Customer Success Engagement Manager
- Job Title
- Customer Success Engagement Manager
- Job ID
- 27561195
- Location
- Remote or Melbourne, FL, 32934
- Other Location
- Description
-
Summary: By bringing your strategic vision and innovative approach to lead critical customer-facing teams, our Customer Success Engagement Manager plays a key role in driving customer goals, product utilization, business transformation, and revenue expansion by ensuring the engagement, success, retention, and growth of Liberty IT Solutions customers.
Required Education: Bachelor’s degree in business or technical discipline.
Required Years of Experience: Minimum 10 years’ previous experience in a Customer Success and/or Professional Services leadership role. 8 years of additional relevant experience may be substituted for education.
Responsibilities:
- Generate new product and services demand within our client base by matching client business needs with the ecosystem of available solutions and capabilities.
- Drive customer lifetime value by:
- Understanding requirements, defining the customer journey and collaborating to support solution implementations
- Developing and deploying initiatives to help drive customer business value and goal achievement
- Enabling customer adoption of new products, features and use cases
- Represent the voice of the customer and influence internal stakeholders by promoting a customer-centric mindset across the organization
- Develop and scale the customer success team to build solutions in support of Liberty strategy and revenue goals
- Partner with 3rd party systems integrators to scale project delivery for SaaS implementations, cloud-migration and other digital transformation projects
- Cultivate relationships with vendors and Cloud Service Providers (CSPs), including SaaS providers, as well as implementation teams to ensure Liberty meets the articulated needs and contractual obligations of our clients
- Collaborate across teams to identify and pursue customer growth opportunities
- Partner closely with our teams to engage with leaders at prospective customers and existing customers to define goals and leverage our products and services to achieve them
Minimum Qualifications:
- Experience building and managing large Customer Success and/or Professional Services teams in a fast-paced, dynamic environment
- Technical experience, including working with SaaS platforms and speaking to technical customers
- Healthcare industry experience
Preferred Qualifications:
- VA or other Federal government experience.
- Strong strategic vision for the customer experience, professional services, and customer support
- The ability to support delivery models that align with current customer segments, deliver customer value and scale with customer needs.
- A track record of developing and mentoring great talent, and building and motivating high achieving teams
- Ability to manage and balance resourcing requirements between internal staffing and external partners in order to support customers and projected growth
- Required Skills
-
Customer Success