Customer Success Manager

hace 1 semana

Madrid, Madrid, España GTT Communications A tiempo completo

Job Title:
Customer Success Manager

About GTT:


We serve thousands of businesses with a portfolio that includes SD-WAN and other managed WAN services, internet, security and voice services.

Our customers benefit from a customer-first service experience underpinned by our commitment to operational excellence. For more information on GTT, please visit

Role Summary:


The Customer Success Manager is responsible for establishing and building customer relationships and promoting customer adoption of our products & solutions.

The Customer Success Manager ensures customers are satisfied with services and are realizing the value of their investment in GTT.

The role proactively engages customers to provide product and feature updates, helps customers increase usage of product features, facilitates product training, and identifies opportunities to deepen and expand customer relationships based on real-time insights into customer needs.

The Customer Success Manager also orchestrates issue resolution on behalf of the customer and is often the primary point of contact working with other teams behind the scenes to deliver on the customer promise.

The Customer Success Manager will partner closely with Enterprise Sales Executives within their shared geographic region. The joint Sales and Customer Success team will co-develop customer plans and prioritize opportunities.

Job Scope:
Interacting daily with Account Management, Sales Operations & Service Delivery. Has proven track record with managing large or strategic account customer base.

Duties and Responsibilities:

  • As a part of CSM team throughout all stages to ensure a "Customer First" culture
  • Help secure the lifecycle management with renewals and retention.
  • Focus on achieving and maintaining all targeted goals
  • Provide good insight into the regional CSM customer base, (i.e. projections and reporting on usage, churn, risk etc.) by overall adoption metrics, forecasting and reporting results
  • Assist in major Billing Dispute management allowing successful collections
  • Act as a liaison for assisting the CSM team with escalation facilitating communication between the customer and the internal GTT teams on unresolved issues
  • Create a culture of teamwork and success while achieving GTT's key objectives
  • Refine and develop processes that help deliver value to the customer base, drive renewal rates, upsell rates and early adoption of new technologies
  • Recommend operational improvements to reduce administrative work and improve customer satisfaction

Essential Attributes:

  • Critical thinker and ability to make decisions
  • Ability to work under pressure
  • Strong organisational awareness and strong influencing, decisionmaking, negotiation and planning skills
  • Excellent written and verbal English communication skills
  • Proven delivery of high quality, consistent customer service and commercial awareness
  • Experience of contract negotiation and supplier management
  • Sound systems and IT literacy (ITIL Foundation Qualified preferred)
  • Flexibility and willingness to travel within Europe (or further) when business needs dictate

Desirable Attributes:

  • Inspire collaboration, and drive change with momentum
  • Experienced in navigating ambiguity and ability to be agile in a changing environment
  • Excellent communication skills and the ability to influence where needed

Hours/Travel/Shift:
Office hours

Universal Competencies:

  • Continuous Improvement: Knowledge of transformation initiatives to drive fundamental changes, enhance responsiveness and efficiency to core business practices. Ability to drive cultural changes from best effort to results oriented.
  • Customer First (Non-Customer Facing): Knowledge of internal customer interactions, creating a culture of accountability, collaboration, and partnership. Ability to build an environment supporting internal customer value creation at every level.
  • Operational Excellence: Understanding the systemdriven processes for consistency and scalability. Ability to refocus processes and systems from integration activity to maximizing a positive customer impact and anticipating future trends.

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