Blue Mantis · 1 month ago
IT Customer Success Manager - Remote US Only
United States
Full-time
Remote
Mid Level
$70K/yr - $82K/yr
3+ years expBlue Mantis is a leading strategic digital technology services provider with a 30+ year history of successfully helping clients achieve business modernization. The Customer Success Manager (CSM) plays a pivotal role in delivering exceptional Customer Experience, ensuring a smooth end-to-end journey of Blue Mantis services and fostering high degrees of partnership and advocacy.
Data CenterInformation TechnologySoftwareVirtualization
Responsibilities
Prioritizes Customer Service and Experience above all other duties
Collaborate effectively with subject matter experts to drive efficiency and standardization
Schedules and manages Customer Success meetings with the assigned customers and stakeholders, ensuring accurate KPI and other reports are reviewed
Serves as liaison between Sales, Solution Architects, and Technical Support teams for a seamless customer experience
Handles escalations from customers, team members, and partners regarding delivery and quality issues
Engages customers to understand emerging and evolving requirements, and coordinates solutions with stakeholders for new or expanded services
Prepares KPI and status reports, offering recommendations to improve IT Operations and Managed Cloud environments
Utilizes experience and leadership skills to motivate teammates to deliver high quality results in a fast-paced work environment
Maintains relevant knowledge of Cloud, Security, and Digital trends
Reviews business processes and works with support and operations teams to identify process improvement opportunities
Qualification
Required
Minimum three years of prior experience with Managed Service Providers
Minimum three years of prior experience with Customer Success Management or Service Delivery Management roles, or equivalent
Experience with Business Intelligence reports (preferably Microsoft Power BI and ServiceNow)
Experience working with Clients on business solutions during steady state and during escalated issues
Previous experience optimizing workflows and implementing process improvement
Superior business problem-solving skills and judgement
Demonstrated interpersonal skills including mentoring, coaching, presentation skills and the ability to interact with colleagues and customers
Ability to prioritize and manage competing demands
Preferred
BS Degree in Business or a Technology related field preferred
Company
Blue Mantis
Blue Mantis is a security-first, IT solutions and services provider with a 30+ year history of successfully helping clients achieve business modernization by applying next-generation technologies including managed services, cybersecurity and cloud.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2020-12-17Private Equity
Leadership Team
Jason Bernstein
Vice President of Sales Operations
Company data provided by crunchbase