Hybrid Customer Success Program Manager

at Heartland Business Systems

• Job title: Customer Success Program Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Springfield, United States

About the role

• Customer Success Program Manager facilitating customer achievements through Cisco offerings at Heartland Business Systems. Driving product adoption, retention, and business expansion.

Responsibilities

• The Customer Success Program Manager will work with the internal team to assist customers in articulating desired business outcomes.
• Drive effective achievement of targeted outcomes through adoption, expansion, and retention of HBS CISCO offerings.
• Develop and document successful customer outcomes, turning customers into advocates for the company.
• Clearly articulate success, milestones, and value across products and map these to customer’s business/technology objectives.
• Coordinate efforts across internal teams to support customer outcomes (Engineering, Project Management, Customer Success and Managed Services).
• Ensure that products are delivering promised value to customers.
• Establish a baseline for the Customer, including current state (products, usage, health scores).
• Establish Business alignment by understanding customer business goals, environment, pain points and operational maturity.
• Execute on Adoption Strategy Project Plan to drive adoption and utilization of services and solutions.

Requirements

• 6+ years of technical, business and/or sales experience
• Previous experience with Cisco software and agreements
• Bachelor’s degree or equivalent certification
• 3+ years customer facing experience in technology, business acumen, business consulting, Service Management, and customer support, professional services, sales, and marketing.
• Proficiency using a computer and working with Microsoft office suite; Outlook, Word, excel
• Exposure to Standard Operating Procedures (SOPs), Service Level Agreements (SLAs), analytics, and metric-based reporting.
• Solid comprehension and experience with business processes, metrics, cross-functional and line of business operations, financial acumen and social collaboration methodologies and technologies
• Cisco Customer success program manager Certification

Benefits

• WFH Flexible