Brightspeed · 4 days ago

Customer Success Representative

Charlotte, NC

Full-time

Onsite

Mid Level

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Responsibilities

Build long-term, value-based relationships with decision makers and influencers to understand the customer’s landscape and establish loyalty

Manage overall customer metrics, including usage data, health indicators and renewal dates to align with customer objectives

Evaluate product and portal adoption maturity level to address roadblocks and provide best practices and a prescriptive approach to address needs

Construct and implement a customer success plan across all steps of the lifecycle, setting expectations for each milestone, ensuring personalized value, and driving positive customer experience to achieve desired outcomes

Recognize opportunities for expansion based on knowledge of the BRSPD portfolio, partnering with sales as necessary

Implement revenue management practices driving accountability and goal alignment, revenue retention and growth strategies including value realization, renewal execution, risk management and customer growth

Manage risks to customer success, identify root causes, define and activate solutions, and deploy cross-functional support to resolve

Partner with sales, delivery & support to set proper expectations and ensure successful deployment of solutions and services

Responsible for defining and executing renewal strategy via clear alignment of customer priorities and roadmap, incorporating on-net migrations, managing write-downs positively impacting BRSPD profit margins

Qualification

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Account managementConsultingRelationship buildingData networkingBusiness principlesFinancial principlesMS OfficeProblem-solvingCommunicationNegotiationAnalyticalCollaborationDecision-making