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Creative ITC · 1 day ago

Customer Success Manger / Customer Concierge

Houston, TX

Full-time

Hybrid

Mid Level

$80K/yr - $90K/yr

Creative ITC is a leading infrastructure and global cloud service provider, renowned for delivering exceptional managed services and cloud solutions. The Creative Concierge and Customer Success Manager is responsible for providing a White Glove service to customers, focusing on data reporting, client relations, and ensuring a seamless customer experience.

Information TechnologyInfrastructure

Hiring Manager

Gavin Deering

Responsibilities

Take full responsibility for the creation of MSRs and QBRs (focused on (but not limited to) US clients)

Identifying and investigating issues – finding anomalous issues in data reporting and investigating their causes and working with technical teams to fix issues

Ensuring SLA/KPI adherence and investigate any SLA breaches and their causes

Identifying and implementing improvements to reporting methods

Analyze support tickets, incident trends and usage patterns and report these to key stakeholders

Responding via email and phone to client queries, escalating where necessary

Leading and attending calls with enterprise clients, including delivery of MSRs

Creating and updating Operation Service Manuals for clients

Working as an escalation point for all Creative ITC’s clients and internal teams seeing issues through to completion

Visiting clients around the country as and when required

Support the deployment of new services for clients and drive adoption when they’re in BAU

Run Service Improvement Plans (SIPs) and XLA projects where needed with clear tracking, documentation and follow through

Collaborate across internal teams to drive service improvements

Proactively identify process gaps and opportunities for innovation

Qualification

IT Customer SuccessIT Cloud Service KnowledgeITSM ToolsStakeholder ManagementMicrosoft Office ProficiencyInnovative ApproachCommunicationInterpersonal SkillsOrganizational Skills