Customer Success Manager

The impact
you will have:

Your passion is customer
success!

As a Customer Success
Manager, you will focus on great customer experience throughout the lifecycle
of your engagement with them.  Both passionate and a trusted partner, you
will guide your customer along their adoption journey by understanding their
business, their strategy, and key initiatives, all with an intention to help
them achieve their key business objectives and desired outcomes.

What you'll do:

·       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, predicting and navigating 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 in -depth knowledge of our services to identify
the best features/functionality for each customer’s needs and required outcomes

·       Represent 'voice of the customer' to
provide internal feedback on how we can better serve them.  Understand the
needs of your customer, and collaborate across internal teams to ensure the
delivery of an exceptional customer experience

·       Provide support to Delivery teams
with respect to online services, contract issues, incident management, customer
escalations and areas of service improvement

What you'll bring to the table:

·       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 (Tech Experience)

·       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, as well as 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