Overview

Reporting to the National Manager - Customer Success, the Sr. Customer Success Manager (CSM) is responsible for developing customer relationships that promote retention and loyalty. The Sr. CSM works closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction. This includes the ability to identify and promote improvements to customer technical services and systems. The Sr. CSM will spend an equal amount of their time ensuring customer satisfaction, developing opportunities to expand services and customer administrative compliance.

Responsibilities

Customer Satisfaction:

• Be responsible for ensuring high levels of customer satisfaction and retention for all customers in the assigned portfolio.
• Along with Technical Services Consultant, act as a primary contact for customer stakeholders throughout the customer relationship.
• On behalf of the customer, be responsible to maintain awareness of service management performance, including timely resolution of incidents and delivery of projects & technical services.
• Act as an escalation point for major incidents, assisting in the coordination of resolving parties, effective communication to stakeholders and post incident review.
• Be responsible for continuing risk management to ensure retention and growth of customers in the assigned portfolio.
• Be responsible to manage the customer feedback through survey tools and other forms of customer feedback to ensure continued customer satisfaction.
• Responsible to acquire new business opportunities.

• Be accountable to promote opportunities to continually improve standards for hardware, software and security in the customer's environment, ensuring the effective and efficient use of technology in enabling a customer's organization to achieve its goals.
• Collaborate directly with the Technical Services Consultant to ensure the quality and performance of technical services for customers in the assigned portfolio, including making recommendations for service improvement.
• Be accountable to ensure all administrative tasks are completed according to company standards, including those tasks that support the effective delivery of a customer's technical services and systems.

• Plan and coordinate own/team's activities to meet deliverable commitments and quality expectations.
• Work collaboratively with other team members from different disciplines and backgrounds.
• Implement better and/or innovative ways to meet goals or overcome obstacles.
• Help to maintain a high level of customer focus within the team.
• Build expertise in key technical, functional and professional skills
• Keep management informed and involved as issues develop.

• Requires at least a bachelor's degree, or its foreign equivalent, or equivalent combination of relevant education and experience.
• 6+ years of experience in account management, outside sales of customer service with the ability to work independently providing customer service for the technical services and systems of a small and medium business.
• Ability to undertake the above responsibilities
• A passion for Service Improvement in a Customer/Service Provider Relationship
• Strong business development, negotiation, and influencing skills
• Working knowledge of ITIL Service Lifecycle and IT Best Practices
• Excellent organizational skills and strong ability to manage and prioritize and tasks and time efficiently for yourself and others
• Excellent written and verbal communication skills
• Excellent customer facing/customer service skills
• Able to demonstrate a high degree of flexibility including shift and out of hours working
• Able to manage sensitive and sometimes confidential information
• Must be able to learn new concepts, applications and technologies quickly