Customer Success Manager I, II, III

Overview

The Customer Success Manager is responsible for proactively owning the technical relationship between the customer and C Spire Business.  This role serves as a technical liaison, customer champion, and relationship manager for a defined group of post-implementation customer accounts.

 

“Customer Inspired” isn’t our slogan — it’s our driving force, and not everybody is built for it. While we all bring our own strengths and skillsets to the table, there are some traits every C Spire Team Member needs to have:

• A relentless obsession to be the best in our industry
• A winner mentality determined to outsmart and outdo competitors
• A single-minded commitment to unbeatable customer experiences
• An unapologetic passion for innovation and technology
• An uncompromising drive toward continuous improvement
• A steadfast devotion to doing the right thing the right way
• A deep-seated dedication to accountability and ownership

Responsibilities

The Customer Success Manager has a single mission: Partner, Serve, and Lead.

• Proactively own and manage multiple high-visibility and high-touch customer relationships.
• Understand short and long-term customer goals and objectives as they relate to Information Technology (IT) and Business Alignment.
• Drive issue resolution using standard process/procedures in coordination with supporting resources.
• Provide a single point of contact for customer account concerns.
• Regularly communicate with assigned accounts, set expectations, and negotiate priorities appropriately.
• Develop highly effective relationships across all departments.
• Assist in establishing and documenting each customer's processes, procedures, customizations, and configurations.
• Provide mentoring and assistance to other team members.
• Assist in proactively managing, measuring, and tracking customer tickets (incidents) to ensure their timely resolution.
• Provide timely issue/incident status updates, root-cause analysis, and strategies to address.
• Recognize and resolve systemic issues (problems) to prevent them from repeating.
• Provide recommendations for product enhancements and implementation of new technologies.
• Escalate issues as appropriate.
• Apply fundamental troubleshooting skills to issues before escalating to the appropriate group.
• Recognize revenue opportunities and facilitate them inside current accounts.
• Document, track, and support compliance with Service Level Agreements.
• Ensure ticket data is accurate and regularly updated (e.g., statuses, owners, billing).
• Ensure customer service level agreements.
• Regularly meet with the Service Owners, Systems Administration Team, and others to identify immediate and long-term customer needs.

Qualifications

Customer Success Manager I

REQUIRED

• At least one year experience in progressively responsible roles relating to technical account management required.
• Strong leadership, communication, and customer service skills required.
• Proven success working with customers and providing a differentiated level of service.

PREFERRED

• Bachelor’s Degree in Computer Science, Business Administration, MIS, or related field is preferred.
• Knowledge of enterprise support tools and ticketing/documentation systems preferred.

Customer Success Manager II

REQUIRED

• At least 2 years experience in progressively responsible roles relating to technical account management required.
• Proven experience supporting business customers and partnering with sales leaders and internal technical support required.
• Proven success working with customers and providing a differentiated level of service.
• Proven experience with Salesforce or a similar CRM to support business customers.
• Strong leadership, communication, and customer service skills required.

PREFERRED

• Bachelor’s Degree in Computer Science, Business Administration, MIS, or related field is preferred.
• Knowledge of enterprise support tools and ticketing/documentation systems preferred.

Customer Success Manager III

REQUIRED

• Minimum of 4 years experience in progressively responsible roles relating to technical account management required.
• Proven experience supporting business customers and partnering with sales leaders and internal technical support required.
• Proven experience with Salesforce or a similar CRM to support business customers.
• Exceptionally skilled at working with business customers on renewals a