Customer Success Manager

Position Summary

The Customer Success Manager role is a national role responsible for the growth and development of all day two support offerings consisting of manufacturer support and content consisting of maintenance, managed services and staff augmentation. This role will focus on three key areas: revenue protection, recurring revenue acceleration as well as being a trusted advisor to deliver increasing value to customers. The Customer Success Manager will play a crucial role in ensuring our clients’ success by building strong relationships, understanding their needs, and guiding them through the journey of maximizing the value of our products or services. As a pivotal link between our company and our clients, you will be responsible for driving customer satisfaction, retention, and growth. 

Key Responsibilities:

  • Own, drive, and lead the renewals process in collaboration with the internal team to preserve and improve customer contracts and relationships.
  • Actively engage with key decision makers to identify customer requirements and uncover roadblocks to ensure on-time commitments. 
  • Maintain and report an accurate rolling 90-day forecast of renewals. 
  • Negotiate and execute renewal contracts (in partnership with accounting) that align to customer goals. 
  • Avaya System (GRT) record corrections. 
  • Cisco system record corrections. 
  • Refresh vendor quotes and have fees removed on late renewals. 
  • Request support quotes from 3rd party vendors and add to SP folder. 
  • Request Nortel port count update prior renewal quotes. 
  • Avaya support validation prior to annual true ups. 
  • Load support agreements and customer equipment in Lifesign tool. 
  • Approve 3rd party vendor invoices. 
  • Request vendor LOA’s when Sales Support is not available. 
  • Pull Avaya and Cisco reports 90 days prior renewal date. 
  • Pull copy of previous renewal quote 90 days prior renewal date Follow-up with AE 30 days prior to expiration date for signature. 
  • Work with Sales Support to ensure booking package is complete prior booking. 
  • Set initial strategy for support offer net new and renewal – uplift support focus prior customer meeting.
  • Meetings with sales and customer to discuss what is working for the customer, pain points, future needs. 
  • Create initial proposal for customer discussion. 
  • Meetings with customer and sales to present support proposal and discuss the value points – adjust as required. 
  • Create final proposal and contract – adjust as required until we receive signature. 
  • Work with Sales Support and Contracts team to get deal booked 
  • Work with the Onboarding Team to ensure all understand the support we are providing the customer and begin bringing the customer onboard. 
  • Attend internal Onboarding meetings 
  • Attend initial Customer Onboarding meetings 
  • Attend weekly staff meetings with Sales Organization 
  • Attend monthly Services call with Avaya and Cisco 
  • Go over all renewals coming up in the next 90 days and define any help we need with renewal specialist. 
  • Correct customer records with vendor/manufacturer. 
  • Customer proposals and contracts for renewal. 
  • Attend weekly internal Services meeting with Contracts team. 
  • Newly closed contracts. 
  • Go over renewals coming up within the next 60-90 days. 
  • Discuss process improvements and any potential issues. 

Qualifications:

  • Experience with the following Cisco Tools: 
    • Auto Quote 
    • CCW-R 
    • CCW 
    • QPT 
    • TPV 
    • Warranty Finder 
  • Experience with the following Avaya Tools: 
    • Customer Authorization Tool (CAT)
    • Avaya Quick Pricing Tool 
    • PLDS 
    • ACS, BI, and MSQ 
    • Als 
  • Cisco Customer Success Certification or Equivalent. 
  • ITIL V4 Foundation Certification. 

Additional Requirements:

Physical Requirements:

 

If you’re ready to grow your career in an energetic, customer-focused environment. Waterfield may be looking for you!

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Waterfield Tech is proud to be an equal opportunity employer

Waterfield Tech believes that all persons are entitled to equal employment opportunity and does not discriminate against its Employees or applicants because of race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, citizenship status, disability, protected medical condition, military status, genetic information, or any other basis prohibited by applicable federal, state or local law. This policy extends to all aspects of our employment practices including, but not limited to, recruiting, hiring, training, discipline, promotion, transfers, compensation, benefits, leaves of absence, termination, and all other terms and conditions of employment.

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