IT Customer Success Manager - Canada Only

Department: Blue Mantis

Employment Type: Full Time

Location: Remote

Compensation: $100,000 - $114,000 / year

Description

The Customer Success Manager (CSM) plays a pivotal role in delivering exceptional Customer Experience for Blue Mantis customers, especially for our Managed Services offerings. The CSM helps ensure a smooth end-to-end journey of Blue Mantis services, that fosters high degrees of partnership and advocacy. 

The CSM champions outcome-focused relationships, promotes operational maturity across Blue Mantis and its service partners, and leverages the full breadth of the company’s capabilities to meet evolving customer needs. This position involves operational engagement with clients, driving creative problem-solving, collaboration and is a dynamic, highly influential role that is valued by both customers and Blue Mantis.

The CSM is responsible for driving high levels of Net Promoter Score (NPS) and maximizing Net Retention among customers. These metrics will help support the future growth of the customers with Blue Mantis. The CSM is also responsible for prioritization, escalation management and the resolution of contract and operational issues for their assigned customers. This role requires a calm, clear-headed approach, and demonstrates a high-level of emotional intelligence while interacting with Customers and internal stakeholders.

Key Responsibilities

• Prioritizes Customer Service and Experience above all other duties.
• Collaborate effectively with subject matter experts to drive efficiency and standardization.
• Schedules and manages Customer Success meetings with the assigned customers and stakeholders, ensuring accurate KPI and other reports are reviewed.
• Serves as liaison between Sales, Solution Architects, and Technical Support teams for a seamless customer experience.
• Handles escalations from customers, team members, and partners regarding delivery and quality issues.
• Engages customers to understand emerging and evolving requirements, and coordinates solutions with stakeholders for new or expanded services.
• Prepares KPI and status reports, offering recommendations to improve IT Operations and Managed Cloud environments.
• Utilizes experience and leadership skills to motivate teammates to deliver high quality results in a fast-paced work environment.
• Maintains relevant knowledge of Cloud, Security, and Digital trends.
• Reviews business processes and works with support and operations teams to identify process improvement opportunities.

Skills, Knowledge & Expertise

Qualifications Required

• Minimum three years of prior experience with Managed Service Providers 
• Minimum three years of prior experience with Customer Success Management or Service Delivery Management roles, or equivalent.
• Portal 
• Experience with Business Intelligence reports (preferably Microsoft Power BI and ServiceNow)
• Experience working with Clients on business solutions during steady state and during escalated issues.
• Previous experience optimizing workflows and implementing process improvement. 
• Superior business problem-solving skills and judgement 
• Demonstrated interpersonal skills including mentoring, coaching, presentation skills and the ability to interact with colleagues and customers. 
• Ability to prioritize and manage competing demands. 
• BS Degree in Business or a Technology related field preferred.

Work Environment:

• Occasional travel (approximately 25%)
• Remote position; some office visits required.
• No physical requirements

Job Benefits

Please note: This range is based on our market pay structures. However, individual salaries and hourly pay rates are determined by a variety of factors including, but not limited to business considerations, local market conditions, and internal equity, as well as candidate qualifications, such as skills, education, and experience.
 
We consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. Reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of the job. This job description is intended to describe the general nature of work being performed by employees in this job. It is not intended to be a complete list of all responsibilities, duties, and skills required. Agencies/3 Parties may not solicit to any employee of Blue Man