Customer Success Manager

The objective of the Enterprise Customer Success Manager (ECSM) is to assist our customers in obtaining the greatest value from our services. The ECSM will be the key interface between Datavail and our Enterprise clients with overall responsibility for the long-term relationship and growth of the account, acting as a trusted advisor while monitoring the operational, financial, and quality performance of account delivery.

The ECSM must be capable of anticipating customer needs, fostering strong customer relationships, and delivering solutions that ensure consistent reliable service performance. The ECSM will be responsible for all business relationship management activities and must act in a leadership role within Datavail. The ECSM will help support the setting of long-term support plans for customers and lead growth opportunities within the account while following the ITIL service management framework.

Key Responsibilities:

• Manage all aspects of Datavail’ s relationship with assigned clients and act as primary point of contact on those accounts.
• Develop and execute a defined account management strategy that drives retention, renewal, adoption, and growth.
• Successfully implement customer onboarding (including services set-up, troubleshooting, training, etc.), enhanced support, on-going maintenance and training, usage analysis and usage driving activities of assigned accounts.
• Deliver a superior customer experience on behalf of Datavail and thereby support the businesses’ NPS and renewal goals.
• Create delivery experiences which help Datavail users get the most value from our services and easily identify opportunities and strategies to improve their business, drive action, and achieve results by partnering with Datavail.
• Understand user’s business needs, expectations, and goals so deeply that everything the ECSM does is about helping them achieve/exceed those goals
• Participate in, and as appropriate lead, customer meetings regarding service delivery, project management and work scheduling as well as monitor service performance, identify issues and work with all levels of Datavail and client personnel to drive issue resolution.
• Assist operational teams in implementation of processes, procedures, and other mechanisms to assure service performance continuity.
• Conduct regular service performance reviews and manage service scope as well as coordinate change orders.
• Ensure that effective communication and problem management occurs between all Datavail service support team members.
• Ensure all internal stakeholders have clear visibility into the status of all projects with timely updates as needed to execute on their plans and effectively collaborate to produce expected results.
• Provide analysis of key metrics and recommend improvements.
• Coordinate, lead and drive the problem management process to ensure all appropriate constituencies are participating and the root cause of issues are identified, resolved, and appropriately communicated to the client.
• Manage Service Level Agreements and Key Performance Indicators.
• Act as the customer’s advocate and coordinate all non-technical communications between client and Datavail.
• Responsible for customer satisfaction, business retention and account growth.
• Responsible for the collective strategy of delivery, growth, risk management.

Education:

• Bachelor’s degree in business or technical discipline.
• Certified Project Management Professional (PMP) or equivalent PM experience preferred
• ITIL Certification

Skills and Experience:

• 6-10 years’ experience in Information Technology or related field.
• 6-10 years’ experience in account management, customer service or service management, preferably with an IT managed service or outsourcing provider.
• Experience in establishing client vision, owning account growth and portfolio expansion initiatives
• Experience in project management and business operation with exposure to business process and information flow.
• Experience with complex inter-related projects in matrix-managed environments.
• Knowledge of IT industry practices and standards.

The successful candidate will possess the following attributes:

• Interpersonal skills - ability to build strong relationships with customers and internal team members and to work across the organization to achieve results.
• Professional communication skills - Ability to work effectively with middle, senior and executive level customer contacts face to face, electronically and over the phone.
• Integrity – Words and actions are always consistent, and behavior is always in accordance with highest ethical standards.
• Customer focus – Responsive, service oriented and attuned to customer needs.
• Technical acumen – Ability to grasp technical concepts and establish credibility with technical contacts.
• Process orientation – Ability to recognize process deficiencies and implement improvements.