in a timely and efficient manner
• Work with the Director of Customer Success to manage overall strategy and direction for CSM Team
• Track renewals for accounts and support the CSM Team on renewal process; including identifying opportunities to drive additional value in current accounts
• Drive Knowledge Process outsourcing (KPO's)

• Work with clients utilizing a full IT Service Management skillset which includes Citrix, Azure, O365, Microsoft, AVD and Networking
• Provides resource management, counseling and improvement of the members of the Technology team; manages, leads and represents the team at other support meetings such as change, incident and problem
• Ensure that deployments, improvements and migrations to the IT Service Management team supports processes ensuring organization is fully aligned to an ITIL framework

• Serve as subject matter expert for client roadmap sessions and client presentations on current customer offerings
• Work with individuals and teams; diffuse situations, unite and motivate team

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 management or lead experience

• Experience or comprehension of cloud (Azure), desktop virtualization (Citrix/AVD), O365 services, networking (Palo Alto) preferred
• Experience with Service Now or ITSM tools a plus
• Experience working in a Windows environment a plus
• Experience recruiting key talent, conduct performance reviews, provide continual growth opportunities and optimize employee retention
• Multitasked oriented in a fast-paced environment with the ability to lead or influence customer facing meetings
• ITIL, PMP, Agile or Six Sigma certifications is a plus

• Ability to travel 10-20% nationwide