As a Lead Customer Success Manager with GlideFast Consulting, you will manage a portfolio of accounts and improve customer satisfaction, customer retention, and growth. You will be the primary contact for customers, understanding their success criteria and helping them realize value from GlideFast.
Additionally, you will lead and mentor a team of Customer Success Managers, providing training, coaching, ongoing support, and guidance to ensure their success. In this role, you’ll play a key role in expanding our practice by collaborating with sales teams and identifying opportunities for growth within our client base.
ESSENTIAL FUNCTIONS:
* Proactively manage assigned clients to enable success throughout the customer lifecycle, ensuring best practices and methodologies that will drive client engagement, business outcomes, and drive renewals
* Establish and nurture strong customer relationships, positioning yourself as a trusted advisor *Perform onboarding of accounts with customers, ensuring alignment with services and ongoing engagement throughout the customer’s lifecycle
* Hold periodic customer success reviews that confirm satisfaction, resolve issues, and drive renewals/ additional services
* Be the primary interface with customer to facilitate escalations and resolve issues
* Partner with Sales to identify renewals and new opportunities to expand customer capabilities
* Act as a customer advocate within the organization, ensuring that customer feedback and concerns are communicated to project delivery team
* Manage contracts and understand financial performance of accounts. Ensure data is kept up to date within CRM
* Facilitation of resource changes based on customer demand/requirements
* Partner with Marketing to drive customer advocacy events and creation of success case studies/collateral
ADDITIONAL FUNCTIONS:
* Maintain consistent satisfactory CSAT scores
* Contribute to team development and knowledge sharing through Share the Wealth, training, blogs, mentorship and/or team support
* Contribute to center of excellence development
* Work independently as well as part of a team using good communication and positive attitude, promoting our passionate and collaborative culture
* Continue learning service delivery solutions, technologies and methodologies
* Be a trusted advisor to the customer through understanding their existing and future needs to drive the ServiceNow solution
* Demonstrate ability to juggle multiple complex projects or initiatives at one time
REQUIRED SKILLS/EXPERIENCE:
* 5+ years in a consulting position, managing professional services
* 5+ years of Customer Success or Account Management experience (or equivalent)
* 5+ years of experience managing a team of consultants
* Experience maintaining valuable and outcome-based relationships with a diverse customer account base
* Excellent verbal and written communications, presentation, and facilitation skills
* Understanding of enterprise software implementations and ongoing support within large and small IT departments
* Ability to travel up to 20% may be required to client locations
Pay Range for this role: $80-120k based on experience
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