Customer Success Manager

Customer Success Manager

Role Summary:

The Customer Success Manager is responsible for establishing and building customer relationships and promoting customer adoption of our products & solutions. The Customer Success Manager ensures customers are satisfied with services and are realizing the value of their investment in GTT. The role proactively engages customers to provide product and feature updates, helps customers increase usage of product features, facilitates product training, and identifies opportunities to deepen and expand customer relationships based on real-time insights into customer needs. The Customer Success Manager also orchestrates issue resolution on behalf of the customer and is often the primary point of contact working with other teams behind the scenes to deliver on the customer promise. The Customer Success Manager will play a key role in migrating customers to advanced access methods and driving increased uptake of SDWan and UCaaS through a solution focused mindset based on a deep understanding of a customer’s unique technical requirements and needs. The Customer Success Manager will partner closely with Enterprise Sales Executives within their shared geographic region. The joint Sales and Customer Success team will co-develop customer plans and prioritize opportunities.

Job Scope:

Receives predetermined work assignment that are subject to a moderate level of control and review. Completes assignments using established guidelines, procedures and policies. Assist with onboarding of new Customer Success Managers. Takes on training and process improvement projects. Possesses knowledge to perform job functions with little to no assistance from others.

Duties and Responsibilities:

Proactively engage Enterprise accounts and develop compelling solution use-cases

Execute customer check-in schedules to ensure the right solutions are top of mind

Collaborate with Sales Executives on defining the strategy and vision for key customers

Build a deep understanding of customer needs and challenges and how GTT’s products can add value to the customer

Nurture and support customers through regular proactive engagement

Conduct regular customer check-ins to build trust, introduce products and features, intervene where there are issues, and consistently achieve high customer satisfaction

Articulate compelling product opportunities based on a deep real-time knowledge of the customer technical environment and unique issues

Initiate opportunities and partner closely with Sales to ensure the Sales Executive is appropriately positioning such opportunities to drive tangible business value for the customer

Partner with Care and Service Delivery to prioritize issues

Address the root cause of problems to improve the customer experience

Monitor customer health indicators and build personal relationships with customer stakeholders to flag and preempt issues before they put the customer relationship at-risk

Partner with Ops teams to prioritize advanced access conversions

Build logical product progression perspectives to ensure high rates of migration to advanced access and uptake of strategic products

Increase customer awareness of the benefits of conversions, and facilitate the customer journey through the migration process

Provide product training to customer users and address issues that limit the number of users while monitoring customer satisfaction

Deliver on core Customer Success business KPIs

Drive high feature adoption and product usage

Deliver against time-to-first-value targets

Drive high customer health scores

Maximize customer lifetime value and consistently translate customer knowledge into opportunities to deepen and expand the customer relationship

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