Customer Success Manager

Summary of Position:

The Customer Success Manager(CSM) is a highly visible, strategic leadership position for all of our customers that leverage various technology platforms, dependent on software. This role will orchestrate cross-functional resources across Denali and our customers to drive a digital engagement model to achieve business outcomes by successfully adopting and realizing value from their software and subscription investments.  The CSM must design and implement an efficient and scalable coverage model of automated touchpoints, and be accountable for the continuous improvements of results, as well as reporting results, barriers, and opportunities to key stakeholders throughout our customers and Denali.

Essential Functions:

• Execute key campaigns for the digitization of how our customers do business, by driving adoption of all software offers across multiple technology stacks
• Collaborate with key teams to develop success plans, leading to an exceptional customer experience. Teams include, but are not limited to engineering teams, sales and operations teams, Cisco, other OEMs, and customer stakeholders
• Leverage independent industry best practices and benchmarking
• Collaborate in department Strategy/Planning
• Develop and document the overall customer success adoption strategy and plans
• Align and collaborate with key stakeholders
• Sales for customer handoffs, understanding key customer KPIs, and identified expand opportunities with a keen eye/focus on customer retention
• Create continuous multi-quarter and year roadmap for customer success
• Implement retention and expansion strategies
• Align with stakeholders to drive communications
• Organize and orchestrate required resources to ensure a high impact and positive customer experience
• Champion company-wide culture of Adoption and Expansion
• Drive leading metrics of success, including customer health score and adoption rates
• Provide detailed and documented requirements to cross-functional teams

Competencies:

1. Ensures Accountability
2. Tech Savvy
3. Communicates Effectively
4. Values Differences
5. Customer Focus
6. Resourcefulness
7. Drives Results
8. Plans and Prioritizes
9. Decision Quality
10. Self-Development

Work Environment:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee in this position frequently communicates with other co-workers/clients who have inquiries about the various projects and other needs.  Must be able to exchange accurate information in these situations.  The employee must be able to remain in a stationary position 75% of the time.  The employee in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.  Constantly operate a computer and office machinery such as a calculator, keyboard, copy machine, and printer.  Frequently moves boxes with equipment weighing up to 25lbs across the building and/or to other offsite buildings for various project needs.

Required Education and Experience:

• Bachelor’s Degree preferred        
• 5+ years of experience

Qualifications:

• 5+ years leading a digitally-led strategy
• 3+ years’ experience in leadership role
• 3+ years of experience with subscription and software offers or similar loyalty based retention models
• Experience integrating data and analytics into workflows and engagement processes
• Proven experience driving a digital engagement relationship to influence end-user adoption
• Strategic thinker; self-driven to develop/implement the adoption strategy by leveraging teams and resources across Cisco, OEMs, and the customer
• Understanding of and interest in relevant technologies and customer use cases/outcomes
• Program and project management experience
• Ability to persuade and influence stakeholders
• Excellent executive-level communication and presentation skills
• Proven ability to execute, by measuring both quantitative and qualitative results
• Influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores
• Influence improvement in renewal rates and renewal size to industry benchmark levels (90%+)
• Incorporate benchmarking. Drive continuous improvem