Customer Success Manager

LogicalisOne Service Offering

Responsible for ongoing success and growth of LogicalisOne service offering. Works cross-functionally with multiple internal teams to ensure alignment with customer objectives. As a trusted business advisor for assigned customers, plays a crucial role in engaging with customers to track key success metrics and outcomes, and conduct periodic account reviews. Cultivates and maintains strong relationships with customers ensuring high levels of customer satisfaction and recognition of ROI, leading to growth opportunities and renewals. Works closely with customers to ensure they are satisfied with services received and improves upon areas of dissatisfaction.

Essential Duties and Responsibilities

1. Develops and maintains strong understanding of customer's business, including their goals, strategy, and challenges and applies Customer Success methodology to lead them through all phases of implementation, with focus on adoption and customer outcomes.
2. Understands customer needs around contracted services and work with customers to develop a roadmap and plan to achieve customer's desired outcomes.
3. Acts as the point of contact to assist Customer with utilizing all services available through the contracted program.
4. Works closely with the assigned delivery Subject Matter Expert to ensure a proactive approach is taken with customers.
5. Works with service delivery team to engage the appropriate delivery resource for customer requests.
6. Serves as the primary escalation point for Priority Case management/Priority Service support.
7. Conducts quarterly workshop sessions designed for Logicalis to understand Customer's business and technology objectives and assist with aligning available credits to Customer's IT needs.
8. Prepares monthly review sessions designed to validate progress and direction defined in quarterly workshops.
9. Manages reactive support requests aligned to available service credits.
10. Works with customers to expand and renew service contracts based on value provided during the term of the service.
11. Manages the Change management process for adjustments to customer contracts.
12. Ensures swift resolution of service issues by leveraging resources from cross-functional teams, as needed.
13. Regularly communicates with the extended sales team on customer needs and overall status of the service.
14. Maintains current and thorough knowledge of relevant software and services offerings.
15. Participates in sales cycle as needed to gather requirements, formulate delivery approach, and develop proposal/post-sale engagement plan.
16. Demonstrates and actively promotes an understanding and commitment to the mission of Logicalis through performing behaviors consistent with the organization's values.
17. Maintains a working knowledge of applicable Federal, State, and Local laws and regulations as well as policies and procedures of Logicalis in order to ensure adherence in a manner that reflects honest, ethical and professional behaviors.
18. Supports and conducts self in a manner consistent with customer service expectations.

Supervisory Responsibilities

This job has no supervisory responsibilities.

Qualifications

To perform this job successfully, an individual should be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience/Technical Requirements/Certifications Equivalent combination accepted.

Education:

• Bachelor's degree in communications, Computer Science, or Business or a related field.

Experience / Technical Requirements

• 8 years of relevant industry experience; including the following:
• Proven customer management skills with large and complex accounts.
• Ability to analyze complex situations, develop associated action plans and lead teams to achieve key objectives.
• Value messaging and management, sales skills and experience, driving strategic change/improvements for customer.
• Process development, consulting or technical services experience.