Customer Success Manager

3 weeks ago

Philippines Booth & Partners Full time

Overview

Customer Success Manager (Infrastructure) focused on delivering a great customer experience throughout the lifecycle. You will guide customers along their adoption journey by understanding their business, strategy, and key initiatives to help achieve their objectives and outcomes.

Responsibilities:

  • Provide insights that help customers make decisions on how to best achieve their business or technical goals
  • Collaborate with cross-functional teams to ensure a continual and seamless delivery of services to our customers
  • Orchestrate activities related to onboarding, conduct monthly service meetings, and execute regular business reviews
  • Closely monitor the health of our customer relationships, predict and navigate challenges and offer solutions that increase satisfaction and retention
  • Build Customer Success Plans, establish critical goals and aid the customer in achieving their objectives and outcomes
  • Ensure customer retention, as well as drive adoption and growth
  • Identify and develop expansion opportunities. Use your knowledge of our services to identify the best features for each customer’s needs and outcomes
  • Represent voice of the customer; provide internal feedback on how we can better serve them and collaborate across internal teams to ensure exceptional customer experience
  • Provide support to Delivery teams with respect to online services, contract issues, incident management, customer escalations and areas of service improvement

Requirements:

  • 5+ years of relevant work experience in a customer facing role
  • Familiarity with Infrastructure-as-a-service (IaaS) offerings, recurring revenue business models and how Customer Success is key to this success
  • Experience managing and supporting customers in a technology driven, managed services environment
  • Experience with SLO, SLA and KPI deliverables is an asset
  • A proven ability to curate opportunities for growth and expansion within an existing customer base
  • Working knowledge of service delivery concepts, processes, and procedures, and the ability to enhance and manage continuous process improvement
  • Strong ability to deliver value-based conversations with C-level stakeholders to create and nurture strategic partnership
Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Information Technology
Industries
  • IT Services and IT Consulting
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