Customer Success Manager

Position Title: Customer Success Manager

Language Skills (Essential): French and English

About GTT:

GTT provides secure global connectivity, improving network performance and agility for your people, places, applications, and clouds. We operate a global Tier 1 internet network and provide a comprehensive suite of cloud networking and managed solutions that utilize advanced software-defined networking and security technologies.

We serve thousands of businesses with a portfolio that includes SD-WAN and other WAN services, internet, security, and voice services. Our customers benefit from a customer-first service experience underpinned by our commitment to operational excellence. For more information on GTT, please visit www.gtt.net.

Role Summary:

The Senior Customer Success role is a key component of GTT’s effort to ensure that everything we do is focused on our customers. This role builds a deep understanding of the customer’s priorities and assures that they are receiving the value they expect. You will build lasting relationships with our most important clients from successful launches to identification of new use cases, and ongoing strategic support that increases satisfaction, maximizes the GTT experience and ultimately drives revenue retention and growth.

Duties and Responsibilities:

• This is a strategic and proactive role, our expectation is that this person will take full ownership of their customer portfolio and act with a high level of autonomy. This includes making key decisions to drive effective customer outcomes; deciding when to include our executive team or c-suite in customer escalations, how to de-risk or de-escalate customer issues and conflict, and advocating to internal teams including sales, product, engineering, etc.
• Customer Onboarding: Lead the technical onboarding process for new customers. Partner with customers, pre-sales, and post-sales teams to understand requirements, goals, and challenges to formulate an onboarding plan.
• Customer Advocacy: Act as the voice of the customer within the organization, advocating for customer needs and requirements to internal teams. This means being a team player and having strong collaboration skills - this role must align with many different internal teams, influence them to act toward customer needs.
• Renewals & Retention: Drive high customer retention and renewal rates by ensuring clients see ongoing value. Work closely with account teams to identify upsell and cross-sell opportunities. Lead efforts in contract renewals and negotiations
• Account Management: Develop relationships with multiple levels of customer stakeholders from technicians to C level. Work closely with sales teams to identify the best path to renew and expand customers while minimizing churn risks.
• An entrepreneurial and commercial mindset - where you will be required to both deviate from established procedure and often build entirely new process or practices to ensure we best serve customers.
• Serve as the customer's advisor throughout customer life cycle (product kick-off, adoption, proficiency, expansion, and renewal negotiations/close)
• Orchestrate milestones along the customer journey and conduct Quarterly Business Reviews (QBRs) with Senior client executives
• Consistently monitor & identify/anticipate revenue churn risk to successfully resolve at-risk clients
• Quoting, renewal&upgrade, tech refresh proposal preparation, billing related issues and other operational tasks management via company CRM portal

What We're Looking For:

• 5+ years experience in enterprise, customer facing roles collaborating with both technical and business teams - Customer Success, Professional Services, Technical Account Management or a combination of those plus Sales, Solutions Engineering, or Technical Support. Previous experience in Telco sector is preferred.
• Experience leading monthly and quarterly business reviews with client executives where you described the value and ROI of your company’s solution
• Experience communicating client business objectives or issues to your internal leadership in order to form a strategic account plan
• Experience collaborating with internal Product, technology, and/or operations team to understand client needs and communicate product feedback
• Ability to work in fast paced environment, be trusted to drive initiatives autonomously and gain buy in from a wide collection of stakeholders
• Relevant domain knowledge of one or more of the following; Professional services like DDOS, SDWAN etc.
• Demonstrates a strong commitment to continuous personal and professional development, actively seeking opportunities to enhance skills, expand knowledge, and advance within their career and field.
• Excellent communication skills and the ability to build relationships at all levels
• Proficient with CRM tools
• Driven, high emotional intelligence, and strong priority management skills