Customer Success Manager

As the Customer Success Manager, you are the “CEO” of the accounts assigned to you, owning the outcomes and relationship with that client and accountable for the services and billing for that client, you will be assigned to key accounts with high profile client visibility.

To be successful in this role you will need to have a technological background that allows you to understand your clients’ needs and be able to translate that to action with Acuative support resources.

This is an independent role that will require you to own the successful outcomes for your clients.

This will include acting as a client advocate and a point of escalations for client service delivery needs.

What You Will Do:

• Coordinates internally across Acuative with cross-functional teams to ensure the relationship and services levels are achieved.
• Provides guidance within Acuative’s’ operational teams to ensure clients have an exceptional experience with the technology solutions we provide and that contractual obligations are met.
• Hold clients accountable for responsibilities, scope and expectations of their agreement or project.
• Actively identifies, captures, and communicates operational risks, insights, opportunities, and efficiencies. Develops and executes improvement plans from discoveries.
• Partners with assigned Acuative support resources to capture important client data and conducts analyses to identify issues and track progress against the client’s business outcomes. This may include analyzing the health/wellness of the client’s environment, data on incidents/SLAs.
• Educates the operational team in understanding how clients utilize Acuative services in support of their business.
• Provides technical support or training on Acuative products (i.e., client portal) by coordinating with internal SMEs and support organizations.
• Builds relationships across the client’s organization to confirm the right level of participation across Customers IT and Business to drive success and achieve the client’s outcomes.
• Maintains and improves CSAT through optimizing service quality and end-to-end client experience.
• Uses operational health and KPIs to identify and communicate risks and insights to the client and Acuative senior leadership.
• Provides executive level communication for critical business impacting events, account updates, and service improvement plans.
• Delivers, executes, and monitors service improvement plans (SIP) across all Acuative operational delivery.
• Collaborates with the Account Executives (Sales) to build a strong account plan and coordinates to effectively manage client relationships, strategic outcomes, opportunities, and manages the client’s overall contractual relationship.
• Manages critical client issues/incidents via an ITSM based approach, communicating the client’s expectations, and ensuring coordination across the Acuative team to deliver.
• Assesses account performance through Acuative’s Client Health Dashboard and works across Acuative teams to manage client challenges and deliver high quality service to each client.
• Acts as a product advocate and provides guidance and recommendations to clients, strengthening the relationship as well as exceeding expectations.
• Establishes and leads operational meetings focused on ITSM governance and SLA adherence.

What You Will Need:

• 8+ years of IT Service Management experience in a client-facing role
• Client relationship management experience
• Operational ability in diverse, large-scale, multi-platform, outsourced environments
• In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery.
• Proficient understanding of ITIL (Information Technology Infrastructure Library) principles
• Demonstrated understanding of the following technologies: Networking, Open Systems, Virtualization, Databases, Cloud Computing, Middleware, or Mainframe
• Willing to travel as required (e.g., client service reviews at client site)
• Financial acumen, ability to read and understand billing, P&L’s and client statements
• Excellent written and verbal customer oriented communication skills