Major Customer Success Mgr

About The Role

The Major Customer Success Manager - Uniti is responsible for establishing and building customer relationships and promoting customer adoption of our products & solutions. The role proactively engages customers to provide product and feature updates, helps customers increase usage of product features, facilitates product training, and identifies opportunities to deepen and expand customer relationships based on real-time insights into customer needs.

Key Responsibilities

• Proactively engage Elite and Enterprise accounts and develop compelling solution use-cases.
• Execute customer check-in schedules to ensure the right solutions are top of mind.
• Collaborate with Sales Executives on defining the strategy and vision for key customers.
• Build a deep understanding of customer needs and challenges and how Windstream's products can add value to the customer.
• Nurture and support customers through regular proactive engagement.
• Conduct regular customer check-ins to build trust, introduce products and features, intervene where there are issues, and consistently achieve high customer satisfaction.
• Articulate compelling product opportunities based on a deep real-time knowledge of the customer technical environment and unique issues.
• Initiate opportunities and partner closely with Sales to ensure the Sales Executive is appropriately positioning such opportunities to drive tangible business value for the customer.
• Partner with Elite Care and Service Delivery to prioritize issues.
• Address the root cause of problems to improve the customer experience.
• Monitor customer health indicators and build personal relationships with customer stakeholders to flag and preempt issues before they put the customer relationship at-risk.
• Partner with Access Ops teams to prioritize advanced access conversions.
• Build logical product progression perspectives to ensure high rates of migration to advanced access and uptake of strategic products.
• Increase customer awareness of the benefits of conversions and facilitate the customer journey through the migration process.
• Provide product training to customer users and address issues that limit the number of users while monitoring customer satisfaction.
• Deliver on core Customer Success business KPIs.
• Drive high feature adoption and product usage.
• Deliver against time-to-first value targets.
• Drive high customer health scores.
• Maximize customer lifetime value and consistently translate customer knowledge into opportunities to deepen and expand the customer relationship.

The Ideal Candidate

• Customer relationship skills and a solution focus.
• Experience in expanding adoption at enterprise customers.
• Understanding of value drivers in recurring revenue business models.
• Understanding of the SD-WAN and UCaaS product suites and roadmap.
• Data and technology orientation.
• Technical ability to speak to customers.
• Cross-disciplinary collaboration skills.

Our Benefits

• Medical, Dental, Vision Insurance Plans
• 401K Plan
• Health & Flexible Savings Account
• Life and AD&D, Spousal Life, Child Life Insurance Plans
• Educational Assistance Plan

Our Company

Uniti is a premier insurgent fiber provider dedicated to enabling mission-critical connectivity across the United States. With a steadfast commitment to customer service, operational excellence, and superior network capabilities, Uniti builds, operates and delivers critical fiber-based communications services to connect and empower people and businesses.

Equal Opportunity Employer

Uniti is an equal opportunity employer. At Uniti, we celebrate the authenticity and uniqueness of our people and their ideas. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, genetic information, protected veteran status, current military status, disability, sexual orientation, marital status, creed, citizenship status, or any other status protected by law, and to give full consideration to qualified disabled individuals and protected veterans.