Blue Mantis

IT Customer Success Manager

Blue Mantis

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Salary

💰 $70,000 - $82,000 per year

Job Level

Mid-LevelSenior

Tech Stack

ServiceNow

About the role

  • The CSM helps ensure a smooth end-to-end journey of Blue Mantis services, that fosters high degrees of partnership and advocacy.
  • The CSM champions outcome-focused relationships, promotes operational maturity across Blue Mantis and its service partners, and leverages the full breadth of the company’s capabilities to meet evolving customer needs.
  • This position involves operational engagement with clients, driving creative problem-solving, collaboration and is a dynamic, highly influential role that is valued by both customers and Blue Mantis.
  • The CSM is responsible for driving high levels of Net Promoter Score (NPS) and maximizing Net Retention among customers.
  • The CSM is also responsible for prioritization, escalation management and the resolution of contract and operational issues for their assigned customers.

Requirements

  • Minimum three years of prior experience with Managed Service Providers
  • Minimum three years of prior experience with Customer Success Management or Service Delivery Management roles, or equivalent.
  • Experience with Business Intelligence reports (preferably Microsoft Power BI and ServiceNow)
  • Experience working with Clients on business solutions during steady state and during escalated issues.
  • Previous experience optimizing workflows and implementing process improvement.
  • Superior business problem-solving skills and judgement.
  • Demonstrated interpersonal skills including mentoring, coaching, presentation skills and the ability to interact with colleagues and customers.
  • Ability to prioritize and manage competing demands.
  • BS Degree in Business or a Technology related field preferred.
Benefits
  • Please note: This range is based on our market pay structures. However, individual salaries and hourly pay rates are determined by a variety of factors including, but not limited to business considerations, local market conditions, and internal equity, as well as candidate qualifications, such as skills, education, and experience.
  • We consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
  • Reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of the job. This job description is intended to describe the general nature of work being performed by employees in this job. It is not intended to be a complete list of all responsibilities, duties, and skills required.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
Customer Success ManagementService Delivery ManagementBusiness IntelligenceMicrosoft Power BIServiceNowProcess ImprovementWorkflow Optimization
Soft skills
Problem-solvingJudgementInterpersonal skillsMentoringCoachingPresentation skillsPrioritizationTime management