Senior Customer Success Manager

Key Responsibilities And Essential Job Functions

• Provide oversight and accountability for success during the onboarding phase of new customers as well as existing customers leveraging new services.
• Manage a book of business containing advanced customer environments and marquee relationships.
• Uncover and document desired customer outcomes for success plan creation.
• Train customer on Flexential support tools.
• Overall responsibility for customer retention.
• Understand and advise customers on all relevant Flexential solutions relevant to their needs; including facilitating additional conversations with internal SMEs.
• Keep relevant Flexential departments & leaders informed of all customer health/risk concerns including updating customer health scores as well as documenting churn forecasts.
• Facilitating problem resolution as first level of escalation for unresolved issues, which include billing and technical support.
• Maintain regular and proactive contact with customers through value added email outreaches, calls, and/or face to face meetings.
• Effectively leverage internal technology to manage touchpoints, view of customer health, and overall management of your book of business.
• Regular executive business reviews with customers; including preparing and presenting content appropriate for c-level contacts.
• Uncover additional customer needs and work with sales and solution engineers to appropriately solution sell.
• Absorb and maintain open communication with key individuals with the company including sales, marketing, engineering, accounting and operations.
• Act as a liaison for your customers on all questions technical, billing, sales, or other.
• Ability to guide and advise the customer through the process rather than the customer managing Flexential.
• Perform other duties as required and assigned.

Required Qualifications

• 2-3 years of experience in Cloud, Managed Services or Colocation.
• Experience with interacting with customers at all levels including C Suite.
• Demonstrated ability to build and develop relationships.
• Strong written, oral, and presentation skills.
• Demonstrated technical aptitude and attention to detail.
• Ability to effectively communicate technical concepts and issues to all levels.
• Experience with CRM systems.
• Demonstrated time management ability.
• Self-directed and self-motivated to problem solve.
• A willingness to go the extra mile for our customers and develop strong relationships.
• Ability to adapt and be part of our rapidly growing business.
• Proficiency with MS Office tools.
• General statistical analysis and ability to communicate metrics to the business.