Senior Brand Success Manager
HigherVisibility
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 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.
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
Benefits
- Remote possible
- Occasional travel (approximately <25%)
- Reasonable accommodations will be made to enable employees with disabilities
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 optimizationproblem-solvingKPI reportingIT OperationsManaged ServicesManaged Cloud environmentsescalation management
Soft skills
mentoringcoachingpresentation skillsinterpersonal skillscollaborationprioritizationjudgmentcreative problem solvingrelationship managementcommunication
Certifications
AWS certificationAzure certificationSecurity certification
