Apex Systems, LLC d.b.a. GlideFast Consulting is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact recruits@glidefast.com.
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GlideFast Consulting - Customer Success Manager
Reference
JBRQ0001010
Description
As a Customer Success Manager with GlideFast Consulting, you will manage a portfolio of accounts and improve customer satisfaction, customer retention, and growth. You will be the primary contact for customers, understanding their success criteria and helping them realize value from GlideFast.
Responsibilities
* Proactively manage assigned clients to enable success throughout the customer lifecycle, ensuring best practices and methodologies that will drive client engagement, business outcomes, and drive renewals * Establish and nurture strong customer relationships, positioning yourself as a trusted advisor * Perform onboarding of accounts with customers, ensuring alignment with services and ongoing engagement throughout the customer's lifecycle * Hold periodic customer success reviews that confirm satisfaction, resolve issues, and drive renewals/ additional services * Be the primary interface with customers to facilitate escalations and resolve issues. * Partner with Sales to identify renewals and new opportunities to expand customer capabilities * Act as a customer advocate within the organization, ensuring that customer feedback and concerns are communicated to the project delivery team * Manage contracts and understand financial performance of accounts. Ensure data is kept up to date within CRM * Facilitation of resource changes based on customer demand/requirements * Partner with Marketing to drive customer advocacy events and creation of success case studies/collateral* Maintain consistent satisfactory CSAT scores * Contribute to team development and knowledge sharing through Share the Wealth, training, blogs, mentorship and/or team support * Contribute to center of excellence development * Work independently as well as part of a team using good communication and positive attitude, promoting our passionate and collaborative culture * Continue learning service delivery solutions, technologies and methodologies * Be a trusted advisor to the customer through understanding their existing and future needs to drive the ServiceNow solution * Demonstrate ability to juggle multiple complex projects or initiatives at one time
Qualifications
* 2+ years in a consulting position, managing professional services * 2+ years of Customer Success or Account Management experience (or equivalent) * Experience maintaining valuable and outcome-based relationships with a diverse customer account base * Excellent verbal and written communications, presentation, and facilitation skills * Understanding of enterprise software implementations and ongoing support within large and small IT departments * Ability to travel up to 20% may be required to client locations* Self-motivated, disciplined professional able to function as a true business leader with a record of accomplishment in managing multiple complex tasks * Uphold excellent time management and organizational skills with an aptitude toward creative problem-solving. * High proficiency with English language: written, reporting, verbal/oral communication skills; must be an effective presenter * Excellent communication skills required- verbally with customers and all levels of the business, as well as written with technical assessments and project-related reports * Proven troubleshooting skills * Continue learning service delivery solutions, technologies, and methodologies * Maintain professionalism and an uninterrupted work environment during all client meetings and interactions * Work independently with customers on implementations and remote services * Be a great leader and team player with a record of accomplishment in managing multiple complex tasks * Remain innovative, creative, and self-directed
Certifications / Education
* Bachelor's degree or related equivalent work experience preferred
The starting pay range for this role is $65,000.00 - $85,000.00. Actual compensation will depend on a number of factors, including actual work location, relevant experience (internal or external), technical skills, and other qualifications.
Apply For This Opportunity
Reference
JBRQ0001010