Customer Success Manager Varolii Corporation

Description

This Customer Success Manager (CSM) role is designed to provide tactical ongoing operational management for Varolii?s largest strategic accounts. The intent of the position is to ensure the ongoing success of both the customer?s implemented solution and their tactical relationship with Varolii. Additionally, the candidate will partner with the company?s Account Executives and Technical Account Managers to secure renewals and drive additional revenue growth by providing excellence in customer service to assigned Accounts. The Varolii Customer Success Manager represents the company to the customer and the customer to the company by partnering closely with the Customer, the Varolii Sales Team and other Varolii departments. This position will be located in a Varolii corporate office (Seattle, WA or Burlington, MA).

Primary Responsibilities:

As appropriate, monitors customer solution performance to ensure service level agreement (SLA) compliance and that Varolii Solutions and Varolii departments are meeting the customer's business objectives.
Monitors problem resolution with assigned Strategic Accounts. May coordinate interaction between Sales Account Executives, Technical Account Managers, and Varolii Support and Services on behalf of the customer.
Responsible for timely escalation of service or product issues to the appropriate organization within Varolii. May triage service or product issues to determine level of priority for effective escalation.
Keeps Sales Team informed of issues, resolutions, impact, and customer operational issues.
Maintains ongoing communications with internal business partners to ensure delivery of service to the customer is handled timely and meets service level agreements.
Monitors internal processes and service levels, and may recommend Varolii process enhancements improve overall efficiency and client satisfaction.
Participates in process improvement analysis and monitors the successful testing and implementation of new solutions, solution changes and updates by Varolii Services.
Provide in-depth customer-specific solution expertise for specific Major Strategic Accounts to Varolii-internal and customer teams
Must have thorough knowledge of Varolii products and services, all operational and procedural issues related to those products and services and a thorough knowledge of Varolii and client operations.

Other Responsibilities:

Where needed, help on-board new Customer Success Managers by delivering new-hire training, mentoring and ongoing support as needed.
Act as Customer Subject Matter Expert for Varolii solutions currently in place for one or more Major Strategic Accounts.
Deliver ?Get to Know our Customers? presentations to internal cross-functional teams to educate them on how our customers are applying our technology to solve their business issues
Provide feedback to and Product Management about product reception and desired features.


Requirements (Knowledge, Skills and Abilities):

Demonstrated ability to build and maintain relationships with major strategic accounts and serve as ongoing owner for the success of the customer assigned.
General understanding of inbound & outbound call center operations and associated call center technology.
Ability to make wise decisions quickly and efficiently in a deadline-oriented environment.
Ability to understand standard contract terms.
Demonstrated ability to explain and document solution change requirements.
Attention to detail; excellent organizational skills; superior time management skills; and ability to work with minimal supervision are essential
Superior verbal and written communication skills required; must work well with cross-functional teams; comfortable as team lead or member.
Administrative: experience generating customer documentation; data collection and analysis; presentation of results.
Independent, self-motivated, and driven toward success.
Work comfortably in a demanding, fast-paced entrepreneurial environment.
Professional customer demeanor.
Must deliver The Varolii Experience to internal and external customers.


Education / Experience:

4-7 years of related experience
Bachelor's degree from a four year college or university or equivalent combination of education and work related experience preferably in service management related to major account support (e.g., Fortune 500 corporations).
A history of superior performance and tangible results are essential.
Excellent written and verbal communication skills.
Proven ability to work independently with minimal supervision or direction.

Location:	Seattle, WA 98104 United States