Overview The Customer Success Manager is responsible for proactively owning the technical relationship between the customer and C Spire Business. This role serves as a technical liaison, customer champion, and relationship manager for a defined group of post-implementation customer accounts.
"Customer Inspired" isn't our slogan - it's our driving force, and not everybody is built for it. While we all bring our own strengths and skillsets to the table, there are some traits every C Spire Team Member needs to have:
- A relentless obsession to be the best in our industry
- A winner mentality determined to outsmart and outdo competitors
- A single-minded commitment to unbeatable customer experiences
- An unapologetic passion for innovation and technology
- An uncompromising drive toward continuous improvement
- A steadfast devotion to doing the right thing the right way
- A deep-seated dedication to accountability and ownership
Responsibilities The Customer Success Manager has a single mission: Partner, Serve, and Lead.
- Proactively own and manage multiple high-visibility and high-touch customer relationships.
- Understand short and long-term customer goals and objectives as they relate to Information Technology (IT) and Business Alignment.
- Drive issue resolution using standard process/procedures in coordination with supporting resources.
- Provide a single point of contact for customer account concerns.
- Regularly communicate with assigned accounts, set expectations, and negotiate priorities appropriately.
- Develop highly effective relationships across all departments.
- Assist in establishing and documenting each customer's processes, procedures, customizations, and configurations.
- Provide mentoring and assistance to other team members.
- Assist in proactively managing, measuring, and tracking customer tickets (incidents) to ensure their timely resolution.
- Provide timely issue/incident status updates, root-cause analysis, and strategies to address.
- Recognize and resolve systemic issues (problems) to prevent them from repeating.
- Provide recommendations for product enhancements and implementation of new technologies.
- Escalate issues as appropriate.
- Apply fundamental troubleshooting skills to issues before escalating to the appropriate group.
- Recognize revenue opportunities and facilitate them inside current accounts.
- Document, track, and support compliance with Service Level Agreements.
- Ensure ticket data is accurate and regularly updated (e.g., statuses, owners, billing).
- Ensure customer service level agreements.
- Regularly meet with the Service Owners, Systems Administration Team, and others to identify immediate and long-term customer needs.
Qualifications
Customer Success Manager I REQUIRED - At least one year experience in progressively responsible roles relating to technical account management required.
- Strong leadership, communication, and customer service skills required.
- Proven success working with customers and providing a differentiated level of service.
PREFERRED - Bachelor's Degree in Computer Science, Business Administration, MIS, or related field is preferred.
- Knowledge of enterprise support tools and ticketing/documentation systems preferred.
Customer Success Manager II REQUIRED - At least 2 years experience in progressively responsible roles relating to technical account management required.
- Proven experience supporting business customers and partnering with sales leaders and internal technical support required.
- Proven success working with customers and providing a differentiated level of service.
- Proven experience with Salesforce or a similar CRM to support business customers.
- Strong leadership, communication, and customer service skills required.
PREFERRED - Bachelor's Degree in Computer Science, Business Administration, MIS, or related field is preferred.
- Knowledge of enterprise support tools and ticketing/documentation systems preferred.
Customer Success Manager III REQUIRED - Minimum of 4 years experience in progressively responsible roles relating to technical account management required.
- Proven experience supporting business customers and partnering with sales leaders and internal technical support required.
- Proven experience with Salesforce or a similar CRM to support business customers.
- Exceptionally skilled at working with business customers on renewals and up-selling new services.
- Strong leadership, communication, and customer service skills required.
- Knowledge of enterprise support tools and ticketing/documentation systems required.
PREFERRED - Bachelor's Degree in Computer Science, Business Administration, MIS, or related field is strongly preferred.
- High-level process knowledge and technical skills relating to virtualization, networking, and IT Service management strongly preferred.
Please note that this role's duties, responsibilities, and activities may change at any time.