Customer Success Manager Assistant Manager (Remote)

Customer Success Manager – Assistant Manager/Manager

Job Summary

The Manager/Customer Success Management Lead develops and manages the relationship with our customers to promote a strong and trusted partnership. In addition, in this role the Manager/CSM Lead also provides leadership to a subgroup of assigned CSMs. As an advocate for the customer, this key resource works with Navisite internal teams to ensure timely action and communication both proactively and reactively when issues arise. As part of this role, the Manager/CSM Lead interacts with all levels of the organization including sales, service delivery/operations, finance and executive management to ensure the highest level of customer satisfaction and retention. The Manager/CSM Lead will provide direction and guidance to their team members and will serve as a point of escalation.

The Manager/CSM Lead must possess excellent written and verbal communication skills and must be able to manage multiple projects and customers in a fast-paced environment. This person must have demonstrated ability to act as a self-starter and can execute objectives and problem solve without day-to-day supervision. A key to attribute for the Manager/CSM Lead is possessing the ability to bring local and remote teams together to work on and resolve issues that arise.

This individual will have specific visibility into internal process management such as Incident, Change and Problem Management within their assigned accounts. In addition, this role requires the ability to synthesize data including, incident, status and project information, and to effectively present that information back to the customer in presentations, graphical and dashboard formats.

Major Duties And Responsibilities

In addition to the core competencies, you will:

• Provide leadership and guidance to assigned team members
• Provide input into team member performance reviews
• Assist with resource allocation and planning
• Responsible for an account load in addition to supervising team members who maintain their own account loads
• Advocate for customer satisfaction to ensure the highest level of retention and growth
• Provide oversight for multiple concurrent customers and Navisite initiatives, including project planning/forecasting, resource coordination, regular status updates and maintenance of risk and issue logs
• Proactively drive efforts to improve the customer’s experience with Navisite’s products and services such as recommending upgrades, applicable new product sets and configuration changes, in concert with the sales and delivery teams
• Provide regular internal status updates and customer sentiment, as directed, within internal tools and systems
• Understand the customer’s contract, contract structure and services sold within each assigned account, including an awareness and visibility into the current utilization of services and renewal dates
• Keep the customer informed and by enabling customer participation and communication in an organized and proactive manner facilitated by RAIL calls, status meetings, business reviews and executive briefings
• Provide single point of contact for escalation of day-to-day operational issues
• Provide support to the team during major incidents
• Ensure the customer receives timely responses and the best possible solutions related to change requests and incidents
• Review Navisite change plans to ensure that customer impact is minimized or avoided; customers receive advance notice; customers agree with and are prepared for the change
• Interacting with the customer on change requests, which may include:
• Recognizing out of scope items during a technical call and interjecting to ensure the proper change assessment and implementation process is followed
• Communication to the customer about why a request is in or out of scope
• Coordinating with the technical and sales team to document change requests
• Facilitating approval of change requests with the customer
• Understand customer’s technical design and ensure that proper monitoring is implemented to optimize the responsive time when potential issues arise
• Maintain regular contact with Navisite’s Sales team/Account Manager assigned to the account
• Develop and maintain positive customer relations with business contacts
• Perform periodic internal account reviews, with Navisite’s account team, and broader executive team as needed
• Work with customer to establish a cadence of normal business reviews to discuss the health and activity of the client business

What We Are Looking For (Skills And Competencies)

• 13+ years of experience in Customer Success, Service Management, or related role
• Previous supervisory experience is a plus
• Technical account level exposure within managed hosting, cloud environments, networking, SAN/storage, disaster recovery, application management, database management and security solutions
• Ability to manage multiple accounts and priorities
• Demonstrated ability of a high degree of independence and the ability to be proactive and solution oriented
• Excellent interpersonal and relationship building skills
• Strong leadership skills
• Strong written, verbal and communication skills
• Generate innovative ideas and the ability to challenge the status quo
• Project management training and experience is a plus
• Previous sales experience is a plus

Education

• BS/BA degree and technology background strongly preferred