Customer Success Manager

Apt; Jackson (MS); Vor Ort; USD 60.000 - 80.000; Vollzeit

Zusammenfassung

Apt is seeking a Customer Success Manager to proactively own the technical relationship with post-implementation customer accounts. The role spans Level I–III, with growth opportunities across the organization, emphasizing strategic customer management and IT alignment.

You will manage high-visibility accounts, resolve issues, and champion customer goals while collaborating across internal teams to drive revenue and improvements.

Qualifikationen

• Progressively responsible roles in technical account management.
• Strong leadership, communication, and customer service skills.
• Proven success delivering high-level service to customers.
• Experience with Salesforce or a similar CRM system.

Aufgaben

• Proactively own and manage multiple high-visibility customer relationships.
• Align IT and business goals with customer objectives.
• Drive issue resolution; coordinate with internal support.
• Serve as single point of contact for customer concerns.
• Communicate regularly with accounts and set priorities.
• Build relationships across internal departments.
• Document and maintain customer processes and configurations.
• Mentor fellow team members.
• Track and escalate tickets to ensure timely resolution.
• Provide status updates and root-cause analysis.
• Identify and prevent systemic issues.
• Recommend product improvements and new technologies.
• Identify revenue opportunities within accounts.
• Ensure SLA compliance.
• Keep ticket data accurate (statuses, owners, billing).
• Meet with Service Owners and admins to align on needs.
• Perform additional duties as assigned.

Kenntnisse

Leadership

Communication

Customer service

Technical account management

Ausbildung

Bachelor’s Degree in Computer Science

Bachelor’s Degree in Business Administration

MIS or related field

Tools

Salesforce

Jobbeschreibung

As a Customer Success Manager, you will proactively own the technical relationship between the organization and post-implementation customer accounts. You will serve as a trusted advisor, championing the customer’s goals, resolving issues, and strengthening partnerships. This position may be filled at the Level I, II, or III based on experience and capabilities.

What You Will Do

In all of your duties, you will have a relentless, detail-oriented approach to manage all responsibilities effectively and deliver desired results.

• Proactively own and manage multiple high-visibility and high-touch customer relationships.
• Understand customer goals and objectives as they relate to IT and business alignment.
• Drive issue resolution using standard processes and coordinate with internal support resources.
• Serve as the single point of contact for customer concerns.
• Communicate regularly with assigned accounts and negotiate priorities appropriately.
• Develop strong relationships across internal departments.
• Document and maintain each customer’s processes, procedures, and configurations.
• Mentor and assist fellow team members.
• Track, manage, and elevate customer tickets to ensure timely resolution.
• Provide timely status updates, root-cause analysis, and resolution strategies.
• Recognize and resolve systemic issues to prevent recurrence.
• Provide recommendations for product improvements and new technologies.
• Facilitate revenue opportunities within existing accounts.
• Track compliance with Service Level Agreements (SLAs).
• Ensure ticket data is accurate and current, including statuses, owners, and billing.
• Meet regularly with Service Owners, Systems Administrators, and other internal stakeholders to align on customer needs.
• Perform additional duties as assigned.

This position is an exceptional introduction to strategic customer management and technical relationship development, offering significant opportunities for growth and learning from experienced professionals. From the Customer Success Manager role, you will have a strong foundation to expand into various areas of the organization and develop robust career skills.

What You Will Bring

You will bring a strong drive to excel in the industry, along with a competitive and solutions-oriented mindset. You will be committed to delivering an exceptional internal and external customer experience, with a passion for innovation, technology, and continuous improvement.

For positions at Level I, we require:

• At least one year of experience in progressively responsible roles related to technical account management.
• Strong leadership, communication, and customer service skills.
• Proven success working with customers and providing a high level of service.

For positions at Level II, we require:

• At least two years of experience in progressively responsible roles related to technical account management.
• Proven experience supporting business customers and partnering with internal technical and sales teams.
• Proven success working with customers and providing a high level of service.
• Experience with Salesforce or a similar CRM system.
• Strong leadership, communication, and customer service skills.

Preferred Qualifications:

• Bachelor’s Degree in Computer Science, Business Administration, MIS, or a related field.
• Knowledge of enterprise support tools and ticketing/documentation systems.
• Technical expertise in virtualization, networking, and IT service management.