Senior Customer Success Manager
for section headings, - for lists,
for prose. No markdown fences. No html/body tags. Include sections only when posting has real specific content. Must preserve all substantive info, no invention. Remove boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning, duplicated lines, application instructions. Also remove "Benefits Benefits are subject to change..." duplicate? We'll keep benefits list but not the filler.
We need sections: About the role? The posting starts with description; we can treat that as "About the role" or maybe "Overview". The instruction says use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we need to decide which sections exist.
We have:
- Overview / description: first paragraph(s) describing role.
- Key Responsibilities And Essential Job Functions: list of responsibilities.
- Required Qualifications: list.
- Preferred Qualifications: list.
- Compensation: Base Pay Range and Variable Pay.
- Benefits: list.
- Work Location Eligibility: maybe not a standard heading; but we could include as "Work Location" but not in list; but instruction says only use those headings if content exists. Could we include "Work Location" as a section? Not in given examples but could be okay? It says use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It doesn't forbid other headings, but suggests those as examples. Safer to stick to those. Work location info could be placed in a
under maybe "About the role" or separate? Might be considered boilerplate? It's substantive. Could include as a
after Benefits.
Also Physical Requirements: maybe include under "Requirements"? Not exactly. Could be part of "Requirements" or separate "Physical Requirements". Not in list but could be okay.
We need to avoid filler like "commensurate with experience". Not present.
We must not repeat job title as heading. Not include Job ID.
We must remove EEOC statement, diversity statement, etc. Also remove "Benefits Benefits are subject to change..." duplicate.
We need to preserve all substantive info: responsibilities, qualifications, preferred, compensation, benefits, work location eligibility, physical requirements, maybe also "At Flexential, we value diversity..." is EEO/diversity boilerplate; remove.
Also remove "Flexential participates in the E-Verify program. Please click here for more information." That's legal/boilerplate.
Also remove "EEOC Statement: ..." remove.
Also remove "At Flexential, we value diversity..." remove.
Also remove "Benefits Benefits are subject to change at the Company's discretion." maybe keep benefits list but not that sentence.
Also remove "Work Location Eligibility At this time, we are only able to employ individuals who reside and perform work in states where the company is authorized to do business..." This is substantive location restriction; we should keep.
Also "Applicants must be legally authorized to work in the United States and must reside in a state where the company maintains employment eligibility at the time of hire and throughout their employment. State eligibility may be subject to change based on business needs and regulatory requirements." Keep.
Also "Flexential participates in the E-Verify program. Please click here for more information." Remove as boilerplate.
Also "EEOC Statement: Flexential is an equal opportunity employer..." remove.
Now structure:
About the role
... description paragraphs ...
Responsibilities
- ... each responsibility ...
Required Qualifications
- ... each ...
Preferred Qualifications
- ... each ...
Pay
Base Pay Range: Annualized salary range offered for this position is estimated to be $84,000 - $94,000. However, the actual pay range depends on each candidate’s experience, location, and qualifications. Variable Pay: This role is eligible for commission. The expected annual commission is $25,000, based on achievement of targets and other performance indicators.
Benefits
- Medical, Telehealth, Dental and Vision
- 401(k)
- Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA)
- Life and AD&D
- Short Term and Long-Term disability
- Flex Paid Time Off (PTO)
- Leave of Absence
- Employee Assistance Program
- Wellness Program
- Rewards and Recognition Program
We might also include a section for "Work Location" or "Physical Requirements". Since not in examples but we could add as Work Location
and Physical Requirements
. The instruction says use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It doesn't forbid others, but to be safe we could incorporate those details into existing sections: Physical Requirements could go under "Requirements" (but we have Required Qualifications and Preferred Qualifications). Could add a Requirements
that includes both qualifications and physical requirements? But we already have Required Qualifications and Preferred Qualifications. Could merge physical requirements into Required Qualifications as a bullet. That would preserve info.
Work Location eligibility could be placed under "About the role" as a paragraph.
Let's do that: after the description paragraph(s), add a paragraph about work location eligibility.
Now we need to ensure we don't duplicate content.
Let's extract description text:
"As a Senior CSM, you’ll be the key relationship manager for a book of business holding new and existing complex hosting and colocation customers. Ultimately responsible for customer satisfaction and retention, you’ll achieve this through a variety of touchpoints and activities. From onboarding, to building success plans, proactive outreaches, to running Executive Business Reviews, owning risk mitigation, and everything in between. In order to build deep relationships and understanding of our customer’s desired outcomes, CSMs are engaged in all phases of the customer lifecycle. You’ll work closely with day-to-day personnel up through decision makers and executive level contacts. Internally, you’ll work cross departmentally with sales, support, marketing, engineering, implementation, and more – to ensure our customers achieve success. Your success in the role will come from building relationships internally and externally, strong time management skills, technical acumen (colo, cloud, and networking solutions), curiosity to uncover desired outcomes, educating customers on the Flexential portfolio, and execution against committed success plans. At Flexential, we’re passionate about our customer’s success and constantly elevating the way we help them achieve that. We’re looking for CSMs that are just as passionate about the CX as well as our industry. In return, you’ll find a work environment that is challenging but fun, goal oriented but agile, and most importantly focused on helping YOU be successful. Capitalize on one of technology's biggest growth markets. Join Flexential and help organizations navigate the future of hybrid cloud and digital transformation. This is a rare opportunity to partner with enterprise customers in a high-demand market where complex business challenges become opportunities to drive long-term value, customer outcomes, and strategic growth."
We can keep that as prose.
Now responsibilities list: need to extract each bullet from "Key Responsibilities And Essential Job Functions". The text after that heading is a long sentence with many responsibilities separated by periods. We need to split into list items.
Let's parse:
"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.Assist, direct 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."
We need to split each sentence (separated by period). Some have semicolons inside; but we can treat each sentence as a bullet.
Let's list:
1. Provide oversight and accountability for success during the onboarding phase of new customers as well as existing customers leveraging new services.
2. Manage a book of business containing advanced customer environments and marquee relationships.
3. Uncover and document desired customer outcomes for success plan creation.
4. Train customer on Flexential support tools.
5. Overall responsibility for customer retention.
6. Understand and advise customers on all relevant Flexential solutions relevant to their needs; including facilitating additional conversations with internal SMEs.
7. Keep relevant Flexential departments & leaders informed of all customer health/risk concerns including updating customer health scores as well as documenting churn forecasts.
8. Facilitating problem resolution as first level of escalation for unresolved issues, which include billing and technical support.
9. Maintain regular and proactive contact with customers through value added email outreaches, calls, and/or face to face meetings.
10. Effectively leverage internal technology to manage touchpoints, view of customer health, and overall management of your book of business.
11. Regular executive business reviews with customers; including preparing and presenting content appropriate for c-level contacts.
12. Uncover additional customer needs and work with sales and solution engineers to appropriately solution sell.
13. Assist, direct and maintain open communication with key individuals with the company including sales, marketing, engineering, accounting and operations.
14. Act as a liaison for your customers on all questions technical, billing, sales, or other.
15. Ability to guide and advise the customer through the process rather than the customer managing Flexential.
16. Perform other duties as required and assigned.
Now Required Qualifications list: after "Required Qualifications". The text:
"2-3 years of Customer Success experience within a B2B technology organizationExperience with interacting with customers at all levels including C SuiteDemonstrated ability to build and develop relationshipsStrong written, oral, and presentation skillsDemonstrated technical aptitude and attention to detailAbility to effectively communicate technical concepts and issues to all levelsExperience with CRM systemsDemonstrated time management abilitySelf-directed and self-motivated to problem solveA willingness to go the extra mile for our customers and develop strong relationshipsAbility to adapt and be part of our rapidly growing businessProficiency with MS Office toolsGeneral statistical analysis and ability to communicate metrics to the business"
We need to split where there is no punctuation; but we can infer each phrase starts with a capital letter after a lowercase? Actually they are concatenated without spaces. We need to separate logically.
Let's manually split:
- 2-3 years of Customer Success experience within a B2B technology organization
- 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
for prose. No markdown fences. No html/body tags. Include sections only when posting has real specific content. Must preserve all substantive info, no invention. Remove boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning, duplicated lines, application instructions. Also remove "Benefits Benefits are subject to change..." duplicate? We'll keep benefits list but not the filler. We need sections: About the role? The posting starts with description; we can treat that as "About the role" or maybe "Overview". The instruction says use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we need to decide which sections exist.
We have:
- Overview / description: first paragraph(s) describing role.
- Key Responsibilities And Essential Job Functions: list of responsibilities.
- Required Qualifications: list.
- Preferred Qualifications: list.
- Compensation: Base Pay Range and Variable Pay.
- Benefits: list.
- Work Location Eligibility: maybe not a standard heading; but we could include as "Work Location" but not in list; but instruction says only use those headings if content exists. Could we include "Work Location" as a section? Not in given examples but could be okay? It says use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It doesn't forbid other headings, but suggests those as examples. Safer to stick to those. Work location info could be placed in a
under maybe "About the role" or separate? Might be considered boilerplate? It's substantive. Could include as a
after Benefits. Also Physical Requirements: maybe include under "Requirements"? Not exactly. Could be part of "Requirements" or separate "Physical Requirements". Not in list but could be okay. We need to avoid filler like "commensurate with experience". Not present. We must not repeat job title as heading. Not include Job ID. We must remove EEOC statement, diversity statement, etc. Also remove "Benefits Benefits are subject to change..." duplicate. We need to preserve all substantive info: responsibilities, qualifications, preferred, compensation, benefits, work location eligibility, physical requirements, maybe also "At Flexential, we value diversity..." is EEO/diversity boilerplate; remove. Also remove "Flexential participates in the E-Verify program. Please click here for more information." That's legal/boilerplate. Also remove "EEOC Statement: ..." remove. Also remove "At Flexential, we value diversity..." remove. Also remove "Benefits Benefits are subject to change at the Company's discretion." maybe keep benefits list but not that sentence. Also remove "Work Location Eligibility At this time, we are only able to employ individuals who reside and perform work in states where the company is authorized to do business..." This is substantive location restriction; we should keep. Also "Applicants must be legally authorized to work in the United States and must reside in a state where the company maintains employment eligibility at the time of hire and throughout their employment. State eligibility may be subject to change based on business needs and regulatory requirements." Keep. Also "Flexential participates in the E-Verify program. Please click here for more information." Remove as boilerplate. Also "EEOC Statement: Flexential is an equal opportunity employer..." remove. Now structure:
About the role
... description paragraphs ...
Responsibilities
- ... each responsibility ...
Required Qualifications
- ... each ...
Preferred Qualifications
- ... each ...
Pay
Base Pay Range: Annualized salary range offered for this position is estimated to be $84,000 - $94,000. However, the actual pay range depends on each candidate’s experience, location, and qualifications. Variable Pay: This role is eligible for commission. The expected annual commission is $25,000, based on achievement of targets and other performance indicators.
Benefits
- Medical, Telehealth, Dental and Vision
- 401(k)
- Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA)
- Life and AD&D
- Short Term and Long-Term disability
- Flex Paid Time Off (PTO)
- Leave of Absence
- Employee Assistance Program
- Wellness Program
- Rewards and Recognition Program