Nov 01, 2023 - Network Coverage is hiring a remote Customer Success Manager. 📍Location: USA.
Who we are:
Network Coverage is a best-in-class technology solutions provider specializing in IT managed services, cybersecurity, compliance, cloud enablement, digital transformation and software development for mid-market and enterprise organizations. Our comprehensive technology solutions and operational excellence allow clients to focus on their business with the value of an end-to-end technology partner.
Network Coverage believes in providing purpose to our people and that character, integrity and commitment win out. Technology is our mission, empowering and developing our team is our passion.
What the role is:
Customer Success Manager
Reports To: VP of Customer Success
As a Customer Success Manager (CSM) you will play a pivotal role in ensuring our clients' success by understanding their unique needs, aligning our services with their strategic business objectives, and continuously optimizing their technology and service experiences. You will be responsible for fostering strong client relationships, driving satisfaction, and promoting the growth and retention of our client base. This role is ideal for an individual who is not only customer-focused but also technical and results-oriented.
Client Relationship Management:
Build and maintain strong, long-term relationships with clients, serving as their primary point of contact for all service-related matters.
Continuously monitor and assess the health of client accounts, proactively identifying opportunities for improvement and growth.
Establish and maintain quality assurance processes to ensure the consistent delivery of high-quality services. Monitor service level agreements (SLAs) and key performance indicators (KPIs) to meet or exceed client expectations.
Work closely with technical teams to ensure that services are meeting or exceeding client expectations, and that service-level agreements (SLAs) are consistently met.
Renewals and Upselling:
Identify opportunities for upselling and cross-selling additional services to existing clients, while also managing contract renewals.
Client Communication and Feedback Analysis:
Gather and analyse client feedback to drive continuous improvement in service quality. Keep clients informed of updates, outages, and other relevant information, maintaining clear and effective communication.
Reporting and Analysis:
Develop and maintain operational performance metrics and reports. Analyse data to make data-driven decisions and drive improvements.
Knowledge, Skills and Abilities (KSAs) Required:
Work is primarily conducted remotely at your home office. Travel is rare, but may be required as we take on large, new clients.
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Multiple opportunities. Upskilling programs, 1-1 coaching and more.
|🇺🇸||Be aware of the location restriction for this remote position: USA Only|
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