Customer Success Manager

About the Role

As a Customer Success Manager, you will proactively own the technical relationship between C Spire Business and post-implementation customer accounts. You will serve as a trusted advisor, championing the customer’s goals, resolving issues, and strengthening partnerships. This position may be filled at the Level I, II, or III based on experience and capabilities.

This role is an exceptional introduction to strategic customer management and technical relationship development, offering plenty of room to grow and learn from outstanding individuals in the field. It provides a perfect springboard into all areas of C Spire and helps develop robust career skills.

Responsibilities

• Proactively own and manage multiple high-visibility and high-touch customer relationships.
• Understand customer goals and objectives as they relate to IT and Business Alignment.
• Drive issue resolution using standard processes and coordinate with internal support resources.
• Serve as the single point of contact for customer concerns.
• Communicate regularly with assigned accounts and negotiate priorities appropriately.
• Develop strong relationships across internal departments.
• Document and maintain each customer’s processes, procedures, and configurations.
• Mentor and assist fellow team members.
• Track, manage, and escalate customer tickets to ensure timely resolution.
• Provide timely status updates, root-cause analysis, and resolution strategies.
• Recognize and resolve systemic issues to prevent recurrence.
• Provide recommendations for product improvements and new technologies.
• Facilitate revenue opportunities within existing accounts.
• Track compliance with Service Level Agreements (SLAs).
• Ensure ticket data is accurate and current, including statuses, owners, and billing.
• Meet regularly with Service Owners, Systems Admins, and other internal stakeholders to align on customer needs.
• Perform additional duties as assigned.

Requirements

For positions at Level I, we require:

• At least one year of experience in progressively responsible roles related to technical account management.
• Strong leadership, communication, and customer service skills.
• Proven success working with customers and providing a differentiated level of service.

You will bring a relentless obsession to be the best in the industry, a winning mentality, and a single-minded commitment to unbeatable internal and external customer experiences. A passion for innovation, technology, and continuous improvement is essential.

Benefits

• Competitive Compensation Package
• Blue Cross Blue Shield Health Insurance
• Tuition Assistance Programs
• Complimentary Wireless Service & Device*
• 401k Match
• Teladoc Telemedicine
• WellBeacon Wellness Program
• Paid Talent Referral Opportunities
• Tailored learning paths for every position

*Complimentary wireless service and device available to team members in our wireless footprint.

Schedule

Must be able to work flexible hours including evenings or weekends as business needs require.

Physical Requirements

Must be able to sit for long periods of time and use a computer keyboard and/or mouse while viewing a computer screen.