Customer Success Manager

Insight Global; Alpharetta (GA); On-site; USD 50,000 - 90,000; Full time

Job summary

An established industry player is seeking a dedicated Consultant to enhance customer experiences and maintain strong client relationships. This role involves proactive issue resolution, effective communication, and collaboration with various teams to ensure customer needs are met. The ideal candidate will possess excellent organizational skills, thrive in a dynamic environment, and be committed to delivering exceptional service. If you're passionate about customer success and eager to contribute to program improvements, this opportunity offers a pathway to grow within a supportive and fast-paced atmosphere.

Benefits

Medical insurance

Vision insurance

401(k)

Qualifications

• Experience as a Technical Account Manager or Customer Success Manager is essential.
• Strong communication and interpersonal skills are required.

Responsibilities

• Maintain and enhance customer experience by calculating service levels.
• Provide relationship manager support for top clients and communicate updates.

Skills

Technical Account Management

Customer Success Management

Communication Skills

Multi-tasking

Presentation Skills

Client Focus

Problem Solving

Tools

SharePoint

Splunk

Salesforce

CRM Reporting Tools

Job description

1 Year Contract to Hire (ONLY looking for individuals looking for committed to multiple years/career)

Business Hours: 8am to 5pm (some rotational after hours and remote weekend work)

Required Skills & Experience:

• Experience as a Technical Account Manager or Customer Success Manager/specialist
• Experience making sure the customer's voice is heard and communicating updates on escalations and incidents
• Experience in using one of the following tools is strongly preferred (SharePoint, Splunk, Salesforce, CRM reporting tools)
• Excellent communication and interpersonal skills with a focus on written and verbal communication skills with internal and external stakeholders.
• Available for afterhours / on-call support and occasional overnight travel (3-5 times per year)
• Ability to multi-task in a priority changing environment
• Experienced in developing presentations and presenting to medium sized audiences.
• Must be client focused, proactive and thorough in resolving issues
• Must have experience in multi-tasking and prioritizing job responsibilities
• Ability to thrive and stay organized in a growing, high-energy, and fast-paced environment.
• Must be reliable, self-motivated and able to work independently

Contributes to team initiatives ensuring the new solution is designed with the customers’ needs in mind.

Anticipates customer issues and questions.

Takes action to prevent customer-impacting occurrences.

Job Description:

The Consultant helps to maintain and enhance the customer experience by:

• Calculating service levels and creating monthly customer metric summaries
• Providing relationship manager support for top clients
• Meeting with clients (as needed) to support any of the above.

In addition, we are looking for team members to contribute to program improvements and form strong collaborative relationships with Sales, Product, Legal, Compliance, and other key teams.

Basic Accountability Statement

The Consultant role is an advanced position which has the following behaviors and responsibilities:

• Accountable for own responsibilities and workload
• Strong organization and prioritization capabilities
• Creates formal customer facing communications summarizing technical events
• Works with Legal and TransUnion technical teams to finalize formal communications
• Distributes communications to Transunion sales and customer contacts
• Provides intra-incident communications to TransUnion customer base providing status of an on-going event
• Communicates complex technical events in a high level customer appropriate manner
• Joins and gathers pertinent details from technical bridge calls / problem review meetings
• Responds in timely manner to support related inquiries
• Provides 24x7 on-call support (as part of a larger on-call rotation)
• Creates customer facing reports summarizing customer processing statistics, system availability, and listing recent events that impacted availability
• Informs customers of impactful IT events and maintains updates through resolution
• Attends customer facing touchpoint meetings to review recent support incidents (including root cause), service level / metric reports, and other items supported by this team

Seniority level

Associate

Employment type

Contract

Job function

Customer Service

Industries

Staffing and Recruiting

Medical insurance

Vision insurance

401(k)