Customer Success Manager
VisioLab
Director of Client Success
Blue Mantis
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $180,000 - $200,000 per year
Job Level
Lead
Tech Stack
AWSAzureCloudServiceNow
About the role
- Ensure an excellent experience for Blue Mantis clients, with initial focus on Managed Services clients
- Provide proactive and embedded operational engagement with clients; deliver creative problem solving and problem prevention
- Advocate for strong client outcome-focused relationships; drive operational maturity within Blue Mantis and delivery teams
- Drive high levels of Net Promoter Score (NPS) and Net Retention of long-term contract-based clients
- Prioritization, escalation management, contract and operational issue resolution
- Coach and guide direct reports; motivate teammates to deliver high quality results
- Partner with peer delivery leadership on service optimization and client needs
- Build systems and teams of scale and maintain working knowledge of service offering models
- Engage subject matter experts to drive efficiencies, improvements, and standardization
- Establish and manage client success meeting cadence and KPI reports
- Act as liaison among sales, solution architects, and technical support to ensure cohesive client experience
- Generate KPI and status reports and provide recommendations to optimize IT Operations and Managed Cloud environments
- Create, update, and maintain training documentation and knowledgebase articles
- Analyze business processes and collaborate with sales, technical support and operations to streamline processes
Requirements
- Minimum five years’ prior experience with MSP and / or CSP
- Minimum 5 years of prior experience with Client Success Management in a leadership role, or equivalent
- Power user of Business Intelligence reports (preferably Microsoft PowerBI 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 technical and business problem-solving skills and judgement
- Demonstrated teaming skills working collaboratively with peer leaders across the company
- Demonstrated interpersonal skills including mentoring, coaching, presentation skills and the ability to interact with colleagues and Clients at all technical levels
- Ability to prioritize and manage competing demands
- AWS, Azure, and Security certifications or accreditations preferred
- BS Degree in Business or a Technology related field preferred
- Occasional travel (approximately <25%)
Benefits
- Office-based position; remote possible
- Occasional travel (approximately <25%)
- No physical requirements
- Reasonable accommodations for employees with disabilities
- Fully remote option indicated in job title
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Client Success ManagementBusiness IntelligenceProcess ImprovementWorkflow OptimizationKPI ReportingOperational EngagementProblem SolvingTechnical SupportManaged Services Provider (MSP)Cloud Service Provider (CSP)
Soft skills
CoachingMentoringPresentation SkillsInterpersonal SkillsTeam CollaborationPrioritizationEscalation ManagementCreative Problem SolvingMotivationClient Relationship Management
Certifications
AWS CertificationAzure CertificationSecurity CertificationBS Degree in BusinessBS Degree in Technology
