Customer Success Manager
2 weeks ago
At Centrilogic, we are seeking an experienced Customer Success Manager to join our team as a Senior Service Delivery Manager.
This key role will be responsible for delivering exceptional customer experiences and ensuring that our clients achieve their business objectives through the effective delivery of our services. As a Senior Service Delivery Manager, you will have end-to-end accountability for client relationships, working closely with internal stakeholders to understand client needs and develop tailored solutions.
The ideal candidate will have a strong track record in technical customer relationship management, with experience in designing workflows and processes to better interface Service Delivery with other teams. You will possess excellent communication skills, able to build and manage trusting relationships with large clients, and have a passion for learning new concepts and technologies.
In this role, you will be responsible for:
- Maintaining strong relationships with clients at operational and managerial levels
- Understanding each client's business, organization, and objectives
- Building working relationships with potential competitor organizations within a multi-vendor ecosystem
- Managing customer service obligations as per MSAs/SOWs/contracts to support effective delivery, ongoing management, issue escalation, and financial processes
You will also be responsible for leading key service-related communications with the client, providing guidance, managing expectations, and pushing back on client requests. Additionally, you will evaluate customer satisfaction (CSAT) and coordinate necessary actions to achieve desired outcomes, monitor and assess client retention risk, and raise awareness internally.
The salary for this position is estimated to be around $120,000 per year, based on industry standards and the level of experience required. If you are a motivated and results-driven individual with a passion for customer success, we encourage you to apply for this exciting opportunity.
In addition to your technical expertise, you will need to possess excellent problem-solving, problem-resolution, and analytical skills, as well as the ability to grasp and explain complex technical concepts to various audiences. You will work closely with operations teams to continuously improve the service delivery experience, focusing on efficiency and optimization for in-scope services.
We offer a dynamic and supportive work environment, with opportunities for professional growth and development. If you are looking for a challenging and rewarding role that aligns with your career goals, we invite you to apply for this position.
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