Customer Success Manager

1 month ago

Winnipeg, Manitoba, Canada Xerox Full time
About the Role

Xerox is seeking a highly skilled Customer Success Manager to join our team. As a key member of our client engagement strategy, you will be responsible for nurturing our client relationships, enhancing customer satisfaction, and spearheading our customer success initiatives.

Key Responsibilities
  • Maintain and elevate client relations by fostering strong, beneficial relationships that are built to last.
  • Partner closely with a designated virtual technology strategy advisor to deliver strategic insights and craft yearly Managed Services roadmaps that support client business goals.
  • Liaise with various team units to ensure clients receive a unified and exceptional service experience across all touchpoints.
  • Engage with technical and sales teams to comprehend client-specific technical issues and collaborate on the development and sale of tailored solutions.
  • Administer and monitor client agreements and service contracts, managing timely updates, renewals, and adjustments in terms and pricing as necessary.
  • Keep client interactions, opportunities, sales engagement, and communications fully updated in the services platform.
  • Stay ahead with the latest offerings in business technology for the mid-market segment, especially focusing on comprehensive tech solutions and their pricing models.
  • Serve as the immediate contact for resolving any issues related to services or billing encountered by clients.
Critical Success Factors
  • Strong leadership and team development skills.
  • Deep understanding of customer relationship management.
  • Strategic thinking in customer engagement and growth.
Experience Requirements
  • Minimum of 5 years experience in customer success, customer service, technical or account management roles within the IT, Managed Services, or related industries.
  • Proven track record of managing and scaling customer success teams to achieve exceptional customer satisfaction and retention rates.
  • Familiarity with customer relationship management software and tools is essential for managing customer interactions and data analysis.
  • Demonstrated ability to develop and implement successful customer success strategies and initiatives that drive customer engagement and growth.
  • Experience in handling customer escalations, feedback, and turning customer insights into actionable improvement strategies.
  • History of working closely with sales, marketing, IT, and operations teams to ensure a seamless customer experience and to identify opportunities for customer growth and retention.
  • Strong analytical skills with experience in measuring and improving customer success metrics and KPIs.
  • Experience in hiring, training, and mentoring customer success professionals, with a focus on building a high-performance team culture.
Preferred Qualifications
  • Certifications or advanced training in customer success management, project management, or related fields.
  • Experience in the managed services provider (MSP) sector or a similar fast-paced tech environment.

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