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Enterprise Customer Success Manager

Remote, Canada
Enterprise Customer Success Manager

The objective of the Enterprise Customer Success Manager (ECSM) is to
assist our customers in obtaining the greatest value from our services. The
ECSM will be the key interface between us and our Enterprise clients
with overall responsibility for the long-term relationship and growth of the
account, acting as a trusted advisor while monitoring the operational, financial,
and quality performance of account delivery.
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The ECSM must be capable of anticipating customer needs, fostering strong
customer relationships, and delivering solutions that ensure consistent reliable
service performance. The ECSM will be responsible for all business
relationship management activities and must act in a leadership role within
our team. The ECSM will help support the setting of long-term support plans
for customers and will look for growth opportunities within the account while
following the ITIL service management framework.  
 
Key Responsibilities:
 Manage all aspects of our relationship with assigned clients and
act as primary point of contact on those accounts.
 Develop and execute a defined account management strategy that
drives retention, renewal, adoption, and growth.
 Successfully implement customer onboarding (including services set-
up, troubleshooting, training, etc.), enhanced support, on-going
maintenance and training, usage analysis and usage driving activities of
assigned accounts.
 Deliver a superior customer experience on behalf of us and
thereby support the businesses’ NPS and renewal goals.
 Create delivery experiences which help our users get the most
value from our services and easily identify opportunities and strategies
to improve their business, drive action, and achieve results by
partnering with us
 Understand user’s business needs, expectations, and goals so deeply
that everything the ECSM does is about helping them achieve/exceed
those goals
 Participate in, and as appropriate lead, customer meetings regarding
service delivery, project management and work scheduling as well as
monitor service performance, identify issues and work with all levels of
us and client personnel to drive issue resolution.
 Assist operational teams in implementation of processes, procedures,
and other mechanisms to assure service performance continuity.
 Conduct regular service performance reviews and manage service
scope as well as coordinate change orders.

 Ensure that effective communication and problem management occurs
between all our service support team members.
 Ensure all internal stakeholders have clear visibility into the status of all
projects with timely updates as needed to execute on their plans and
effectively collaborate to produce expected results.
 Provide analysis of key metrics and recommend improvements.
 Coordinate, lead and drive the problem management process to ensure
all appropriate constituencies are participating and the root cause of
issues are identified, resolved, and appropriately communicated to the
client.
 Manage Service Level Agreements and Key Performance Indicators.
 Act as the customer’s advocate and coordinate all non-technical
communications between client and our internal team
 Responsible for customer satisfaction, business retention and account
growth.
 Responsible for the collective strategy of delivery, growth, risk
management.
 
Education:
 Bachelor’s degree in business or technical discipline.
 Certified Project Management Professional (PMP) or equivalent PM
experience preferred
 ITIL Certification
 
Skills and Experience:
 6-10 years’ experience in Information Technology or related field.
 6-10 years’ experience in account management, customer service or
service management, preferably with an IT managed service or
outsourcing provider.
 Experience in project management and business operation with
exposure to business process and information flow.
 Experience with complex inter-related projects in matrix-managed
environments.
 Knowledge of IT industry practices and standards.
 
The successful candidate will possess the following attributes:
 Interpersonal skills - ability to build strong relationships with customers
and internal team members and to work across the organization to
achieve results.

 Professional communication skills - Ability to work effectively with
middle, senior and executive level customer contacts face to face,
electronically and over the phone.
 Integrity – Words and actions are always consistent, and behavior is
always in accordance with highest ethical standards.
 Customer focus – Responsive, service oriented and attuned to
customer needs.
 Technical acumen – Ability to grasp technical concepts and establish
credibility with technical contacts.
 Process orientation – Ability to recognize process deficiencies and
implement improvements.

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