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Company

Original Job Post

Digital Hands · 4 days ago

Customer Success Manager

Tampa, FL

Full-time

Onsite

Mid Level

3+ years exp

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Information TechnologyNetwork Security

Growth Opportunities

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Responsibilities

Serve as the single point of contact for client escalations, including proactive investigation and resolution of potential delivery delays and/or questions that arise throughout the customer lifecycle.

Manage service delivery to include project plans, service levels, process and deliverables.

Lead the on-time activation of existing customers' services including all implementations and enhancements to existing services.

Effectively collaborate cross-functionally to develop relationships, process and procedures with adjacent teams critical to on-going customer support.

Perform risk assessments to include the collection and development of recommendations to mitigate risk.

Operate in a mode of continuous improvement; identify and implement improvements to enhance Customer Success objectives.

Develop content, standards and cadence for customer reporting and periodic customer business reviews and satisfaction surveys.

Own and manage the Customer Success Management process for existing clients by leveraging internal resources and tools, including written proposals, statements of work, business justification, etc.

Identify areas to expand and further strengthen relationships with key clients.

Identify business optimization and sales opportunities within assigned accounts related to Digital Hands' service solutions.

Collaborate with Sales Engineering, Product Management, Technology Engineers and SMEs to craft solutions for client issues and optimization projects.

Collaborate with clients to define requirements and manage expectations and communications from inception through delivery, including status updates, budget reconciliation and scope changes.

Manage contractual Move/Add/Change/Delete activity.

Be accountable for contract renewals.

Participate in pre-sales opportunity reviews to become familiar with prospective new business.

Thoroughly review Statements of Work (SOW) to ensure understanding of the solutions sold and implementation requirements.

Other duties as assigned.

Qualification

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Account managementRelationship managementTechnical solutionsTechnology project managementIT Managed ServicesManaged Security Services a service business modelCompTIA Security+CompTIA Network+CompTIA Project+Agile ScrumITILPMI ACMPPMP CertificationsSANS/GIAC (GSEC)Business processIT knowledgeIT applicationsProject managementProblem-solvingCommunicationListeningNegotiationOrganizational skillsTime-managementCustomer satisfactionTeamworkAdaptabilityIntegrityJudgment

Required

Bachelor's Degree and/or 5-8 years of experience in Information Technology or Business-related field.

Minimum of 3-5 years account or relationship management experience in a technical solutions environment.

2-3 years of technology related project management experience is desired.

Previous experience in an IT Managed Services or Managed Security Services organization is preferred.

A deep understanding of the 'as a service' business model and the value it brings to our customers.

Professional certifications such as CompTIA Security+, Network+, Project+, Agile Scrum, ITIL, PMI ACMP or PMP Certifications, SANS/GIAC (GSEC), and/or equivalent are preferred.

Excellent analytical and complex problem-solving capability.

Experience solving business process challenges.

Excellent communications, presentation, listening and negotiation skills.

Excellent organizational and time-management skills and the ability to multi-task and prioritize.

A strong focus on customer satisfaction.

Ability to work well as part of a cross-functional team environment.

Strong knowledge of IT applications, processes, software, and equipment.

Self-motivated with the ability to work in a fast-moving environment.

Ability to multi-task and adapt to changes quickly.

Strong organization and project management skills.

High level of integrity, judgment, and situational awareness.

Ability to work both independently and collaboratively with peers, across teams, and with management.