Customer Success Manager

Overview:

TierPoint is seeking a Customer Success Manager (CSM), reporting to the Director of Customer Success, to focus on building, retaining and growing customer accounts. Ideal candidates can thrive with a high level of ambiguity and operate autonomously while maintaining a customer-centric approach. You will act as point-of-contact for clients with responsibility for proactively managing expectations and communications. With a constant focus on your customers’ business needs, you will work to improve overall account health, helping customers to realize maximum value from their TierPoint investment. Responsibilities:

• Develop and execute on account strategies for assigned accounts, while working alongside the sales and services teams to deliver positive outcomes for clients.
• Communicate with customers to meet long-term goals; gather, and deliver information between internal and external teams, track and optimize customer retention metrics.
• Secure renewals, increase renewal rates, identify upsell/cross-sell opportunities, and reduce churn.
• Ensures customer retention by proactively addressing needs and concerns.
• Partner with sales to identify expansion opportunities and ensure realization of the expansion sales potential within portfolio.
• Delivering a seamless post-purchase experience for customers.
• Building and maintaining relationships with a portfolio of customers by assisting them with onboarding, training, and adoption of products or services.
• Takes ownership for team coordination and connects identified opportunities, questions, and/or issues from customer organizations.
• Serve as a product, company, and industry ambassador, educating on capabilities.
• Collects customer feedback and monitor customer health to identify potential risks.
• Provide guidance and support throughout the customer lifecycle.
• Communicates with customers based on business approach (low-touch, tech-touch, high-touch).
• Intervenes through proactive customer engagement to prevent support issues, foster customer loyalty, and promote good business relationships.
• Provides quality internal and external customer service surrounding the Company values.
• Other duties as assigned.

Qualifications:

• Bachelor’s Degree (or equivalent work experience).
• 5+ years of experience in Enterprise Customer Success, Solution Architect or Management.
• Strong understanding of value drivers in recurring revenue business models.
• Prior experience in a consultant role where customer growth was achieved primarily through continuously delivering value.
• Strong understanding of best practices relevant to retaining and growing accounts within a personal portfolio while mitigating risk.
• Strong listening ability and persuasiveness, appropriate interpersonal styles, and communication skills.
• Proven ability to be a business advisor by creating valuable business partnerships with customers.
• Proven ability to synthesize and draw conclusion from data.
• Ability to be a compassionate, strategic problem solver who can prioritize/adapt quickly.
• Adequate professional experience and knowledge to perform Job Responsibilities
• Excellent verbal, written, and interpersonal skills
• Ability to prioritize and organize effectively
• Ability to work on multiple projects simultaneously
• Ability to work both independently and with others

Working Conditions

• Home or Office based depending on location
• Travel to corporate, regional markets, and opportunity specific travel, as required

Pay Transparency

TierPoint is committed to practices that promote pay equity and transparency. We provide a compensation range for roles that may be hired in locations with pay transparency law requirements. It’s important to note the pay range may be narrower than displayed, as various factors are used to determine the offered compensation package including skill set, level of experience, geographic locations, and other relevant factors- i.e. budgetary requirements.

Pay Range $83,000.00 - $133,000.00

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