What are the responsibilities and job description for the Customer Success Manager position at Yorktel?
For over 35 years, Yorktel has been the video managed services partner around the world for some of the largest business and government agencies. With over 10,000 video systems under management worldwide – more than any other video communications service provider – Yorktel has the proven expertise and global reach to deliver enterprise-quality visual communications.
Yorktel is currently seeking a Customer Success Manager (CSM) who will play a pivotal role in ensuring the successful delivery of all managed and support services to Yorktel customers. Acting as the primary point of contact for Managed and Technical Services, they drive customer satisfaction, retention, and overall service success. The CSM serves as a trusted advisor and advocate for customers, providing strategic insights and operational recommendations to enhance service delivery. They collaborate with the operations team to forecast room, endpoint, and system implementations, develop preventive maintenance plans, and implement service improvements. Additionally, the CSM is responsible for proactively identifying service trends, resolving issues, and optimizing processes to maintain high customer-service standards. They own the communication and management of all service issues and escalations, ensuring timely and effective resolution both internally and externally. By fostering strong relationships and aligning services with customer needs, the CSM plays a key role in driving long-term customer success and business growth.
Duties/Responsibilities
Expert-level knowledge and experience in customer service, analytics, enterprise video hardware/software and networks, vendor management, service improvement, and general business acumen are required.
The Customer Service Manager has the authority and decision-making ability to align the service delivery team, prioritize workload, delegate work, and obtain agreement from stakeholders to meet the needs of assigned accounts and achieve total customer satisfaction. Resolution of issues will be made within the Yorktel guidelines of established policies and procedures.
We conform to all the laws, statutes, and regulations concerning equal employment opportunities and affirmative action. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, Genetic information and testing, family and medical leave, sexual orientation and gender identity or expression, protected veteran status, or any other characteristics protected by law. We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any complaint or otherwise oppose discrimination.
Yorktel is currently seeking a Customer Success Manager (CSM) who will play a pivotal role in ensuring the successful delivery of all managed and support services to Yorktel customers. Acting as the primary point of contact for Managed and Technical Services, they drive customer satisfaction, retention, and overall service success. The CSM serves as a trusted advisor and advocate for customers, providing strategic insights and operational recommendations to enhance service delivery. They collaborate with the operations team to forecast room, endpoint, and system implementations, develop preventive maintenance plans, and implement service improvements. Additionally, the CSM is responsible for proactively identifying service trends, resolving issues, and optimizing processes to maintain high customer-service standards. They own the communication and management of all service issues and escalations, ensuring timely and effective resolution both internally and externally. By fostering strong relationships and aligning services with customer needs, the CSM plays a key role in driving long-term customer success and business growth.
Duties/Responsibilities
Expert-level knowledge and experience in customer service, analytics, enterprise video hardware/software and networks, vendor management, service improvement, and general business acumen are required.
- Develop and nurture customers to become Brand Ambassadors for Yorktel.
- Hire, manage, and oversee onsite staff personnel for assigned customers.
- Engage with VP, Director, and Manager-level stakeholders to drive value realization from Yorktel’s products and services.
- Conduct regular customer touchpoints (daily, weekly, or as required by agreements).
- Provide reporting and analytics to support customer recommendations and service improvements.
- Plan, draft, implement, and communicate Continuous Service Improvement (CSI) plans.
- Convey customer requirements in the development of new policies, procedures, and Statements of Work (SOWs).
- Identify customer pain points and coordinate escalations across Customer Support, Product Management, and other support teams.
- Oversee Root Cause Analysis (RCA) delivery and Preventative Maintenance scheduling.\
- Maintain a deep understanding of Yorktel initiatives, sales, operations, and support for assigned customers.
- Serve as the internal Yorktel point of contact for all onsite Yorktel staff.
- Demonstrate strong product knowledge and clearly articulate the advantages of Yorktel solutions over competitors.
- Collaborate with Account Sales teams to identify and drive upsell and cross-sell opportunities.
- Lead or coordinate periodic customer meetings, including Quarterly Business Reviews (QBRs) to align Yorktel services with customer business initiatives and priorities.
- Present long-term analysis of call and incident data, utilization, trends, health, status, and risks, along with strategic recommendations.
- Ensure customer data integrity across all platforms and databases, including room profile accuracy.
- Facilitate Change Control processes internally and externally.
- Organize and manage customer compliance tasks as required.
- Solicit and analyze customer feedback using surveys, scorecards, and other tools.
- Proactively develop and maintain operational runbooks, user guides, and training materials for assigned accounts.
- Continuously improve Customer Service Management processes and methodologies to enhance efficiency and customer satisfaction.
- Ensure accurate invoicing for managed services, onsite staffing, and backfill support.
- Perform other duties as assigned.
The Customer Service Manager has the authority and decision-making ability to align the service delivery team, prioritize workload, delegate work, and obtain agreement from stakeholders to meet the needs of assigned accounts and achieve total customer satisfaction. Resolution of issues will be made within the Yorktel guidelines of established policies and procedures.
- Hire and manage onsite staff personnel for assigned customers
- Strong leadership and management skills, with a customer-centric approach.
- Proven ability to engage with and influence VP-level stakeholders in customer environments.
- Exceptional attention to detail and ability to multitask in a fast-paced setting.
- Basic understanding of financial and accounting principles.
- Hands-on experience and working knowledge in:
- Professional Services
- Managed Services
- Technical Support Services
- ServiceNow and ITSM platforms
- Cloud-based collaboration tools (Teams, Zoom, Webex, etc.)
- Unified Communication & Collaboration (UCC) solutions
- System Integration
- Video Conferencing Infrastructure and Networks
- Deep understanding of operational service delivery KPIs, with experience in SLA and SLO reporting and compliance.
- Experience managing third-party suppliers and service partnerships.
- Strong expertise in customer onboarding, adoption, expansion, and renewal strategies.
- Ability to collaborate effectively across all organizational levels, including executives, managers, frontline staff, technical SMEs, and IT teams.
- Excellent written and verbal communication skills.
- Proficiency in Microsoft Office Suite (Outlook, Excel, Word, PowerPoint).
- Willingness and ability to travel as needed for customer site visits.
- Microsoft 365 and/or other certifications a plus
- ITIL certifications a plus
- 5 Years Audiovisual, Managed Service, Technical Services or Program Management
- BA/BS in Management, Engineering, or equivalent experience
- Requires extensive sitting, standing, and walking
- Limited weekend and/or night work may be required
- Must be willing to complete background checks and drug tests as required by current or future contracts
We conform to all the laws, statutes, and regulations concerning equal employment opportunities and affirmative action. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, Genetic information and testing, family and medical leave, sexual orientation and gender identity or expression, protected veteran status, or any other characteristics protected by law. We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any complaint or otherwise oppose discrimination.
