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DaaS Customer Success Managerjob details:
location:Vernon Hills, IL
salary:$49.96 per hour
date posted:Tuesday, March 24, 2020
job type:Contract
industry:Professional, Scientific, and Technical Services
reference:774509
job descriptionDaaS Customer Success Managerjob summary:Description:
This role requires an intelligent data analytics person who has excellent listening skills b/c they will be interacting w/ customers daily.
The ideal candidate will have less than 15 years of experience with approximately 10 years of computing, PM experience, & data analytics experience.
The keys to this role & what this person will be doing on a daily basis are 1. They will be the face to the customer, 2. They will be focusing on continuous improvement, & 3. They will analyze & make recommendations based on data analytics.
As the work progresses, this person may be asked to help pick a data analytics platform to house all the data feeds.
Client has internal business people who can consult on this, however this worker will be the one coordinating on their behalf.
Required Skills:
End User computing experience - e.g. service desk, break fix, deployment, repair (NOT server, cloud, data center experience, etc.)
Project Management experience - This person is the true face to the customer, serves as the escalation point, & will be tasked w/ solving problems.
Data Analytics background - This person will have experience with reporting, creating reports, reading data, & helping make decisions based on the data. In this role, they will be asked to help the customer change their processes based on data. If they only understand reporting, they will struggle in this role.
Service Now Reporting is required - The team may be putting reports in a different platform in the future, however, Service Now is what is utilized today.
Asset Management experience is a plus
Role Overview:
The Customer Success Manager (CSM) is an integral member of the Strategic Solutions & Services Managed Services team focused on developing new and expanding current Managed Services customers through a new Client Managed Services offering.
The CSM helps Client customers to accelerate their planned ROI for Technology investment, facilitates forward Solutions Planning and improves operational readiness and performance.
This role is executed in close alignment with Client Sales and Client Service Delivery teams.
location: Vernon Hills, Illinoisjob type: Contractwork hours: 8am to 5pmeducation: Bachelorsresponsibilities:Key Areas of Responsibility:
Develop a clear and concise understanding of the customer needs, strategies, operational maturity and business goals as well as those of the industry in which they function.
Leverage the acquired knowledge of the customer to ensure Client enables Customer Success and achieve their Business Outcomes.
Focus on ensuring Client customers successfully maximize the value they receive from Client DaaS solutions through a subscription model.
Drive adoption and positioning of solutions throughout all stages - Plan, Build, and Manage - of the Lifecycle inclusive of all Client offers, leading to appropriate renewal rates and referrals along with the development of new opportunities.
Facilitate the consumption of Client Solutions.
Measure and the report the impact of the offerings currently in place, so that the customer and Client have a common understanding of the value they are receiving toward achieving their expected outcomes.
Lead to the expansion of current solutions as new opportunities are identified through an intimate business relationship with the key roles of the customer.
Proactively qualify, communicate and transition the identified opportunities into Client Sales.
Drive the successful introduction of the new solutions based on the customer expected outcomes.
Advocate on behalf of the Customer ensuring a superior Client experience.
Be a trusted advisor to your customer as they drive change into the organization.
Identify metrics for success, potential roadblocks, and provide recommendations for optimizing the customers environment end user experience
Deliver regular reports that provide a comprehensive view of device performance, persona experience and optimization opportunities.
Build and share best practice recommendations and develop content for most common customer business challenges
Maintain a deep understanding of the product and speak with customers about the most relevant features/ functionality for their specific business needs
Advocate for customers internally. Work collaboratively with Product, Sales, and Marketing teams to improve the DaaS product and customer experience
Track ongoing health of customers, and proactively manage escalations to closure
Deliver presentations on customer ROI in Business reviews, with a focus on increasing customer retention and driving expanded use cases
Responsibilities:ADOPTAccount Startup:a. Interlocks with Sales teams to contribute to the on-going Account Strategy and Planning.b. Builds customer relationships with key executives and staff beyond the traditional Network Engineering and Operations customer organizationsc. Create a full customer profile identifying key business needs and priorities.d. Function as a Strategic Business Advisor to Customer executives leveraging a strong understanding of the Customers' industry benchmarks, challenges, and available best practices.e. Define a joint services strategy and statement of future requirements in collaboration with delivery and sales teamsf. Build key pre-sales relationships with Client Account Reps and Solution Architects Aligns Client Services offers with the people, processes, and tools in support of the customer's business strategy and vision.During Deployment of the Solution:a. In conjunction with the account and Delivery services teams negotiate, document and communicate a governance structure for the account, ensuring all parties (Client, partner(s), and customer(s)) understand their respective accountabilities within the customer relationship.Enablement of the Solution:a. Understand the customer's changing business environment, and critical needs.b. Understand the customer's business practices/procedures, business drivers, and corporate culture.c. Understand the customer's business vertical, goals, services requirements, and performance expectations.Facilitate Consumption:a. Develops a services blueprint and roadmap in alignment with customer needs and business priorities.b. Collaborates with customers to maximize the business value from services through continual operational improvements in people, processes, and tools.c. Align activities to support customer specific KPIsd. Improve value of Client services to the customer through focused best practices leverage.Report:a. Responsible for the aggregation of all reporting from multiple systems in a cohesive, easy to understand format, providing recommendations for optimization of the end user's experience, including the reduction of calls, increased resolution times, automation, and other proactive support recommendations.b. Ensure continued alignment of the Client Services efforts and objectives with those of the delivery, product and services sales teams.c. Drive Executive Business Reviews with the customer to ensure services adoption, alignment with customer business needs, and outcomes through the use of metrics. Communicate output with the broader team.Identify Opportunities:a. Identification and Development of New Business Opportunities.b. Match customer requirements with strategic offeringsc. Maintain an intimate understanding of major account strategies and Client products and services, support capabilities and limitations.EXPAND:
Leverage Opportunities
Drive efficiencies End User Computing activities to support expansion opportunity development
Drive and innovate new competitive advantages
Develop the customer specific roadmap of which services may be offered and in what order - based on the Plan, Build, Manage lifecycle
Leverage customer relationships in supporting Client Service and Product Sales
Make use of triggers and analytics
a. Provides value realization of solutions delivered to ensure optimal penetration and identify up-sell opportunities.b. Identify services expansion opportunities based on customer's evolving needs (business requirements, expansion, industry challenges, reductions, proactive vs. reactive needs, etc.)Identify Pain Points:a. Drives continuous process improvement to achieve customer and Client business goalsValidate Outcomes:a. Drive the 36 month Services Roadmap for an account using gap analysis and business analysis techniques in collaboration with account Client Director, Account Manager/Executive & Service Delivery Executivea. Acts as an advisor and advocate for continuous improvement at Client, the customer, and the partner to achieve business goals and maximize opportunities in partnership with services delivery and salesQualifications:
Bachelor's degree in IT, Business or a related field or equivalent experience
Four years of experience in IT relationship management, project management or Customer Facing account management of multiple customers.
A minimum of 2 years of management experience in End User Computing.
A minimum of 1 year of data analytics experience, in a Service Desk or End User Computing environment.
Executive level communication, consultative and presentation skills are essential.
A proven track record in business analysis and translating customer needs into a high level statement of requirements.
qualifications:
Experience level: Experienced
Education: Bachelors
skills:
Functional
Project Management
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
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