Senior Process Analyst
Boeing
ITSMServiceNow
Customer Success Manager – Cloud
Fresche Solutions
full-time
Posted on:
Origin: • 🇺🇸 United States • Massachusetts
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
ITSMServiceNow
About the role
- Helping customers adopt new products and services
- Monitoring client relations to ensure smooth progress
- Building and cultivating client relationships by understanding their needs and requirements
- Developing trust and acting as an ambassador for positive customer experiences
- Supervising and ensuring follow-ups on implementation and maintenance of services
- Recommending proactive resolutions and optimized support paths to expand client business development
- Partnering with service delivery teams to ensure SLA compliance and timely resolution of escalations
- Leading small projects, including upgrades and changes
- Developing mutually beneficial value offerings between clients and the business
- Translating client strategic goals into concrete execution plans for business growth and added value
- Reviewing strategic goals and formulating proposals to help customers establish priorities and address gaps
- Establishing and maintaining open and trusting communication with customers to obtain transparent feedback
- Evaluating overall performance by defining success and retention metrics for implementation and maintenance of service offerings
- Working with the PMO to facilitate the handoff of customers from onboarding to steady-state support
- Proactively engaging with customers in support of KPIs
Requirements
- Strong track record of building trust with clients and maintaining strong business relationships
- Knowledge and understanding of the customer success process
- Excellent communication skills (verbal and written)
- Experience leading Quarterly Business Reviews (QBRs) and executive-level discussions
- In-depth knowledge of diverse business functions and principles (e.g., customer support, finance, operations)
- Bachelor’s degree in Business, Communications, or related field
- Relevant industry certifications (an asset)
- 5+ years of related experience
- Experience using sales software applications and CRMs
- Proficiency in MS Office products (Excel, Word, Outlook, PowerPoint)
- Understanding of technical terminology and concepts
- IBM i and MSP knowledge (a plus)
- Understanding of SLAs and ITSM ticketing systems (Jira, ServiceNow)
- Works with transparency, honesty, and integrity, instilling trust
- Strong customer empathy
- Ability to work cooperatively with others in a team environment
- Adaptability and strong problem-solving skills
