Customer Success Manager at ConvergeOne in Remote
Overview Summary The Customer Success Manager (CSM) has the responsibility to proactively maintain and improve service quality through a constant cycle of interaction, monitoring and reporting on service achievements and initiating actions to continuously improve services and productivity. The CSM will understand the client's business and act as an extended member of the Client's team to maximize the Client's investment in the services purchased from ConvergeOne. The CSM will work with the Client and ConvergeOne to maximize the uptime and efficiency of their telecommunications infrastructure by planning and advocating change, driving communications, and managing escalations when problems occur. Performs duties as a CSM in support of defined portfolio of customer accounts as required Responsibilities Essential Functions Acts as a single point of contact between the Client and ConvergeOne. Coordinates periodic customer operation and business reviews at the defined intervals Builds and maintains the corporate customer service relationship, may personally call on key client locations as needed Assures that services are being delivered in accordance with established Service Level Agreements (SLA's) Assists in determining the level of services needed by the Client to support their business Evaluates and validates problems; assists in driving incident and problem resolution Leads critical /strategic service initiatives by investigating and understanding the internal business processes of customer Recognizes business opportunities and works with the National Account Manager (Sales) to develop them Escalates, manages, and drives resolution for all assigned client's incidents, problems, and projects Works with Project Managers to oversee fulfillment of incremental service requests Works with NAMs, Solutions Designers, Professional Services Delivery, Project Managers and Transition Managers to ensure a single point of escalation to the customer for Delivery Additional Specific Duties and Responsibilities Provides Customer reports (monthly/quarterly) per the standard set forth by contract requirement, coordinate completion of internal governance reporting per the standard set by the Senior Director of Customer Success Qualifications Required Qualifications 5
years of experience in customer relationship management Strong history of driving results in major Account Service Management Experience working in large corporate environments Visionary and strategic - able to lead a service relationship Demonstrated ability to lead complex project teams to deliver results Highly knowledgeable of technology industry trends and strategies Ability to communicate (orally and written) clearly and effectively Superior negotiation, coordination, and conflict resolution skills Strong analytical, interpersonal, and relationship building skills Strong sense of urgency and commitment to get the job done Strong work ethic and personal drive to excel Exceptional organizational skills and attention to detail Knowledge and exposure to Six Sigma, ITIL, Lean, or other best practice frameworks Ability to use (and learn new) complex systems, technologies, and applications Ability to adapt to change quickly and multi-task Desired/Preferred Qualifications 5
years of experience in large account service management 3
years practical experience and holder of certification such as Six Sigma Green Belt, or ITIL Foundations PMI or another project management certification familiarity with Cisco Avaya UC, CC, or video solutions
Salary Range:
$80K -- $100K
Minimum Qualification
Account ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
years of experience in customer relationship management Strong history of driving results in major Account Service Management Experience working in large corporate environments Visionary and strategic - able to lead a service relationship Demonstrated ability to lead complex project teams to deliver results Highly knowledgeable of technology industry trends and strategies Ability to communicate (orally and written) clearly and effectively Superior negotiation, coordination, and conflict resolution skills Strong analytical, interpersonal, and relationship building skills Strong sense of urgency and commitment to get the job done Strong work ethic and personal drive to excel Exceptional organizational skills and attention to detail Knowledge and exposure to Six Sigma, ITIL, Lean, or other best practice frameworks Ability to use (and learn new) complex systems, technologies, and applications Ability to adapt to change quickly and multi-task Desired/Preferred Qualifications 5
years of experience in large account service management 3
years practical experience and holder of certification such as Six Sigma Green Belt, or ITIL Foundations PMI or another project management certification familiarity with Cisco Avaya UC, CC, or video solutions
Salary Range:
$80K -- $100K
Minimum Qualification
Account ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
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