Customer Success Manager

• Ensure an excellent experience for Clients of Blue Mantis Services offerings, with initial focus on Managed Services clients.
• Provide proactive and embedded operational engagement with clients, delivering creative problem solving and problem prevention.
• Advocate for strong Client outcome-focused relationships and drive operational maturity within Blue Mantis and delivery teams.
• Engage the full capabilities of the Blue Mantis portfolio to address Client needs as they emerge and evolve.
• Drive high levels of Net Promoter Score (NPS) and Net Retention of long-term contract-based Clients.
• Manage prioritization, escalation management, contract and operational issue resolution; coach and guide direct reports.
• Partner with peer delivery leadership on service optimization and client needs; act as liaison among sales, solution architects, and technical support.
• Establish and manage Client Success Management meeting cadence and ensure accurate, meaningful KPI reports are reviewed and understood.
• Engage with Clients to understand emerging requirements and coordinate with stakeholders and subject matter experts to propose solutions for new or expanded service requests.
• Generate KPI and status reports and provide recommendations on optimizing IT Operations and Managed Cloud environments.
• Create, update and maintain training documentation and knowledgebase articles to increase first level resolution.
• Analyze business processes and collaborate with sales, technical support and operations to identify opportunities to streamline processes.

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