Customer Success Manager

Company Description

Internal Job Title: Customer Success Manager
Job Type: Permanent, Full-Time
Job Location: Blythewood, South Carolina
Work Model: On-site (as required – up to 5 days/week)

Position Summary

As a Customer Success Manager in our Driver & Vehicle group, you will be responsible for ensuring that our customer (South Carolina DMV) continuously achieves their evolving objectives by optimizing their service relationship with us. You will be our in-state representative and your responsibilities will encompass relationship management, service delivery management, supplier and subcontractor management, and business development activities.

What We Can Offer You

• Compensation: We seek long term relationships with our employees and recognize and reward them with a competitive total compensation package that includes:

  • A 401(k) with 100% company matching of the first 3% of your salary, and then 50% on the next 2% of your salary (i.e., maximum match of 4% when contributing 5% of your salary);
  • Group Health, Dental, and Vision Insurance;
  • Employee and Family Assistance Program;
  • Access to virtual mental healthcare and wellness apps.
• Career: As a knowledge-based organization we will provide you with a wealth of learning opportunities and challenging work that will grow your knowledge, skills and abilities.
• Culture: Equality, diversity and inclusivity are important to us as an organization, and we are committed to fostering and developing a work environment where every employee is treated with dignity and respect.

Job Description

What You Will Do

Customer Relationship Management

• Act as CBN STI’s local representative and work with customers to ensure they always receive a best-in-class client experience.
• Acquire an in-depth understanding of customer needs and become a trusted partner using an approach based on honesty and integrity.
• Maintain channels of communication with the customer and visit customer site locations as required.
• Follow up with the customer to ensure satisfaction and ensure performance of root cause analysis for incidents.

Service Delivery and Performance Management

• Manage delivery of contractual requirements for service performance and support, working with the CBN Service Delivery Program Director (USA) and internal teams to address service items.
• Provide regularly scheduled service reports to customers and internal teams.
• Monitor service levels and strive to achieve service level compliance. Monitor the ticketing system and manage our incident resolution process in a timely manner.
• Manage assigned change request and recurring contract deliverables (e.g. Disaster Recovery exercises).

Supplier and Subcontractor Management

• Work with suppliers and subcontractors, as required for project scope, ensuring that customer equipment needs are managed (including changes at front-line sites).

Business Development

• Identify potential business within existing accounts and work with the Director of Business Development and internal teams to pursue opportunities for evolution of the services.
• Contribute to new initiatives as identified by the leadership of the Driver & Vehicle group.

Financial Management

• Monitor budgets associated with support services and changes and assist with cost estimation.

Various Other Duties and Responsibilities

Qualifications

Knowledge and Experience

• University degree in Business (or related) or STEM field or equivalent combination of education and experience
• Knowledge of the following:
  • Business fundamentals
  • IT systems fundamentals
  • Customer service principles
  • Secure credential solutions (is an asset, but not required)
• 5+ years of professional experience in a relevant position

Technology

• Proficiency with MS O365

Soft Skills and Characteristics

• Interpersonal skills
  • Communication, relationship building, teamwork and collaboration
• Critical thinking skills
  • Analytical skills, problem solving skills
• Self-directed and independent
• Customer focus

Mandatory Requirements

• Legally eligible to work in the United States
• Ability to meet and maintain compliance with security background check requirements
• Ability to travel within your assigned jurisdictio