Customer Success Manager
Core
Partner with customers as an extension of their IT management structure to ensure service delivery, manage escalations, and drive customer satisfaction for IT services.
Role type
Senior Customer Success Manager (IT Services)
Builds
IT service delivery and customer success plans for assigned accounts
Domain
IT Services / Networking / Cloud
Deliverable
client delivery
Required skills
Customer Success management, IT service management (ITIL/ITSM), escalation management, program management, account management, statistical analysis, service review facilitation
Preferred skills
PMP certification, ITIL/ITSM certification, Wireless/Networking/Cloud knowledge, risk management experience
Technologies
Microsoft Office, Customer Success tools, Wireless, Networking, Cloud
Responsibilities
Manage customer escalations and coordinate engineering referrals, conduct Quarterly Service Reviews, develop Customer Success Plans, monitor service delivery and trends, lead support teams, and ensure conformance to service deliverables
Seniority
Senior, hands-on IC with leadership responsibilities