PurposeThis position is responsible for proactively owning the technical relationship between the customer and C Spire Business. The Client Success Manager II and III (CSM) is technical support engineer, customer champion, and relationship manager for a defined group of post implementation customer accounts.The C Spire Business Client Success Manager (CSM) has a single mission:
Partner, Serve, and Lead.Essential FunctionsProactively 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 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 recommendation 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.CompetenciesSome of the core competencies of a successful Client Success Manager, are project management, IT Service Management, and a comprehensive technical acumen across a broad spectrum of computing disciplines. Additional capabilities include strong leadership, communication, and technical skills.
Leadership/Ownership/Accountability:Accountable for all technical issues and technical relationship
Able to actively drive problems to resolution
Able to create and drive a technical strategy to address customer issues
Able to own issue resolution, root cause analysis, and remediation
Sound decision making and critical thinking skills
Able to mentor and coach team members
Expert organization and prioritization skills
Communication skills:Excellent written and verbal skills
Strong interpersonal skills to interact with clients, management, and peers
Effective cross-department communication
Document and communicate problem/resolution and information/action plans
Able to stay calm during times of crisis
Able to contribute to a team environment with a high degree of professionalism and skill
Technical skills:High-level process knowledge and technical skills relating to virtualization, networking, and IT Service management
Knowledge of Windows-based server operating systems and Windows DomainsKnowledge of enterprise support tools and ticketing/documentation systems
Strong familiarity with process frameworks such as ITIL, MOF, and CobITExperience supporting enterprise-level applications is preferred
Supervisory ResponsibilityThere are no direct reports.Work EnvironmentIn most cases, work will be performed in a climate-controlled office space.
Physical DemandsThere may be some lifting up to 75 pounds, but most activities are clerical in nature and require the use of computers and phones.Position Type/Expected Hours of WorkStandard Business Hours, Monday through Friday.
TravelMarket-based travel is estimated to be approximately 50-75%. Overnight travel is estimated to be 1%.Required Education, Experience, and CertificationsThis position requires advanced customer service and rapport-building abilities, strong analytical and problem solving skills, a high level of professionalism, the ability to multi-task, strong attention to detail, and self-motivation.The candidate should have 5+ years experience in progressively responsible roles relating to technical services delivery in the Managed IT Services industry.All candidates will be subject to a technical screening.
Preferred Education, Experience, and CertificationsBachelor's Degree in Computer Science, Business Administration, MIS, or related field is preferred.The candidate should have 5+ years experience in progressively responsible roles relating to technical services delivery in the Managed IT Services industry.
Additional Eligibility QualificationsnoneOther DutiesPlease note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
C Spire Wireless