Sr. Customer Success Manager

Job Description:

As a Senior CSM youll be the key relationship manager for a book of business holding new and existing complex hosting and colocation customers. Ultimately responsible for customer satisfaction and retention youll achieve this through a variety of touchpoints and activities. From onboarding to building success plans proactive outreaches to running Executive Business Reviews owning risk mitigation and everything in between. In order to build deep relationships and understanding of our customers desired outcomes CSMs are engaged in all phases of the customer lifecycle.
Youll work closely with day-to-day personnel up through decision makers and executive level contacts. Internally youll work cross departmentally with sales support marketing engineering implementation and more to ensure our customers achieve success.
Your success in the role will come from building relationships internally and externally strong time management skills technical acumen (colo cloud and networking solutions) curiosity to uncover desired outcomes educating customers on the Flexential portfolio and execution against committed success plans.
At Flexential were passionate about our customers success and constantly elevating the way we help them achieve that. Were looking for CSMs that are just as passionate about the CX as well as our industry. In return youll find a work environment that is challenging but fun goal oriented but agile and most importantly focused on helping YOU be successful.

• Provide oversight and accountability for success during the onboarding phase of new customers as well as existing customers leveraging new services.
• Manage a book of business containing advanced customer environments and marquee relationships.
• Uncover and document desired customer outcomes for success plan creation.
• Train customer on Flexential support tools.
• Overall responsibility for customer retention
• Understand and advise customers on all relevant Flexential solutions relevant to their needs; including facilitating additional conversations with internal SMEs.
• Keep relevant Flexential departments & leaders informed of all customer health/risk concerns including updating customer health scores as well as documenting churn forecasts.
• Facilitating problem resolution as first level of escalation for unresolved issues which include billing and technical support
• Maintain regular and proactive contact with customers through value added email outreaches calls and/or face to face meetings.
• Effectively leverage internal technology to manage touchpoints view of customer health and overall management of your book of business.
• Regular executive business reviews with customers; including preparing and presenting content appropriate for c-level contacts.
• Uncover additional customer needs and work with sales and solution engineers to appropriately solution sell
• Assist direct and maintain open communication with key individuals with the company including sales marketing engineering accounting and operations.
• Act as a liaison for your customers on all questions technical billing sales or other.
• Ability to guide and advise the customer through the process rather than the customer managing Flexential
• Perform other duties as required and assigned.

• 2-3 years of experience in Cloud Managed Services or Colocation
• Experience with interacting with customers at all levels including C Suite
• Demonstrated ability to build and develop relationships
• Strong written oral and presentation skills
• Demonstrated technical aptitude and attention to detail
• Ability to effectively communicate technical concepts and issues to all levels
• Experience with CRM systems
• Demonstrated time management ability
• Self-directed and self-motivated to problem solve
• A willingness to go the extra mile for our customers and develop strong relationships
• Ability to adapt and be part of our rapidly growing business
• Proficiency with MS Office tools
• General statistical analysis and ability to communicate metrics to the business

• 2-3 years of experience directly managing Fortune 1000 customers strongly preferred
• Experience working in Gainsight
• Understanding of VMware applications
• Understanding of DRaaS and BaaS solutions

• Ability to sit for extended periods of time
• Moderate or advanced keyboard usage

Not meeting every single requirement No problem! We are looking for candidates who possess unique skills that set them apart from the rest. If youre enthusiastic about this role and believe you have the skills and abilities that would make you successful dont hesitate to apply today!

Benefits of working at Flexential:
Medical Telehealth Dental and Vision
401(k)
Health Savings Accounts (HAS) and Flexible Spending Accounts (FSA)
Life and AD&D
Short Term and Long-Term disability
Flex Paid Time Off (PTO)
Leave of Absence
Employee Assistance Program
Wellness Program
Rewards and Recognition Program

Benefits are subject to change at the Companys discretion.

EEO Statement: Flexential is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity or expression pregnancy age national origin disability status genetic information protected veteran status or any other characteristic protected by law.