Supports eCRM team with various channel optimization and newsletter management. Manages community growth on Facebook and develops customer club strategies.
About the role
- Customer Success Manager ensuring exceptional customer experiences for Blue Mantis services. Engaging with clients and collaborating across teams to drive operational maturity and customer advocacy.
Responsibilities
- The CSM plays a pivotal role in delivering exceptional Customer Experience for Blue Mantis customers
- Ensures a smooth end-to-end journey of Blue Mantis services
- Champions outcome-focused relationships, promotes operational maturity across Blue Mantis and its service partners
- Leverages the full breadth of the company’s capabilities to meet evolving customer needs
- Engages operationally with clients and drives creative problem-solving
- Responsible for high levels of Net Promoter Score (NPS) and maximizing Net Retention among customers
- Handles prioritization, escalation management, and resolution of contract and operational issues for their assigned customers
Requirements
- Minimum three years of prior experience with Managed Service Providers
- Minimum three years of prior experience with Customer Success Management or Service Delivery Management roles, or equivalent.
- Experience with Business Intelligence reports (preferably Microsoft Power BI and ServiceNow)
- Experience working with Clients on business solutions during steady state and during escalated issues.
- Previous experience optimizing workflows and implementing process improvement.
- Superior business problem-solving skills and judgment
- Demonstrated interpersonal skills including mentoring, coaching, presentation skills and the ability to interact with colleagues and customers.
- Ability to prioritize and manage competing demands.
- BS Degree in Business or a Technology related field preferred.
- Occasional travel (approximately 25%)
- Remote position; some office visits required.
Benefits
- Reasonable accommodations for employees with disabilities
- Consideration for all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status
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