Customer Success Manager

About GTT:

GTT is a leading global provider of secure cloud networking solutions for multinational organizations. We design and deliver solutions that leverage advanced cloud, networking and security technologies. We complement our solutions with a suite of professional services and exceptional sales and support teams in local markets around the world. We serve thousands of national and multinational companies with a portfolio that includes SD-WAN, security, Internet, voice and other connectivity options. Our services are uniquely enabled by our top-ranked, global, Tier 1 IP backbone, which spans more than 260 cities on six continents. The company culture is built on a customer-first service experience reinforced by our commitment to operational excellence and continuous improvement in our business, environmental, social and governance practices. For more information, visit gtt.net.

Role Summary:

The goal of the Customer Success Manager organization is to provide the highest level of account support to GTTs most strategic Government accounts in the Enterprise Division.  This organization will support the top billing accounts on a named account basis and will also own a group of house accounts tasked with maintaining relationships and limiting churn exposure to ensure client satisfaction.  Each Customer Success Manager will be dedicated and assigned to a specific subset of accounts with responsibility for the activities outlined below.

Provide exceptional customer service and act as the customer advocate in the organization with the goal of measurably improving customer satisfaction and reducing churn.

Job Scope:

Works closely with all internal departments to ensure customer satisfaction and problem resolution

Duties and Responsibilities:

• Responsible for retaining a list of named accounts and developing a proactive retention plan for circuits coming out of term, managing re-term activity with the account team or with the client with the primary focus on retaining and growing revenue and margin.
• Coordinate quarterly business review (QBR) meetings for the named accounts.  Prepare report cards and any other necessary documentation for these quarterly business review (QBR) meetings and share with Stake holders in Sales and Vendor Management
• Provide monthly and quarterly reporting regarding billing accuracy, delivery, ticketing, and performance for the named accounts.
• Respond to billing inquiries for the named accounts, manage to resolution.
• Evaluate and report on margin for account and any individual services
• Assist Collections in Accounts Receivable management of named accounts.
• Act as a liaison for escalation facilitating communication between the customer and the NOC or Service Delivery for unresolved issues.
• Act as liaison for service delivery of new and re-termed services
• Work with the customer and sales team to assist with MACD coordination.
• Perform GTT web portal demos & training for assigned accounts.
• Become extremely proficient regarding all GTT systems and processes that impact servicing the customer.
• Responsible for being a subject matter expert (SME) in the organization and always looking for and working process improvement opportunities.
• Coordinate with Quoting team and supplier management team and best possible solutions for margin improvement for upgrades, downgrades, and technology changes
• Engage Supplier management to remedy customer disputes on:

• Service Level Agreements
• Outage Credits
• Start of Service disputes
• Cost of Service changes

Accountabilities and Performance Measures

• Achieves assigned churn numbers
• Meets assigned expectations for re-terms
• Meets and exceeds TBR goals: (Total Billed Revenue)
• Achieves strategic customer objectives defined by company management
• Maintains high customer satisfaction ratings
• Enlists the support of sales, service delivery resources, support resources, and other sales and management resources as needed to maintain and deliver to the defined program
• Closely coordinates company executive involvement with customer management

Required Experience/Qualifications:

• College degree and 5-7 years of strategic account management experience in a business-to-business environment with a technology solution; or 9+ years of strategic account management experience in a business-to-business environment with a technology solution; or an equivalent combination of education and professional level related experience required.
• Understanding of value drivers in recurring revenue business models
• Data and technology orientation
• Technical ability to speak