Customer Success Manager Service Management
Miramar, Florida
Summary
UDT is a technology enabler that helps clients in major industries evaluate, architect, provide, secure, and manage technology on the go, in the rack and in the cloud. UDT provides technical, professional, cyber security and managed services. This is a full time hybrid position, located in Miramar, Florida.
The Customer Success Manager will work with new and existing UDT customers to ensure that they are highly successful with and delighted by UDT Services. You will be responsible for effectively onboarding these accounts onto our services, initiate and manage usage of our services in the early stages and ongoing, and build high customer satisfaction. You will work with your accounts actively to drive adoption, as well as act as the voice of your customers internally at UDT. Creative, energetic, and self-driven, you understand the customer and their use cases and know how to be a trusted partner. You can manage numerous customers at different stages of the customer lifecycle with ease. You also have a strong technical background and can take the lead during events that require effective troubleshooting and problem solving.
Responsibilities
Establish a trusted advisor relationship across the customer's organization, from Executive Sponsors to day-today contacts, to ensure customers are getting value from our products and services.
Develop success plans for customers that outline their critical success factors, metrics for success, potential issues, and provide recommendations, in alignment with current and new products.
Work closely with Professional Services and Sales to identify new opportunities and facilitate transitions following initial or follow-on deployments.
Supervise and facilitate the customers adoption of our solution features and their overall business needs as they relate to our products.
Use customer relationships as needed for prospect references.
Act as a liaison between product management and the customer with a focus on communicating the UDT Services Products.
After receiving initial training/onboarding we expect you to have gained and maintain a deeper knowledge of UDT service products.
Self-sufficient management of multiple accounts.
Actively ensure there is a roadmap in place for each of your accounts.
Timely execution of standard customer meetings and reviews for your defined accounts monthly and quarterly.
Achieve/exceed annual customer happiness targets and other defined Key Performance Indicators.
Excellent problem-solving skills - including crisis management, communication, issue tracking, triaging, and providing value-based recommendations.
Passionate about collaboration and building strong relationships, both with customers and internal teams. You thrive when working in virtual teams.
Can Clearly communicate technical subjects to technical and non-technical audiences. You can influence at the CIO level as well as with individual technical contacts.
You have a proven track record working in driving customer adoption and retention. You have experience handling renewal discussions as well as discovering and remediating signs of potential customer churn.
You anticipate dissatisfaction, proactively seek to solve, or avoid it, and when feedback is provided you onboard it squarely with the intent to address it.
Oversee customer activities as it pertains to Managed Service Operations
Function as the customers single point-of-contact for problem identification and resolution for issues that stem from UDT services.
Manage service requests to ensure full utilization of technical resources.
Facilitate meetings with NOC and the management teams. Conducting service board reviews.
Reconcile daily backups and patching initiatives to ensure successful backups and compliance requirements.
Ability to aggregate data from multiple sources to prepare and deliver monthly and quarterly business reviews.
Assess, recommend, and partner with your customer base to align the business and technology needs of your customers.
Education
A bachelors degree in information technology, Computer Science or Engineering required or five years of hands-on experience in an equivalent position in a fast paced and dynamic technical support environment.
5 years prior technical account management experience
3 years of experience in services industry
Strong communication skills and technical aptitude
Familiarity with Infrastructure, Cloud, SAAS Technologies and Services
Proactive team player who has fresh ideas when it comes to user adoption and churn mitigation
Enjoys working closely with customers to ensure complete satisfaction
A self-starter who takes the initiative to get things done
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
What UDT offers you
We offer a competitive compensation package where youll be rewarded based on your performance and recognized for the value you bring to the organization.
UDTs Total Rewards package includes:
Medical, dental, vision, life and company paid disability coverage
Health savings accounts and flexible savings accounts
401(k) plan with company match
Paid holidays and unlimited paid time off options
Wellness programs, pet insurance, legal insurance and more
Join us! and be part of an inclusive, energizing, and collaborative environment.
UDT is an Equal Opportunity Employer who is committed to workforce diversity. Qualified applicants will receive consideration without regard to age, race, color, religion, sex, sexual orientation, disability, or national origin. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.
Employment is contingent upon successful completion of background and pre-employment drug screen. UDT is not currently hiring individuals for this position who now or in the future require sponsorship for employment visa status.
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