Role Summary:
The Sr. Customer Success Manager is responsible for establishing and building customer relationships and promoting customer adoption of our products & solutions. The Customer Success Manager ensures customers are satisfied with services and are realizing the value of their investment in GTT. The role proactively engages customers to provide product and feature updates, helps customers increase usage of product features, facilitates product training, and identifies opportunities to deepen and expand customer relationships based on real-time insights into customer needs. The Customer Success Manager also orchestrates issue resolution on behalf of the customer and is often the primary point of contact working with other teams behind the scenes to deliver on the customer promise. The Customer Success Manager will play a key role in migrating customers to advanced access methods and driving increased uptake of SDWan and UCaaS through a solution focused mindset based on a deep understanding of a customer’s unique technical requirements and needs. The Customer Success Manager will partner closely with Enterprise Sales Executives within their shared geographic region. The joint Sales and Customer Success team will co-develop customer plans and prioritize opportunities.
Job Scope:
Receives predetermined work assignment that are subject to a moderate level of control and review. Completes assignments using established guidelines, procedures and policies. Assist with onboarding of new Customer Success Managers. Takes on training and process improvement projects. Possesses knowledge to perform job functions with little to no assistance from others.
Duties and Responsibilities:
- Proactively engage Enterprise accounts and develop compelling solution use-cases
- Execute customer check-in schedules to ensure the right solutions are top of mind
- Collaborate with Sales Executives on defining the strategy and vision for key customers
- Build a deep understanding of customer needs and challenges and how GTT's products can add value to the customer
- Nurture and support customers through regular proactive engagement
- Conduct regular customer check-ins to build trust, introduce products and features, intervene where there are issues, and consistently achieve high customer satisfaction
- Articulate compelling product opportunities based on a deep real-time knowledge of the customer technical environment and unique issues
- Initiate opportunities and partner closely with Sales to ensure the Sales Executive is appropriately positioning such opportunities to drive tangible business value for the customer
- Partner with Care and Service Delivery to prioritize issues
- Address the root cause of problems to improve the customer experience
- Monitor customer health indicators and build personal relationships with customer stakeholders to flag and preempt issues before they put the customer relationship at-risk
- Partner with Ops teams to prioritize advanced access conversions
- Build logical product progression perspectives to ensure high rates of migration to advanced access and uptake of strategic products
- Increase customer awareness of the benefits of conversions, and facilitate the customer journey through the migration process
- Provide product training to customer users and address issues that limit the number of users while monitoring customer satisfaction
- Deliver on core Customer Success business KPIs
- Drive high feature adoption and product usage
- Deliver against time-to-first-value targets
- Drive high customer health scores
- Maximize customer lifetime value and consistently translate customer knowledge into opportunities to deepen and expand the customer relationship
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What We Do
GTT is a managed network and security services provider to global organizations. We design and deliver solutions that leverage advanced cloud, networking and security technologies. We complement our solutions with a suite of professional services and exceptional support teams in local markets around the world. We serve thousands of national and multinational companies with a portfolio that includes SD-WAN, security, Internet, voice and other connectivity options. Our services are uniquely enabled by our top-ranked, global, Tier 1 IP backbone, which spans more than 260 cities on six continents. The company culture is built on a customer-first service experience reinforced by our commitment to operational excellence and continuous improvement in our business, environmental, social and governance practices. For more information, visit www.gtt.net.
