Senior Customer Success Manager

Responsibilities

• Establish deep customer trust to enhance strategic partnerships through regular touchpoints and Quarterly Business Reviews.
• Develop 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 expansion.
• Build strong relationships with customers at various levels.
• Develop 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.

Requirements

• 5+ years of experience in Customer Success management roles.
• Demonstrated success at partnering across company verticals to increase customer adoption and success.
• Understanding of client budget cycles and how they affect annual recurring revenue models.
• Demonstrated strong written and oral communication skills, including strong relationship building skills and leadership capabilities.
• Cross-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 environment.
• Understanding of information technology and managed services best practices.
• Experience with service level agreement and contract management.
• Experience with service delivery in a managed services practice organization.
• Server, network, storage, and/or security support experience.
• Practical application of InfoSec principles.