Customer Success Representative

Essential Job Functions:

Customer Support and Service Request Management

• Serve as the primary point of contact for Select-level accounts, handling inbound customer requests for services, escalations, and general inquiries.
• Coordinate with technical support and engineering teams to address issues and escalate complex cases when necessary.
• Follow up on service requests to ensure prompt, accurate solutions are provided, and customers are satisfied with the outcomes.

Account Management and Relationship Building

• Develop and maintain a positive relationship with Select level customers to foster customer loyalty and retention.
• Keep Select-level customers informed on the status of their service requests and provide regular updates on service developments.
• Identify potential service needs and communication opportunities for additional support or services to relevant account managers or sales representatives.
• Work with the account management team to complete any potential cross-sell or upsell opportunities, collaborate with renewals specialists to assist with any client renewals

Documentation and Reporting

• Maintain accurate records of all customer interactions and outcomes in CRM/CSM and ticketing systems.
• Prepare reports on service request trends, response times, and resolution effectiveness for Select-level accounts, identifying potential areas for process improvements.
• Document common issues and resolution procedures to enhance knowledge-sharing within the team.
• Participate in ongoing training and development to stay up to date with industry best practices and company services.

Service Quality and Compliance

Objectives and Key Performance Indicators (KPIs)

Customer Satisfaction & Service Efficiency and Responsiveness

• Maintain an NPS of 50 or above for Select-level accounts.
• Ensure high customer satisfaction (CSAT) by providing prompt attention to issues and effective follow-up with clients.
• Complete Strategic Business Reviews with identified clients within a defined cadence to ensure service adoption and utilization.

Service Efficiency and Responsiveness

• Deliver timely responses and resolutions for Select-level customer requests.
• Ensure all accounts are proactively contacted within defined cadence objectives as stated by management.

Retention and Relationship Building

• Contribute to the retention and growth of the Select-level customer base by proactively managing service expectations and relationships.
• Help achieve an annual Select-level customer retention rate of 95% or higher.
• Achieve quarterly Net Revenue Retention of 101% or higher

What qualities you have

• 5 + years of related experience in IT and IT technical staff management.

• Proven track record in Senior Service Delivery management with a focus on superior client satisfaction.

• Extensive experience in network management, including Route/Switch/Firewall and Voice technologies.

• Ability to effectively manage resources in a matrix organization to meet and exceed Service Level Agreements.

• Demonstrated ability to work in rapid growth, dynamic, and transformational organizations.

• Exceptional team player with outstanding interpersonal and communication skills (written and oral).

• ITIL Foundation Certifications are highly desired or equivalent to ITIL experience.

• Strong knowledge of ITSM tools such as ServiceNow, Cisco Technologies, Totango, and program management.

• In-depth understanding of desktop, server, application, and network environments.

• Minimum of a bachelors degree from a four-year college or university or equivalent experience.

• Have strong communication skills (written, verbal, presentation)
• Ability to follow and document standard processes and procedures
• Ability to stay calm under pressure in a fast-paced environment, maintain a positive attitude, and quickly adapt to changing priorities and new technologies
• Ability to work assigned shift and on call rotation