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About Xerox
Xerox is a leading provider of business process and document management solutions. For over 100 years, we have been redefining the workplace experience by harnessing our leadership position in office and production print technology, expanding into software and services to sustainably power today's workforce.
Job Summary
We are seeking a highly skilled Customer Success Manager to join our team. This role is pivotal in nurturing our client relationships, enhancing customer satisfaction, and spearheading our customer success initiatives.
Key Responsibilities
- Maintain & Elevate Client Relations: Act as the pivotal contact for a specified group of active clients, fostering strong, beneficial relationships that are built to last.
- Integrated Customer Experience Management: Liaise with various team units to ensure clients receive a unified and exceptional service experience across all touchpoints.
- Ownership of Client Communications: Ownership of all client-facing documentation, communication, and reporting.
- Oversight of Agreements, Contracts, and License Renewals: Administer and monitor client agreements and service contracts, managing timely updates, renewals, and adjustments in terms and pricing as necessary.
- Comprehensive Tracking & Updates: Keep client interactions, opportunities, sales engagement, and communications fully updated in the services platform, ensuring a holistic view of each client relationship.
- Technology Solutions Knowledge: Stay ahead with the latest offerings in business technology for the mid-market segment, especially focusing on comprehensive tech solutions and their pricing models.
- Direct Point for Service and Billing Resolutions: Serve as the immediate contact for resolving any issues related to services or billing encountered by clients, ensuring swift and satisfactory resolution.
Requirements
- Strong Leadership and Team Development Skills: Proven track record of managing and scaling customer success teams to achieve exceptional customer satisfaction and retention rates.
- Deep Understanding of Customer Relationship Management: Experience in handling customer escalations, feedback, and turning customer insights into actionable improvement strategies.
- Strategic Planning and Execution: Demonstrated ability to develop and implement successful customer success strategies and initiatives that drive customer engagement and growth.
- Cross-Functional Collaboration: 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.
- Data-Driven Decision Making: Strong analytical skills with experience in measuring and improving customer success metrics and KPIs.
- Leadership and Development: 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: Certifications or advanced training in customer success management, project management, or related fields.
- Experience in the Managed Services Provider (MSP) Sector: Experience in the managed services provider (MSP) sector or a similar fast-paced tech environment.
