Customer Success Manager

As a Customer Success Manager, you’ll oversee the coordination of multiple teams’ projects, features, and integrations. This role centers around aligning stakeholders on timelines and delivery goals while managing the critical components required to bring a product to market.

At the Manager level, you’ll drive business development milestones, foster a productive and collaborative work environment, and act as the primary point of contact for client engagements. Your responsibilities include crafting key proposal components, presenting clients with fresh and strategic solutions, and ensuring high standards for quality and timeliness in deliverables. You will also serve as a role model, embodying the company’s values and contributing to an inclusive, diverse workplace.

Role and Responsibilities:

You may work on a variety of projects throughout your career here, with responsibilities including:

• Leading technical and functional projects in the telecom industry from the initial stages through to testing and release within an Agile framework.
• Defining and tracking project milestones while maintaining an integrated delivery plan, reporting on progress as needed.
• Managing complex, multi-stakeholder projects through all phases of the software development lifecycle (SDLC).
• Carefully managing project scope to meet time, cost, and quality requirements.
• Beyond client site delivery, contributing to the company’s Center of Excellence by standardizing work processes and collaborating on proposals for prospective clients.
• Achieving specific business development objectives.
• Meeting with team members to provide constructive feedback, coaching, and guidance.
• Planning, executing, and overseeing complex system integration projects, ensuring adherence to budgets, schedules, and quality standards.
• Offering technical expertise to project teams, solving integration challenges, and optimizing project outcomes with a focus on system integration principles and best practices.
• Managing full lifecycle technology projects, including application development, integration, data migration, testing, and post-launch support.
• Engaging with client teams to identify operational issues and recommend improvements for both operational and technical aspects.
• Communicating technical requirements and project impacts effectively to senior leadership and stakeholders.
• Ensuring deliverables meet quality standards by collaborating with core teams and creating effective deployment strategies.
• Working with other Program and Project Managers to align timelines and ensure seamless project execution.
• Anticipating potential project risks and developing strategies to mitigate them, staying proactive to ensure project success.
• Driving innovation by developing differentiated service offerings that align with market trends and technological advancements.

Required Qualifications:

• Bachelor’s degree, preferably in Computer Science or a related field.
• 8 years of professional experience.
• Previous experience in project management.
• Strong written and verbal communication skills, with an ability to present ideas clearly across all levels.
• Proven skills in building and sustaining long-term client relationships.
• Ability to collaborate effectively with sales, product development, and support teams to meet client needs.
• Demonstrated ability to develop and execute client success strategies, growing client relationships.
• Experience managing key performance indicators (KPIs) and success metrics.
• Exceptional communication skills, particularly in negotiation and conflict resolution.
• Experience in mentoring and building a consulting team.
• Solid understanding of SDLC methodologies, including both Waterfall and Agile/SCRUM.
• Ability to manage the complete program scope, including deliverables, schedules, risks, and coordination among stakeholders.
• Capable of setting clear objectives, establishing KPIs to track progress, and translating technical requirements into non-technical language.
• Strong mentoring skills to guide a multidisciplinary team of engineers and developers, fostering a supportive and growth-oriented work environment.
• A natural curiosity for emerging technologies, trends, and platforms.
• Comfortable working in dynamic environments where adaptability is key. A successful candidate thrives amidst change, harnesses uncertainty, and is proactive in decision-making.
• An ownership mindset, with a commitment to delivering high-quality results.

Preferred Qualifications:

• Experience in the telecom industry.
• Background in implementing and managing BSS/OSS projects for medium to large clients.
• Experience managing executive-level enterprise clients.

Job Type: Full-time

Pay: $100,000.00 - $160,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person

Salary : $100,000 - $160,000