Sr. Customer Success Manager

Job Description :

As a Senior CSM, you’ll be the key relationship manager for a book of business holding new and existing complex hosting and colocation customers.

Ultimately responsible for customer satisfaction and retention, you’ll achieve this through a variety of touchpoints and activities.

From onboarding, to building success plans, proactive outreaches, to running Executive Business Reviews, owning risk mitigation, and everything in between.

In order to build deep relationships and understanding of our customer’s desired outcomes, CSMs are engaged in all phases of the customer lifecycle.

You’ll work closely with day-to-day personnel up through decision makers and executive level contacts. Internally, you’ll work cross departmentally with sales, support, marketing, engineering, implementation, and more to ensure our customers achieve success.

Your success in the role will come from building relationships internally and externally, strong time management skills, technical acumen (colo, cloud, and networking solutions), curiosity to uncover desired outcomes, educating customers on the Flexential portfolio, and execution against committed success plans.

At Flexential, we’re passionate about our customer’s success and constantly elevating the way we help them achieve that. We’re looking for CSMs that are just as passionate about the CX as well as our industry.

In return, you’ll find a work environment that is challenging but fun, goal oriented but agile, and most importantly focused on helping YOU be successful.

Key Responsibilities and Essential Job Functions

• Provide oversight and accountability for success during the onboarding phase of new customers as well as existing customers leveraging new services.
• Manage a book of business containing advanced customer environments and marquee relationships.
• Uncover and document desired customer outcomes for success plan creation.
• Train customer on Flexential support tools.
• Overall responsibility for customer retention
• Understand and advise customers on all relevant Flexential solutions relevant to their needs; including facilitating additional conversations with internal SMEs.
• Keep relevant Flexential departments & leaders informed of all customer health / risk concerns including updating customer health scores as well as documenting churn forecasts.
• Facilitating problem resolution as first level of escalation for unresolved issues, which include billing and technical support
• Effectively leverage internal technology to manage touchpoints, view of customer health, and overall management of your book of business.
• Regular executive business reviews with customers; including preparing and presenting content appropriate for c-level contacts.
• Uncover additional customer needs and work with sales and solution engineers to appropriately solution sell
• Assist, direct and maintain open communication with key individuals with the company including sales, marketing, engineering, accounting and operations.
• Act as a liaison for your customers on all questions technical, billing, sales, or other.
• Ability to guide and advise the customer through the process rather than the customer managing Flexential
• Perform other duties as required and assigned.

Required Qualifications

• 2-3 years of experience in Cloud, Managed Services or Colocation
• Experience with interacting with customers at all levels including C Suite
• Demonstrated ability to build and develop relationships
• Strong written, oral, and presentation skills
• Demonstrated technical aptitude and attention to detail
• Ability to effectively communicate technical concepts and issues to all levels
• Experience with CRM systems
• Demonstrated time management ability
• Self-directed and self-motivated to problem solve
• A willingness to go the extra mile for our customers and develop strong relationships
• Ability to adapt and be part of our rapidly growing business
• Proficiency with MS Office tools
• General statistical analysis and ability to communicate metrics to the business

Preferred Qualifications

• 2-3 years of experience directly managing Fortune 1000 customers strongly preferred
• Experience working in Gainsight
• Understanding of VMware applications
• Understanding of DRaaS and BaaS solutions

Physical Requirements

• Ability to sit for extended periods of time
• Moderate or advanced keyboard usage

Benefits of working at Flexential :

• Medical, Telehealth, Dental and Vision
• 401(k)
• Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA)
• Life and AD&D
• Short Term and Long-Term disability
• Flex Time Off (PTO)
• Leave of Absence
• Employee Assistance Program
• Wellness Program
• Rewards and Recognition Program

Benefits are subject to change at the Company’s discretion.