Customer Success Manager
hace 1 semana
Expereo believes in the power of Internet connectivity. As the world's largest provider of managed internet,
SD-WAN/SASE, and Cloud connectivity solutions, we power enterprises and government sites worldwide, helping to enhance every business' productivity with flexible and optimal Internet performance. We strive to design services and solutions to meet customers' needs and create a seamless experience across their journey.
As a trusted partner of Fortune 500 enterprises, our continued aim and success in helping both our customers and partners depends solely on the talented individuals that make Expereo a dynamic, effective, multicultural, and equitable environment.
Our customers’ success is directly representing Expereo’s success, and the **Customer Success Manager** plays a key role in putting this into action. The **Customer Success Manager** will be responsible for the more complex, large, or high potential customers. It is the Customer Success Manager’s job to make sure our valued customers are informed, satisfied, and are getting the most out of our services.
Expereo believes in the power of Internet connectivity. As the world's largest provider of managed internet,
SD-WAN/SASE, and Cloud connectivity solutions, we power enterprises and government sites worldwide, helping to enhance every business' productivity with flexible and optimal Internet performance. We strive to design services and solutions to meet customers' needs and create a seamless experience across their journey.
As a trusted partner of Fortune 500 enterprises, our continued aim and success in helping both our customers and partners depends solely on the talented individuals that make Expereo a dynamic, effective, multicultural, and equitable environment.
**THE ROLE**:
Our customers’ success is directly representing Expereo’s success, and the Customer Success Manager plays a key role in putting this into action. The Customer Success Manager will be responsible for the more complex, large, or high potential customers. It is the Customer Success Manager’s job to make sure our valued customers are informed, satisfied, and are getting the most out of our services.
**THE RESPONSIBILITIES**:
Here is how your day-today responsibilities of the role will look like, but are not limited to:
- Regularly check at the most senior levels with our customers about how Expereo services are meeting their requirements and whether there are areas for possible improvement, act as the internal voice of the customer back into Expereo
- Understand the customer horizon; what are their plans next year and the year after? and how can Expereo pro-actively help them shape the plans to become their go-to partner as a result
- Ensure there is a practical and clear account plan in place for each customer; a working plan that is pro-actively used and updated and represents a real-time picture of the customer’s landscape. This is used to keep all parties updated key challenges and opportunities
- Lead Quarterly Business Reviews (QBRs) for your customers, ensuring they are effective.
- Work with the sales team when new opportunities are identified, to put forward a solution which is fit for purpose and clearly aligned with the rest of the customer’s activity
- Responsible for the retention and growth of assigned customer account(s) via Cross/Up Sell with responsibility for the In-Life Moves, Additional and Change orders, CSM will have Commercial KPI’s.
- Lead the renewal process for customers
- Reduce churn by managing cancellation of orders and services
- Managing and reporting on the onboarding of new customer locations together with Project Management, implement Initial Service Order / Project Kickoffs internally and externally together with Project Management
- Monitoring and reporting on implementation processes together with Service Delivery
- Be responsible for arranging customer training and education in expereo.one, as well as providing communication and training around the Expereo products and managed services roadmap
- Regularly obtain customer references / Cases studies
- Make recommendations of the actions needed to improve customer net promoter scores and feedback
- Launch, lead and take internal and external ownership of service improvement / corrective action plans and communicate requirements and progress as and when required with goal improving both Net Promoter Score and Customer Satisfaction
- 50% operational /service and 50% commercial focus.
**THE SKILLS AND COMPETENCIES**:
- Educated to degree level or equivalent.
- 5+ years’ experience in commercial roles, preferably operational account management and/or customer success management.
- Demonstratable experience managing complex accounts
- Excellent interpersonal skills, including experience in dealing with all levels of management, and different functional departments
- Demonstrated experience in improving and implementing processes
- Commercial, Rétention, Driven, (
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