Senior Customer Success Manager

Key ResponsibilitiesEstablish deep customer trust to enhance strategic partnerships through regular touchpoints and Quarterly Business ReviewsDevelop and execute comprehensive customer success strategies to drive business growth and retention.Provide thought leadership for the customer success team and strategic planning for account expansionBuild strong relationships with customers at various levelsDevelop a deep understanding of Fenix24’s services and how they align to customer programs to drive positive business outcomes.Assist Customer Success leadership in developing customer communication plans that map to different client needs/verticals.Collaborate with internal stakeholders (Engineering, Product, Sales, Support, and Executives) to complete customer goals, be the voice of the customer, and provide visibility and/or escalations.Deliver client reporting to C-suite executives capable of translating technical numbers to business value cases.Additional responsibilities as assigned Qualifications, Requirements & Preferred Skills5+ years of experience in Customer Success management rolesDemonstrated success at partnering across company verticals to increase customer adoption and success.Understanding of client budget cycles and how they affect our annual recurring revenue modelsDemonstrated strong written and oral communication skills, including strong relationship building skills and leadership capabilitiesCross functional management skills to work across multiple departments both internally and externally.Advanced Analytical skills and ability to translate raw reports into customer facing documents using business intelligence software and/or MS Office tools.Previous experience working with technology partners selling products in an MSP Space.Administer contracts in a service delivery environmentUnderstanding of information technology and managed services best practicesExperience with service level agreement and contract managementExperience with service delivery in a managed services practice organizationServer, network, storage, and/or security support experiencePractical application of InfoSec principles