[Hiring] Customer Success Manager @Harmonic Inc.

Role Description

A Customer Success Manager (CSM) is a professional who is responsible for developing a positive customer experience and fostering healthy working relationships. They function as a bridge between the support and the sales team.

The CSM reports directly to the Customer Success Regional Lead. There are no direct reports to this position.

We are looking for a customer success manager who can provide ongoing support to our clients and network with them. The candidate should be able to contribute to building relationships and implementing innovative programs that will increase your business’ revenue potential and minimize churn rates.

A Customer Success Manager’s responsibilities include:

• Supporting customers as they transition from sales prospects
• Building close relationships that often last beyond any one project or job-order
• Leading the customer interfaces to help solve their commercial and technical challenges
• Ensuring customer satisfaction while they are an active account
• Collaborating closely with other employees to address customer questions and concerns in a timely manner

Location: Remote - this position is 100% remote, preferably in the US Eastern or Central time zone.

What you will be doing:

• Establish clear client retention goals
• Process milestones for the clients and employees to work toward
• Assist customers with setting up and navigating programs or software
• Promote the value of the product
• Upsell services and products with the brand image
• Promote value through customer experience
• Assist in creating training courses and educational materials
• Lead Customer meetings including QBR’s
• Lead & Generate Reports, Quotes, Pricing and Contract renewals
• Maintain & track high score of NPS & CSAT
• Track commercial and technical SLA’s & KPI’s
• Review customer complaints and concerns and seek to improve the customer experience

Qualifications

• Proven work experience as a Customer Success Manager or similar role, with at least 5 years of experience
• Experience working with MSOs and promoting value through customer experience
• Exceptional ability to communicate and foster positive business relationships
• Technical skills required, as they relate to the use of the product or service
• Technical experience in the high-tech industry, preferably within the broadband or telecom industries
• Accountability and personal organization are essential
• Experience in managing a diverse group and training each according to company standards
• A communications or marketing degree is preferred

Requirements

• You are required to travel up to 15% percent

Benefits

• For this role, the estimated base salary range is between $90,000 - $100,000
• The actual base salary will vary based on various factors, including market, location, and individual qualifications objectively assessed during the interview process

Company Description

At Harmonic, we believe that building and nurturing a global team with diverse backgrounds and voices is critical to our success. Together, we achieve excellence through creativity and innovation, build relationships based on integrity and mutual respect, and deliver the highest quality in every aspect of our business for the benefit of our employees, business partners, and shareholders.

Harmonic is an equal opportunity employer. Qualified applicants will receive consideration for employment regardless of gender, race, color, national origin, ancestry, citizenship, religion, age, physical or mental disability, medical condition, genetic information, pregnancy, sexual orientation, gender identity or gender expression, veteran status, or marital status, or any other characteristic protected by federal, state or local law. In addition, we will provide reasonable accommodations for qualified individuals with disabilities.