Enterprise Customer Success Manager
MyOme
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
AWSAzureServiceNow
About the role
- Ensure an excellent end-to-end experience for Blue Mantis clients (initial focus on Managed Services clients)
- Provide proactive and embedded operational engagement with clients and deliver creative problem solving and problem prevention
- Advocate for client outcome-focused relationships and drive operational maturity within Blue Mantis and delivery teams
- Engage 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
- Prioritize issues, manage escalations, and resolve contract and operational issues
- Coach and guide direct reports; act as calm, emotionally intelligent client and internal stakeholder contact
- Partner with delivery leadership on service optimization and client needs
- Build systems and teams of scale; 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 reporting
- Serve as liaison among sales, Solution Architects, and technical support to ensure cohesive client experiences
- Coordinate solutions for new or expanded service requests and generate KPI/status reports with recommendations
- Create 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
- Fully remote (US Remote 100%)
- Occasional travel (approximately <25%)
- Office-based position; remote possible
- Reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of the job.
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 reportingservice optimizationtraining documentationknowledgebase managementescalation management
Soft skills
coachingmentoringpresentation skillsinterpersonal skillscollaborationemotional intelligenceprioritizationproblem preventioncreative problem solvingclient advocacy
Certifications
AWS certificationAzure certificationSecurity certification
