Customer Success Manager-Enterprise

Acts as a customer advocate and is results driven and customer focused; “Get things done - Make things happen”. Primarily responsible for ensuring that customer Service Level Agreements / Service Level Objectives are met. Responsible for coordination of renewing Managed Services contracts starting 90 days prior to renewal. Grow existing contract values by cross-selling and up-selling existing contracts. Build a strong relationship with key customer staff, client director team, and Managed Services teams and management. Ensure reports are provided to an agreed schedule or on request, including: incident management, account performance, and service unit billing reports. Leads onboarding activities for new Managed Services customers and set expectations of service quality, availability, and timeliness with the client. Drives process improvements that increase customer satisfaction. Work with the client and Managed Services teams to identify and manage service improvement activities. Translate and drive prioritization of customer requirements into service and project requests. Be an active member of the change advisory board and ensure all changes are assessed, approved, communicated, implemented and reviewed in a controlled manner. Report, communicate, and update relevant stakeholders on service operations.