Job Purpose/ Summary:

The Customer Success Manager (CSM) is responsible for developing customer relationships that promote retention and loyalty. The CSM works closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction. This role requires a proactive approach to problem-solving, a deep understanding of the company’s products and services, and the ability to communicate effectively with customers and internal teams.

Our Customer Success team will own the customer experience and advocate on behalf of each customer.

Job Duties/ Responsibilities:

• Conduct regular scheduled check-ins or account reviews with assigned accounts.
• Share company news, product updates, etc.
• Share support utilization and network performance via CLP.
• Capture requests and concerns and bring them back to the various SD teams for resolution.
• Encourage completion of monthly/quarterly NPS Survey
• Own communication with customers during periods of escalation while engaging Ops/Sales leaders to resolve.
• Follow up with each customer after an outage to review root cause and ensure satisfaction.
• Operating at high-level facilitator:
• Monitor the deployment and launch process to ensure compliance, training and completion.
• Monitor reports and dashboards across all SD teams for any customer items that are in the Yellow/Red
• Advocate on behalf of the customer and bring these issues to the appropriate team for resolution.
• Escalate to team leadership as appropriate. 
• Own FCC and BBB escalations and coordinate the Single Digits response.
• CSS will own the reply but pull in leaders to address.
• Prevent and mitigate escalation above SDI L2 leadership.
• Capture reasoning for customer terminations.
• Additional tasks as required.

Job Requirements and Qualifications

Education:

• Bachelor’s degree in information technology, Computer Science, Information Systems, or a related field or equivalent combination of education and experience.
• Previous education in Network Management a plus.

Experience:

• Minimum of 3 years of experience working in IT and/or business operations to include minimum of 1 year in a highly visible customer facing position.
• Previous account management and leadership experience preferred.
• Prior experience in Multiple Dwelling Unit (MDU) or hospitality verticals preferred.

Licenses, Certifications, and Screenings:

• Upon hire, must pass background screen to include employment history, college education, and license/certification verifications, and criminal check.

Knowledge:

• Basic understanding of Excel.
• Knowledge of basic networking principles.

Personal Attributes:

• Willingness to complete all training modules.
• Excellent oral and written communication skills. Must have the ability to readily communicate complex technical information in an easy-to-understand format.
• Strong interpersonal skills including the ability to work cross-functionally in the company to ensure issue resolution and to work closely with clients to resolve issues.
• Excellent time management and prioritization skills and demonstrated competency in the successful execution of multiple projects simultaneously.
• Self-motivated and able to work independently while leveraging resources across Single Digits, our partner/vendor community, and clients.
• Ability to work under time constraints and meet deadlines.

Work Environment:

• Office environment.
• Sedentary work that primarily involves sitting/standing, but occasionally requires climbing, balancing, stooping, kneeling, crouching, and crawling.
• Frequent use of computer/keyboard/mouse required.
• Must be able to lift/move up to 10 pounds and occasionally lift/move up to 25 pounds.
• Vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• Ability to travel up to 25%

We are NOT currently sponsoring H1-B visas for this position.

*Single Digits does not accept resumes submitted by recruiting firms unless specifically requested by Human Resources. Unsolicited resumes will be ineligible for referral fees.