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Select Group - Sunnyvale, CA
posted 2 months ago
Full-time - Mid Level
Remote - Sunnyvale, CA
Administrative and Support Services
About the position
The Customer Success Manager (CSM) will be part of a premium services delivery team focused on providing exceptional support to clients. This role involves managing small to mid-sized accounts, driving proactive solutions, and ensuring customer satisfaction and success. The position offers a flexible schedule with opportunities for remote work.
Responsibilities
- Build strong, positive relationships with customers and internal stakeholders, serving as the primary point of contact for all service-related matters.
- Act as an advocate for customers within the service delivery team, ensuring a seamless experience and successful resolutions to technical and service issues.
- Develop and implement Customer Success Plans (CSP) based on customer needs and goals, monitoring progress and results.
- Lead and manage escalations, coordinating with engineering teams to resolve issues efficiently.
- Conduct Quarterly or Monthly Service Reviews, analyzing key metrics and identifying trends to proactively address potential challenges.
Requirements
- 2-4 years of experience in a customer success role (CSM, SAM, HTOM, etc.)
- Basic understanding of wireless, networking, and IT environments
- Experience with ITIL/ITSM processes (certification not required; V3 is acceptable)
- Exceptional communication skills and a professional, personable demeanor.
Nice-to-haves
- Proven ability to proactively manage customer expectations and drive successful outcomes
- Familiarity with working in collaborative environments, contributing to team success and knowledge sharing.
Benefits
- Flexible schedule with remote work opportunities
