Delivery Success Manager Jobs in Indiana (NOW HIRING)

Our Purpose & Values:

To Glorify God and Share His Blessings

• Integrity
• Extraordinary Customer Experience
• Teamwork
• Driven to Excellence

Job Summary:

The Customer Success Manager is responsible for:

• Leading presales customer success planning by facilitating business outcome discovery, defining measurable KPIs, and developing Customer Success Plans (CSPs) aligned to the customer’s strategic objectives.
• Maintaining accurate and actionable Customer Success Plans within the NSI Customer Success Management platform, documenting business objectives, KPIs, adoption roadmaps, risks, and progress.
• Facilitating quarterly Success Reviews with business and technical stakeholders to measure progress toward business outcomes, assess adoption, identify obstacles, and coordinate internal resources to remove barriers to success.
• Identifying lifecycle optimization and expansion opportunities – including licensing optimization, feature adoption, and complementary solutions – and collaborate with the Account Management team to support customer growth initiatives.
• Leading annual strategic planning sessions to review business outcomes achieved, assess evolving customer priorities, and develop a technology roadmap for the next phase of customer success.
• Monitoring customer health indicators, proactively identify renewal risks, and develop mitigation plans that improve retention, adoption, and long-term customer success.
• Coordinate cross-functional teams, including sales, engineering, and sales support, to deliver a seamless customer experience and accelerate customer value realization.

Key Measurables (KPIs):

This role is accountable for achieving and maintaining the following measurable results:

• Pre-Sales Customer Success Plan Completion Rate
• Customer Business Outcomes Achievement rate
• Cisco Solution Adoption Score
• Customer Health Score
• Quarterly Success Review Completion Rate

Essential Job Functions & Expected Outcomes:

Customer Success, Retention, & Lifecycle Management: 100% of the Job

• Lead customer success planning during the presales engagement by facilitating business outcome discovery, defining measurable success criteria and KPIs, and developing Customer Success Plans (CSPs) aligned to each customer’s strategic objectives.
• Serve as the primary Customer Success advisor for an assigned portfolio of strategic customers, building trusted relationships with business decision makers, technical stakeholders, and executive sponsors.
• Maintain and continuously update Customer Success Plans, documenting business objectives, adoption roadmaps, KPIs, customer health, risks, and progress within the NSI Customer Success Management platform.
• Facilitate Quarterly Success Reviews (QSRs) to measure progress toward business outcomes, assess customer health, review solution adoption, identify barriers to success, and establish action plans with customer stakeholders.
• Lead annual strategic planning sessions to review customer achievements, align future business objectives, and develop technology roadmaps supporting the customer’s next phase of growth.
• Monitor customer health using established health metrics and proactively coordinate internal resources to mitigate risks, remove adoption barriers, and improve customer outcomes.
• Partner with Solution Architects, Delivery Engineers, Sales Support, and Account Managers to coordinate resources required to achieve customer business objectives while ensuring a seamless customer experience.
• Promote adoption of Cisco technologies and lifecycle capabilities by guiding customers toward best practices that improve business value, increase solution utilization, and advance Cisco lifecycle maturity.
• Identify opportunities to optimize licensing, expand feature utilization, introduce complementary technologies, and advance customer success objectives, collaborating with Account Managers on lifecycle growth opportunities.
• Escalate customer risks, adoption challenges, and operational issues as appropriate to ensure timely resolution and continued progress toward customer success objectives.
• Maintain an understanding of NSI service offerings, Cisco technologies, OEM partner solutions, and customer success best practices to effectively advise customers throughout the technology lifecycle.
• Document customer interactions, success metrics, risks, opportunities, and strategic recommendations in accordance with NSI processes and governance standards.
• Provide customer insights, adoption trends, and market feedback to Sales, Marketing, Engineering, and leadership teams to support continuous improvement of NSI’s Customer Success practice.
• Deliver an exceptional customer experience by serving as a trusted advisor focused on measurable business outcomes, customer value realization, and long-term customer success.

Education: Bachelor’s degree in Business, Information Technology, Communications, or related field preferred; will consider an equivalent combination of education and relevant experience.

Experience: 3-5 years of experience in Customer Success, Account Management, Customer Experience, Technology Services, Managed Services, or related customer-facing roles. Experience within a technology reseller, systems integrator, managed services provider, OEM, or technology services environment preferred.

Certification(s):

• Cisco Customer Success Manager Certification preferred; required within six (6) months of employment
• Additional Cisco or OEM certifications may be required based on business needs and evolving technology partnerships

Functional Skills:

• Strong relationship building and customer engagement skills
• Ability to establish credibility with executive, operational, and technical stakeholders
• Strong business acumen and ability to connect technology solutions to business outcomes
• Excellent planning, prioritization, and organizational skills
• Ability to manage multiple customer relationships and competing priorities simultaneously
• Strong analytical and problem-solving capabilities
• Ability to identify customer risks and develop mitigation strategies
• Skilled in conducting business reviews and customer success planning sessions
• Demonstrated ability to collaborate across sales, engineering, support, and operations teams
• Strong documentation and process management skills
• Ability to leverage customer data and metrics to drive decision-making and customer outcomes

Technology Aptitude/Skills:

• Excellent Office 365 skills
• Experience using CRM platforms such as ConnectWise, Salesforce, or similar
• Experience using Customer Success platforms; Planhat preferred
• Ability to analyze customer health metrics, adoption trends, and lifecycle data
• Familiarity with Cisco architectures, networking, security, collaboration, data center, cloud, and managed services solutions preferred
• Ability to quickly learn emerging technologies benefits and OEM solution portfolios

Language Skills:

• Ability to read, analyze, and interpret work-related documents, policies, and reports.
• Excellent verbal and written communication skills.
• Ability to communicate effectively with executive, business, and technical audiences.
• Ability to actively listen, ask thoughtful questions, and uncover customer needs.
• Ability to prepare and deliver business reviews, customer presentations, and strategic recommendations.
• Ability to simplify technical concepts into business-focused discussions.
• Strong interpersonal skills to build trusted customer relationships.
• Ability to maintain professionalism and composure during challenging customer situations.

Leadership/Behaviors:

• Demonstrates ownership and accountability for customer outcomes
• Collaborates effectively across departments to achieve customer success
• Exercises sound judgment and proactive problem-solving
• Maintains strong customer focus while balancing business objectives
• Leads with integrity, transparency, and alignment to company values
• Adapts quickly to changing technologies, customer needs, and business priorities
• Builds trust through consistency, responsiveness, and follow-through

Physical Requirements:

The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform these functions.

• Ability to remain in a stationary position for extended periods of time.
• Frequent use of hands and fingers to operate a computer keyboard, mouse, and other standard office equipment.
• Ability to communicate effectively in person, over the phone, and via video.
• Ability to travel occasionally to company offices, customer sites, or off-site events as required by the role.
• Ability to read, analyze, and interpret information on an ongoing basis.
• Occasional movement within the office and ability to position self (e.g., bending, reaching, kneeling) as needed.
• Ability to lift or move up to 15 pounds occasionally.

Environmental Conditions & Travel:

• Work is typically performed in a standard office environment with moderate noise levels; remote work may also be an option depending on the role.
• Employees approved for remote or hybrid work are required to maintain an appropriate and reliable internet connection that meets Network Solutions’ minimum standards to support secure access, video conferencing, and collaboration tools, in accordance with company policy.
• Occasional exposure to outdoor conditions or inclement weather may occur when traveling.
• Travel Requirements: Occasional (10-20%). Travel may include customer meetings, business reviews, industry events, company meetings, training, and partner engagements. This role may require both local and overnight travel as business needs dictate.