Senior Customer Success Manager (East)

As a Senior CSM, you’ll be the key relationship manager for a book of business holding new and existing complex hosting and colocation customers. Ultimately responsible for customer satisfaction and retention, you’ll achieve this through a variety of touchpoints and activities. From onboarding, to building success plans, proactive outreaches, to running Executive Business Reviews, owning risk mitigation, and everything in between.

In order to build deep relationships and understanding of our customer’s desired outcomes, CSMs are engaged in all phases of the customer lifecycle. You’ll work closely with day-to-day personnel up through decision makers and executive level contacts.

Internally, you’ll work cross departmentally with sales, support, marketing, engineering, implementation, and more – to ensure our customers achieve success. Your success in the role will come from building relationships internally and externally, strong time management skills, technical acumen (colo, cloud, and networking solutions), curiosity to uncover desired outcomes, educating customers on the Flexential portfolio, and execution against committed success plans.

At Flexential, we’re passionate about our customer’s success and constantly elevating the way we help them achieve that. We’re looking for CSMs that are just as passionate about the CX as well as our industry. In return, you’ll find a work environment that is challenging but fun, goal oriented but agile, and most importantly focused on helping YOU be successful.

Key Responsibilities and Essential Job Functions

• Provide oversight and accountability for success during the onboarding phase of new customers as well as existing customers leveraging new services.
• Manage a book of business containing advanced customer environments and marquee relationships.
• Uncover and document desired customer outcomes for success plan creation.
• Train customer on Flexential support tools.
• Overall responsibility for customer retention.
• Understand and advise customers on all relevant Flexential solutions relevant to their needs; including facilitating additional conversations with internal SMEs.
• Keep relevant Flexential departments & leaders informed of all customer health/risk concerns including updating customer health scores as well as documenting churn forecasts.
• Facilitating problem resolution as first level of escalation for unresolved issues, which include billing and technical support.
• Maintain regular and proactive contact with customers through value added email outreaches, calls, and/or face to face meetings.
• Effectively leverage internal technology to manage touchpoints, view of customer health, and overall management of your book of business.
• Regular executive business reviews with customers; including preparing and presenting content appropriate for c-level contacts.
• Uncover additional customer needs and work with sales and solution engineers to appropriately solution sell.
• Assist, direct and maintain open communication with key individuals with the company including sales, marketing, engineering, accounting and operations.
• Act as a liaison for your customers on all questions technical, billing, sales, or other.
• Ability to guide and advise the customer through the process rather than the customer managing Flexential.
• Perform other duties as required and assigned.

Required Qualifications

• 2-3 years of Customer Success experience within a B2B technology organization
• Experience with interacting with customers at all levels including C Suite
• Demonstrated ability to build and develop relationships
• Strong written, oral, and presentation skills
• Demonstrated technical aptitude and attention to detail
• Ability to effectively communicate technical concepts and issues to all levels
• Experience with CRM systems
• Demonstrated time management ability
• Self-directed and self-motivated to problem solve
• A willingness to go the extra mile for our customers and develop strong relationships
• Ability to adapt and be part of our rapidly growing business
• Proficiency with MS Office tools
• General statistical analysis and ability to communicate metrics to the business

Preferred Qualifications

• 2-3 years of experience directly managing Fortune 1000 customers strongly preferred
• Prior experience in Cloud, Managed Services or Colocation
• Understanding of VMware applications
• Understanding of DRaaS and BaaS solutions

Compensation

Base Pay Range: Annualized salary range offered for this position is estimated to be $84,000 - $94,000 . However, the actual pay range depends on each candidate’s experience, location, and qualifications.

Variable Pay: This role is eligible for commission. The expected annual commission is $25,000 , based on achievement of targets and other performance indicators.

Physical Requirements

• Ability to sit for extended periods of time
• Moderate or advanced keyboard usage

At Flexential, we value diversity and believe that different perspectives and unique skills make us stronger as a team. While we've outlined the qualities and skills we are looking for in this job posting, we understand that there may be attributes and abilities that aren't explicitly listed but could be a perfect fit for our team. We want to emphasize that you shouldn't hesitate to apply if you don't meet every requirement. We're enthusiastic about assembling a diverse team of individuals who bring various talents to the table. Your unique perspective and abilities may be just what we need to drive innovation and success. If you believe you have what it takes to thrive in our environment, we encourage you to apply.

Benefits of working at Flexential

• Medical, Telehealth, Dental and Vision
• 401(k)
• Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA)
• Life and AD&D
• Short Term and Long-Term disability
• Flex Paid Time Off (PTO)
• Leave of Absence
• Employee Assistance Program
• Wellness Program
• Rewards and Recognition Program

Benefits are subject to change at the Company's discretion.

Work Location Eligibility

At this time, we are only able to employ individuals who reside and perform work in states where the company is authorized to do business and maintain employment registrations. We are currently unable to consider applicants who reside or will perform work in the following states: Arkansas, Alaska, Alabama, Delaware, Hawaii, Iowa, Kansas, Louisiana, Maine, Maryland, North Dakota, Rhode Island, South Dakota, Wisconsin, Wyoming, Washington DC.

Applicants must be legally authorized to work in the United States and must reside in a state where the company maintains employment eligibility at the time of hire and throughout their employment. State eligibility may be subject to change based on business needs and regulatory requirements.

Flexential participates in the E-Verify program. Please click here for more information.

EEOC Statement: Flexential is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.