Customer Success Manager

Company: The Select Group
Location: Sunnyvale
Posted on: October 30, 2024

Job Description:

CUSTOMER SUCCESS MANAGER (CSM)
Overview:We are seeking a Customer Success Manager to join a premium services delivery team focused on delivering best-in-class support to clients. In this role, you will manage small to mid-sized accounts and drive proactive solutions, ensuring customer satisfaction and success. This position allows for a flexible schedule with remote work opportunities.
Key Responsibilities:

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• Customer Management: Build strong, positive relationships with customers and internal stakeholders, serving as the primary point of contact for all service-related matters.
  
• Service Advocacy: Act as an advocate for customers within the service delivery team, ensuring a seamless experience and successful resolutions to technical and service issues.
  
• Customer Success Plans: Develop and implement Customer Success Plans (CSP) based on customer needs and goals, monitoring progress and results.
  
• Problem Resolution: Lead and manage escalations, coordinating with engineering teams to resolve issues efficiently.
  
• Reporting and Reviews: Conduct Quarterly or Monthly Service Reviews, analyzing key metrics and identifying trends to proactively address potential challenges.
  
  Must-Have Skills:
  
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  • 2-4 years of experience in a customer success role (CSM, SAM, HTOM, etc.)
    
  • Basic understanding of wireless, networking, and IT environments
    
  • Experience with ITIL/ITSM processes (certification not required; V3 is acceptable)
    
  • Exceptional communication skills and a professional, personable demeanor
    
    Nice-to-Have Skills:
    
    • 
      
    • Proven ability to proactively manage customer expectations and drive successful outcomes
      
    • Familiarity with working in collaborative environments, contributing to team success and knowledge sharing
      
      Why Join Us:This is an opportunity to be part of a dedicated and innovative team, working alongside a renowned industry leader in networking and IT solutions. As a Customer Success Manager, you will be integral to helping clients achieve their IT objectives and enhancing overall satisfaction. If you are passionate about customer success and thrive in a dynamic environment, we encourage you to apply.
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Keywords: The Select Group, Sacramento , Customer Success Manager, Executive , Sunnyvale, California