Senior Customer Success Manager - Remote
United States - Austin / United States - Remote
Strategic Portfolio - Government Solutions – Texas DIR Spport /
Full - Time /
Remote
*commutable to Austin, TX preferred
Job Description Summary:
Manages the delivery of contracted services to clients to ensure that SLAs (service level agreements) and KPI (key performance indicators) as defined in the TX DIR contract is met or exceeded. Ensures that operational teams have a clear understanding of client requirements. Builds and maintains strong
client relationships and provides day-to-day client advice and support. Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed.
Job Description:
- Responsible for processing component upgrades/downgrades by generating support tickets, and documenting customer churn in internal ticketing systems (ServiceNow/CORE).
- Handles customer escalations, serving as the main point of escalation during downtime events; and attending RCA sessions for individual customer incidents to compile incident reports.
- Remains informed on the technical design/architecture of customer environments to stay up-to-date on resources.
- Remains informed on all technical support activities for assigned customers, ensuring that maintenance planning, disaster recovery testing, security and compliance auditing, capacity management, environment audits, Ad-hoc reporting, customer environment documentation, vulnerability resolution, and patch management are completed according to customer needs.
- Supports Client Engineers/Architects, by providing insight into the needs of assigned customers, as it relates to strategic account planning from a technology perspective; and providing cost governance recommendations, related to maintenances. Customer Knowledge: Develops in-depth understanding of customer's organization, key offerings, and business goals and challenges to better understand their needs. Gathers and documents information (e.g., background, role, scope of responsibility) about customer's key leaders/decision makers and gains awareness of their differing perspectives and styles. Builds working knowledge of customer industry, including market trends and economic challenges, and competitive market
- Service Delivery Effectiveness: Broadens knowledge of tools to track service delivery metrics and report back to the team. Understands SLAs and reviews service delivery outcomes against standards to determine whether service levels have been met. Understands where service gaps can occur within work of team and helps implement plans to close service delivery gaps.
- Active Listening: Listens attentively to others, ensuring they have the opportunity to finish speaking without disruption or interruption; asks thought-provoking follow-up questions. Picks up on non-verbal cues and uses own body language (e.g., eye contact, nodding head) to show receptiveness, attentiveness and interest. Asks for clarification and validates understanding of messages by providing appropriate responses.
- Multi-tasking & Prioritization: Demonstrates ability to manage several tasks and meet deliverables with minimal error. Determines the relative impact and urgency of individual tasks. Appropriately makes difficult trade-offs on time and resources when faced with conflicting demands and high priority deadlines.
Critical Competencies
- Active Listening: Listens attentively, clarifying messages and expectations and asking thoughtful questions to determine any unstated needs of the speaker. Responds to others’ non-verbal behavior and picks up on the true message, whether spoken or unspoken. Validates the intent of the message and offers appropriate constructive input.
- Information Retrieval and Dissemination: Receives multiple information requests and anticipates information monitoring needs, disseminating appropriately to multiple recipients or a broader audience Uses advanced electronic information management tools (e.g., cloud-based storage and file sharing) and documents standard processes for retrieving and sharing information using those tools (e.g., how to send a link to information/files and track receipt) Understands and complies with protocols and processes and uses appropriate tools for filing, archiving or disposing of information after distributing it
- Records Management: Utilizes current tools and databases to organize, track and store information and devises plans for creation of new tools as needed. Shares information with other team members to ensure they have up-to-date knowledge of records management procedures and policies. Ensures that all office records are accurately entered in the records in accordance with policies and procedures.
- Time Management: Considers team members’ time commitments in creating schedules and project plans, carefully structuring the amount of time devoted to each task. Follows up and keeps others (i.e., senior leaders and team members) informed of progress on tasks and project responsibilities. Defines the objectives and resources required to successfully complete a project and manages the team to complete work within established timeframes.
Knowledge
- Requires advanced skills and expertise in a range of processes, procedures and systems.
- Understands how related teams coordinate their efforts and resources to achieve objectives.
Skills
- Strong organizational skills.
- Creative approach to problem solving.
- Ability to prioritize and manage multiple work streams.
- Accurate adherence to process guidelines.
- Strong written and verbal communication skills.
- Basic excel skills required.
Education
- Regional equivalent to High School Diploma.
- Specialized education or knowledge related to the duties of the role preferred.
Certifications
- Certifications in AWS, Azure or GCP preferred, but not required.
Experience
- 5 – 6 years of work experience in the role duties
Disclaimer
- The above information has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of the employee assigned to this job.
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• The following information is required by pay transparency legislation in the following states: CA, CO, HI, NY, and WA. This information applies only to individuals working in these states.
• The anticipated starting pay range for Colorado is: 69,900 – 102,520
• The anticipated starting pay range for the states of Hawaii and New York (not including NYC) is: 74,400 - 109,120
• The anticipated starting pay range for California, New York City and Washington is: 81,500– 119,460
• Unless already included in the posted pay range and based on eligibility, the role may include variable compensation in the form of bonus, commissions, or other discretionary payments. These discretionary payments are based on company and/or individual performance and may change at any time. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, licenses and certifications, and specific work location. Information on benefits offered is here.
