Customer Solutions Mgr - technical , Strategic Programs, IT Services

Customer Success Manager

The IT Services (ITS) organization seeks a highly motivated Customer Success Manager (CSM). As a CSM, you will be the driving force behind aligning and managing partnerships across IT Services. You will serve as a subject matter expert for partner services or products, guiding strategic conversations, identifying opportunities for improvement, and advocating for the voice of the customer. In this role, you will leverage your business relationship expertise and program management knowledge.

Key job responsibilities:

• Become a subject matter expert on the assigned product/service, contributing to its global development and operations. Be an extension of the service teams via learning and understanding the service(s), providing input and recommendations as services are launched and evolved.
• Serve as an advocate on behalf of the services, support teams, and the customer. Make recommendations based on Voice of the Customer data, market trends, and domain knowledge.
• Maintain strong partnerships and manage visibility on activities impacting customers or IT services. Build and drive trust through facilitation of discussion, deep dive to understand defects, and opportunities to leverage/share data on behalf of our customers.
• Serve as a trusted advisor and guide strategic conversations with key stakeholders to ensure business requirements are met and the customer journey is continuously improved.
• Coordinate cross-functional teams to align on business needs while connecting our IT framework with enterprise service / owners on behalf of our customers.
• Identify areas for product/service enhancements that will improve the end-customer experience and provide recommendations for actionable improvements.
• Build and maintain strong relationships with supporting teams, becoming a go-to resource and advocate for the product/service and the customers.
• Provide regular business reviews to leadership, highlighting the product/service roadmap and progress.
• Adopt a customer-obsessed mindset, thinking on behalf of the customer to address both stated and unstated needs.
• Lead portfolio management for assigned product/service with a focus on strategy while driving tactical projects when required.