Skip to Main Content
← Back to Jobs

DaaS Customer Success Manager (Remote)

CRS Group Chicago ,IL
  • Expired: over a month ago. Applications are no longer accepted.
Job Description: DaaS Customer Success Manager Duration: 6+ month contract Location: This position is 100% remote. Overview: This role requires an intelligent data analytics person who has excellent listening skills b/c they will be interacting w/ customers daily. The ideal candidate will have less than 15 years of experience with approximately 10 years of computing, PM experience, & data analytics experience. The keys to this role & what this person will be doing on a daily basis are:They will be the face to the customerThey will be focusing on continuous improvementThey will analyze & make recommendations based on data analytics. As the work progresses, this person may be asked to help pick a data analytics platform to house all the data feeds. We have internal business people who can consult on this, however this worker will be the one coordinating on their behalf. An extension is highly likely & the opportunity for conversion to FTE exists based on performance & business need. Primary Skills:End User computing experience – e.g. service desk, break fix, deployment, repair (NOT server, cloud, data center experience, etc.)Project Management experience – This person is the true face to the customer, serves as the escalation point, & will be tasked w/ solving problems.Data Analytics background – This person will have experience with reporting, creating reports, reading data, & helping make decisions based on the data. In this role, they will be asked to help the customer change their processes based on data. *If they only understand reporting, they will struggle in this role. *Service Now Reporting is required – The team may be putting reports in a different platform in the future, however, Service Now is what is utilized today.Asset Management experience is a plus Job Description: The Customer Success Manager (CSM) is an integral member of the Strategic Solutions & Services Managed Services team focused on developing new and expanding current Managed Services customers through a new Managed Services offering. The CSM helps customers to accelerate their planned ROI for Technology investment, facilitates forward Solutions Planning and improves operational readiness and performance. This role is executed in close alignment with Sales and Service Delivery teams.Duties and Responsibilities:Develop a clear and concise understanding of the customer needs, strategies, operational maturity and business goals as well as those of the industry in which they function.Leverage the acquired knowledge of the customer to ensure the company enables Customer Success and achieve their Business Outcomes.Focus on ensuring customers successfully maximize the value they receive from DaaS solutions through a subscription model.Drive adoption and positioning of solutions throughout all stages “Plan, Build, and Manage” of the Lifecycle inclusive of all Company offers, leading to appropriate renewal rates and referrals along with the development of new opportunities.Facilitate the consumption of Solutions.Measure and the report the impact of the offerings currently in place, so that the customer and Company have a common understanding of the value they are receiving toward achieving their expected outcomes.Lead to the expansion of current solutions as new opportunities are identified through an intimate business relationship with the key roles of the customer.Proactively qualify, communicate and transition the identified opportunities into Sales.Drive the successful introduction of the new solutions based on the customer expected outcomes.Advocate on behalf of the Customer ensuring a superior experience.Be a trusted advisor to your customer as they drive change into the organization.Identify metrics for success, potential roadblocks, and provide recommendations for optimizing the customers environment end user experienceDeliver regular reports that provide a comprehensive view of device performance, persona experience and optimization opportunities.Build and share best practice recommendations and develop content for most common customer business challengesMaintain a deep understanding of the product and speak with customers about the most relevant features/ functionality for their specific business needsAdvocate for customers internally. Work collaboratively with Product, Sales, and Marketing teams to improve the DaaS product and customer experienceTrack ongoing health of customers, and proactively manage escalations to closureDeliver presentations on customer ROI in Business reviews, with a focus on increasing customer retention and driving expanded use casesInterlocks with Sales teams to contribute to the on-going Account Strategy and Planning.Builds customer relationships with key executives and staff beyond the traditional Network Engineering and Operations customer organizationsCreate a full customer profile identifying key business needs and priorities.Function as a Strategic Business Advisor to Customer executives leveraging a strong understanding of the Customers’ industry benchmarks, challenges, and available best practices.Define a joint services strategy and statement of future requirements in collaboration with delivery and sales teamsBuild key pre-sales relationships with Company Account Reps and Solution Architects Aligns Company Services offers with the people, processes, and tools in support of the customer’s business strategy and vision.During Deployment of the SolutionIn conjunction with the account and Delivery services teams negotiate, document and communicate a governance structure for the account, ensuring all parties (Company, partner(s), and customer(s)) understand their respective accountabilities within the customer relationship.Understand the customer’s changing business environment, and critical needs.Understand the customer’s business practices/procedures, business drivers, and corporate culture.Understand the customer’s business vertical, goals, services requirements, and performance expectations.Develops a services blueprint and roadmap in alignment with customer needs and business priorities.Collaborates with customers to maximize the business value from services through continual operational improvements in people, processes, and tools.Align activities to support customer specific KPIsImprove value of services to the customer through focused best practices leverage.Responsible for the aggregation of all reporting from multiple systems in a cohesive, easy to understand format, providing recommendations for optimization of the end user’s experience, including the reduction of calls, increased resolution times, automation, and other proactive support recommendations.Ensure continued alignment of the Services efforts and objectives with those of the delivery, product and services sales teams.Drive Executive Business Reviews with the customer to ensure services adoption, alignment with customer business needs, and outcomes through the use of metrics.Communicate output with the broader team.Identification and Development of New Business Opportunities.Match customer requirements with strategic offeringsMaintain an intimate understanding of major account strategies and products and services, support capabilities and limitations.Leverage OpportunitiesDrive efficiencies End User Computing activities to support expansion opportunity developmentDrive and innovate new competitive advantagesDevelop the customer specific roadmap of which services may be offered and in what order - based on the Plan, Build, Manage lifecycleLeverage customer relationships in supporting Service and Product SalesMake use of triggers and analyticsProvides value realization of solutions delivered to ensure optimal penetration and identify up-sell opportunities.Identify services expansion opportunities based on customer’s evolving needs (business requirements, expansion, industry challenges, reductions, proactive vs. reactive needs, etc.)Identify Pain PointsDrives continuous process improvement to achieve customer and business goalsValidate OutcomesDrive the 36 month Services Roadmap for an account using gap analysis and business analysis techniques in collaboration with account Client Director, Account Manager/Executive & Service Delivery ExecutiveActs as an advisor and advocate for continuous improvement at the company, the customer, and the partner to achieve business goals and maximize opportunities in partnership with services delivery and sales Qualifications:End User computing experience - e.g. service desk, break fix, deployment, repair (NOT server, cloud, data center experience, etc.)Project Management experience - This person is the true face to the customer, serves as the escalation point, & will be tasked w/ solving problems.Data Analytics background - This person will have experience with reporting, creating reports, reading data, & helping make decisions based on the data. In this role, they will be asked to help the customer change their processes based on data.Service Now Reporting is required - The team may be putting reports in a different platform in the future, however, Service Now is what is utilized today.Asset Management experience is a plusBachelor's degree in IT, Business or a related field or equivalent experienceFour years of experience in IT relationship management, project management or Customer Facing account management of multiple customers.A minimum of 2 years of management experience in End User Computing.A minimum of 1 year of data analytics experience, in a Service Desk or End User Computing environment.Executive level communication, consultative and presentation skills are essential.A proven track record in business analysis and translating customer needs into a high level statement of requirements. ss # 86931 Qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability, protected vete

CRS Group

Why Work Here?

Full-time Contract with a Fortune 500 company

Founded in 1994 as Computer Resource Solutions, The CRS Group is a privately held company with offices in Itasca, IL and downtown Chicago. CRSG provides staffing solutions to Fortune 500 companies by successfully managing their IT contingent workforce needs. We expanded our offerings to extend that same high-quality service to other business needs, including creative, marketing, finance, legal and HR.

Address

Chicago, IL
USA

Website