Customer Success Manager

Responsible for ongoing success and growth of LogicalisOne service offering. Works cross-functionally with multiple internal teams to ensure alignment with customer objectives. As a trusted business advisor for assigned customers, plays a crucial role in engaging with customers to track key success metrics and outcomes, and conduct periodic account reviews. Cultivates and maintains strong relationships with customers ensuring high levels of customer satisfaction and recognition of ROI, leading to growth opportunities and renewals. Works closely with customers to ensure they are satisfied with services received and improves upon areas of dissatisfaction.

Essential Duties and Responsibilities

• Develops and maintains strong understanding of customer’s business, including their goals, strategy, and challenges and applies Customer Success methodology to lead them through all phases of implementation, with focus on adoption and customer outcomes.
• Understands customer needs around contracted services and works with customers to develop a roadmap and plan to achieve customer’s desired outcomes.
• Acts as the point of contact to assist customers with utilizing all services available through the contracted program.
• Works closely with the assigned delivery Subject Matter Expert to ensure a proactive approach is taken with customers.
• Works with service delivery team to engage the appropriate delivery resource for customer requests.
• Serves as the primary escalation point for Priority Case management/Priority Service support.
• Conducts quarterly workshop sessions designed for Logicalis to understand Customer’s business and technology objectives and assist with aligning available credits to Customer’s IT needs.
• Prepares monthly review sessions designed to validate progress and direction defined in quarterly workshops.
• Manages reactive support requests aligned to available service credits.
• Works with customers to expand and renew service contracts based on value provided during the term of the service.
• Manages the Change management process for adjustments to customer contracts.
• Ensures swift resolution of service issues by leveraging resources from cross-functional teams, as needed.
• Regularly communicates with the extended sales team on customer needs and overall status of the service.
• Maintains current and thorough knowledge of relevant software and services offerings.
• Participates in sales cycle as needed to gather requirements, formulate delivery approach, and develop proposal/post-sale engagement plan.
• Demonstrates and actively promotes an understanding and commitment to the mission of Logicalis through performing behaviours consistent with the organization's values.
• Maintains a working knowledge of applicable Federal, State, and Local laws and regulations as well as policies and procedures of Logicalis in order to ensure adherence in a manner that reflects honest, ethical and professional behaviours.
• Supports and conducts self in a manner consistent with customer service expectations.

Supervisory Responsibilities

This job has no supervisory responsibilities.

Qualifications

To perform this job successfully, an individual should be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience/Technical Requirements/Certifications

Equivalent combination accepted. Education: Bachelor’s degree in communications, Computer Science, or Business or a related field.

Experience / Technical Requirements

• 8 years of relevant industry experience; including the following:
• Proven customer management skills with large and complex accounts.
• Ability to analyze complex situations, develop associated action plans and lead teams to achieve key objectives.
• Value messaging and management, sales skills and experience, driving strategic change/improvements for customer.
• Process development, consulting or technical services experience.
• Experience with Customer Relationship Management (CRM) software such as Salesforce and ITSM software such as ServiceNow.
• Escalation and issue management and managing customer expectations.
• Proficient use of all Microsoft Office applications.

Certifications

• Industry certifications such as ITIL, PMP, COBIT, Six Sigma.

Other Skills and Abilities

• Demonstrated ability to work effectively across functional groups and levels within organization and externally.
• Strong project management and time management skills.
• High level of motivation and ability to drive results cross-functionally.
• Self-starter with excellent organizational, administrative and interpersonal skills.
• Superior communication skills via presentations, written and oral communications.
• Ability to multi-task and work in fast paced environment.
• Ability to communicate with senior management effectively and with ease.
• Project management skills; ability to prioritize and meet deadlines.

Physical Demands

The physical demands described here are representative of those that should be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is constantly required to sit, talk, see, hear, and use hands and arms. The employee is frequently required to stand; move about, climb steps or balance and stoop, kneel, crouch, or crawl. The employee may occasionally lift and/or move up to 10 pounds.

The above statements describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties required of personnel so classified.

Logicalis is an Equal Opportunity Employer. It is our policy to employ people who are qualified by reason of education, training, experience, and demonstrated performance. We value diversity and inclusion at our company. We do not discriminate on the basis of race, color, religion, national origin, sexual orientation, gender identity and gender expression, marital status, age, height, weight, disability, veteran status, or any other reason prohibited by applicable federal or state laws.