Customer Success Manager

#remote #customer #service #job

Job Title: Customer Success Manager

Description

Crossfuze


Today

04/06/2021 01:40:05

Job type: Full-time

Remote (USA Only)

Hiring from: USA Only

Category: Customer Service


  • Manage, lead, mentor and train a team of Engagement Managers.
    • Develop a high-performance team that successfully leads engagements, maintains deadlines, mitigates risks, manage costs, and provide in-depth knowledge of ServiceNow Delivery Methodologies
    • Coach team to proactively build relationships with customers with the goal of retaining and growing customer footprint
    • Bi-weekly 1:1’s to coach, mentor, and assist in successful project delivery
    • Responsible for measuring individual and team performance against Crossfuze business objectives
    • Interview, recruit, and hire new employees.
    • On-board and train new engagement managers
    • Develop annual training plans to help grow your teams’ education, experience, and career development.
    • Monitor teams CSAT, utilization, and project load
  • Resolve escalations between customers and Crossfuze teams to ensure customer success and adoption.
    • Evaluate customer concerns and coordinate resolution efforts and root cause analysis/post-mortem discussions.
    • Oversee execution of clear documentation of the issues, mitigation and resolution plans, and customer and stakeholder communication
    • Assess root cause analysis for escalation and build systems to avoid repetition
  • Identify and implement improvements to customer success journey
    • Work cross departmentally including delivery, sales leadership and executive leadership.
    • Work to implement improvements to PMO process and finding ways to make it easier for the team to deliver more effectively, efficiently and with high CSAT

Requirements

  • A minimum of 5 years of experience working in the IT industry, SaaS environment preferred
  • 3+ years’ experience working as a team lead or manager on a Professional Services team
  • Bachelor’s Degree or equivalent work experience
  • Experience leading project teams that help customers solve their most complex business problems through creative thinking and seeking innovative solutions.
  • Ability to motivate and direct staff members and subordinates
  • Strong customer service orientation
  • Ability to effectively prioritize and execute task in a high-level position.
  • Customer and relationship focused, process driven, metric focused, results oriented, organized, and self-directed
  • Recognized experience in managing multiple large projects in an enterprise environment
  • Demonstrable proficiency with stakeholder engagement at all levels of an organization – someone who can communicate equally as effectively to a core project team and C-Suite executives
  • ServiceNow experience and enterprise experience required

Benefits

  • Health Care Plan (Medical, Dental & Vision)
  • Retirement Plan (401k)
  • Life Insurance (Basic, Voluntary & AD&D)
  • Paid Time Off (Vacation, Sick & Public Holidays)
  • Short Term & Long Term Disability
  • Training & Development
  • Work From Home

Equal Employment Opportunity:

Our organization will not discriminate against or harass any employee or applicant for employment because of race, color, creed, religion, national origin, sex, sexual orientation, gender identity, disability, age, marital status, familial status, veteran status, membership or activity in a local human rights commission, status with regard to public assistance or any other legally protected basis, in accordance with applicable law.

Before you apply, please check if any restrictions apply in terms of time zone or country.

This job has a geo-restriction in place: USA Only.

Please mention that you come from Remotive when applying for this job.

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