Customer Success Manager
Chainalysis
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 end-to-end experience for Blue Mantis Clients, initially focusing on Managed Services clients
- Drive high levels of Net Promoter Score (NPS) and Net Retention for long-term contract-based Clients
- Prioritize, manage escalations, and resolve contract and operational issues
- Coach and guide direct reports; motivate teammates to deliver high quality results
- Partner with delivery leadership to optimize services and build systems/teams of scale
- Build working knowledge of Blue Mantis service offerings and engage subject matter experts
- Establish and manage Client Success meeting cadence and review KPI reports with stakeholders
- Act as liaison among sales, Solution Architects, and technical support to ensure cohesive Client experience
- Engage with Clients to understand evolving requirements and coordinate solutions for new or expanded services
- Generate KPI and status reports and recommend optimizations for IT Operations and Managed Cloud environments
- 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 process improvement opportunities
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 (~<25%)
Benefits
- Occasional travel (approximately <25%)
- Office-based position; remote possible
- No physical requirements
- Reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of the job
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Client Success ManagementManaged Services Provider (MSP)Cloud Service Provider (CSP)Business IntelligenceMicrosoft PowerBIServiceNowprocess improvementtechnical problem-solvingworkflow optimizationKPI reporting
Soft skills
coachingmentoringpresentation skillsinterpersonal skillsteam collaborationprioritizationconflict resolutioncommunicationmotivationstakeholder engagement
Certifications
AWS certificationAzure certificationSecurity certificationBS Degree in BusinessBS Degree in Technology
