Job Details
CUSTOMER SUCCESS MANAGER (CSM)
Overview:
We are seeking a Customer Success Manager to join a premium services delivery team focused on delivering best-in-class support to clients. In this role, you will manage small to mid-sized accounts and drive proactive solutions, ensuring customer satisfaction and success. This position allows for a flexible schedule with remote work opportunities.
Key Responsibilities:

• Customer Management: Build strong, positive relationships with customers and internal stakeholders, serving as the primary point of contact for all service-related matters.
• Service Advocacy: Act as an advocate for customers within the service delivery team, ensuring a seamless experience and successful resolutions to technical and service issues.
• Customer Success Plans: Develop and implement Customer Success Plans (CSP) based on customer needs and goals, monitoring progress and results.
• Problem Resolution: Lead and manage escalations, coordinating with engineering teams to resolve issues efficiently.
• Reporting and Reviews: Conduct Quarterly or Monthly Service Reviews, analyzing key metrics and identifying trends to proactively address potential challenges.

Must-Have Skills:

• 2-4 years of experience in a customer success role (CSM, SAM, HTOM, etc.)
• Basic understanding of wireless, networking, and IT environments
• Experience with ITIL/ITSM processes (certification not required; V3 is acceptable)
• Exceptional communication skills and a professional, personable demeanor

Nice-to-Have Skills:

• Proven ability to proactively manage customer expectations and drive successful outcomes
• Familiarity with working in collaborative environments, contributing to team success and knowledge sharing

Why Join Us:
This is an opportunity to be part of a dedicated and innovative team, working alongside a renowned industry leader in networking and IT solutions. As a Customer Success Manager, you will be integral to helping clients achieve their IT objectives and enhancing overall satisfaction. If you are passionate about customer success and thrive in a dynamic environment, we encourage you to apply.
Note: This role supports a leading provider in the IT and networking solutions space, with a strong emphasis on customer satisfaction and proactive support.
TSG is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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