Customer Success Manager

Description

JOB TITLE: Customer Success Manager
REPORTS TO: Director of Customer Success
LOCATION: Flexible

Position Summary

The Customer Success Manager (CSM) improves the customer experience, ensuring that current and future services align with the customer’s business needs, furthering the value of Meridian’s provided services and ensuring contract renewal. The CSM will interact with the customer to ensure understanding of contracted services while working collaboratively with service teams, conducting reviews of the customer's service management, going over framework, and providing transparent information to improve customer experience.

The CSM enhances, measures, and analyzes service delivery, and proposes improvements to resolve issues, including customer service interaction (complaints and requests). The CSM works with the service delivery team to understand the end goal in each Change Request and what it takes on a high-level to accomplish it, who is involved in delivering it and then drive the coordination of critical and high impacting change requests, and critical service interruptions.

Duties and Responsibilities

General Tasks

• Develop a strong understanding of customer needs to maintain all aspects of the business relationship;
• Effectively communicate customer’s vision, long-term strategies, gaps, expansion opportunities, new projects, ad hoc work, or other information to the Account Manager;
• Ensure Meridian delivery teams understand customer’s business goals and KPIs for managed services.;
• Gather prerequisite information prior to all meetings;
• Record, organize, and maintain records for all follow-up activity;
• Strategize, implement, and oversee customer specific processes for increased productivity and growth;
• Analyze customer feedback to identify trends and share feedback with internal Meridian teams to improve customer satisfaction;
• Take corrective actions to ensure we meet customer expectations;
• Performs other duties, as assigned.

Account Strategy

• Assist Account Manager in creating, implementing, and managing account strategy;
• Own and update the action tracker for account strategy meetings;
• Send Executive Summaries for assigned accounts.

Customer Success Planning

• Create and update a Customer Success Plan (CSP) for each customer, including business goals, barriers solutions, KPI, owner, and timelines;
• Routinely lead CSP review meetings and update CSP.

Road Mapping

• Attend meetings with customers to discuss their business goals, customer strategy, and road map;
• Identify expansion opportunities within an account and share them with the account manager to begin the sales process.

Customer Communication

• Schedule and conduct customer status meetings;
• Address customer inquiries, concerns, and business issues in a timely and effective manner;
• Build relationships with all levels of the customer and understand their business goals, concerns, challenges, and operational drivers;
• Act as an advisor and advocate for the customer internally and externally to help the customer achieve their business goals;
• Facilitate Business Reviews on a customer agreed upon schedule.
  • Review customer road map and strategy during each Business Review to ensure Meridian is following the correct road map.
• Facilitate Technical Review at customer’s request;
• Assist customers in gathering information/getting updates;
• The CSM will explain the case escalation procedures identified by the service delivery team during onboarding and retrain the customer team, as needed;
• Maintain customer satisfaction and increase likelihood of managed services renewal by demonstrating the value of the service and addressing any customer concerns;
• Ensure a clear understanding of the professional services or managed services scope between customer and Meridian support teams.

Customer Specific Service Delivery

• Act as an escalation contact when issues begin to impact customer business processes. Collaborate with other internal teams to resolve issues;
• Share process or product improvements with customers;

• Notify Service Delivery teams about any “special care and handling” required by a customer.
  • This could include patching windows, communication policies, security training, blackout periods, business concerns, etc.
  • Plans, reviews, and enforces policies and procedures.
• Ensure Meridian ERP systems are set up correctly.
  • The CSM is the subject matter expert on all contracts between Meridian and customer. This includes in scope/out of scope activities, covered assets, and contractually obligated recurring activities.

Change Management

• Ensure customer specific change management policy is communicated and followed;
• Discuss customer approved high risk changes during status meetings.

Case Management (Incident, Service Request)

• Review Priority 1 and 2 Cases and Service Requests and escalate, if needed;
• Report any mishandled cases to the engineer and LOB director;
• Ensure cases escalated by customer request are handled to customer expectations;
• Assist Meridian engineers if they are not getting updates from the customer to handle a case.

Root Cause Analysis

• Review RCA documents to ensure they are ready for customer presentation;
• Schedule and conduct calls to review RCAs.

Qualifications and Requirements

• 3+ years of experience as Customer Experience or Customer Success Manager;
• 7+ years of experience in a customer facing role dealing with escalations, expectation management and business analysis;
• Customer Experience Professional or Customer Success Manager certification preferred;
• Familiar with core infrastructure technologies that make up a data center stack (server, database, storage, networking, etc.);
• Proficient in MS Office (Including Word, Excel, Outlook, Project, PowerPoint, & Visio);
• Bachelor’s degree in business or related field preferred;
• Excellent written and verbal communication skills;
• Excellent organizational and problem-solving skills;
• Effective delegation to manage and minimize risks.;
• Demonstrated commitment to excellence in customer service;
• Able to break down technical concepts into business terms;
• Ability to learn new technical concepts on a theoretical or high level;
• Strong team player with emphasis on soft skills and relationship building;
• Able to manage multiple customers simultaneously and deliver results;
• Handle multiple priorities and interruptions with minimal impact on productivity;
• Able to demonstrate a high level of independent judgment and initiative;
• Can handle confidential information in a professional manner.

Meridian Group International, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.