The Customer Success Strategic Manager leads a team of account managers dedicated to meeting the operational needs of assigned client segment. Manages and develops client accounts to initiate and maintain good client relationships. Being a Customer Success Strategic Manager typically requires a bachelor’s degree. Coordinates and communicates with marketing persons to enhance product performance and broaden sales channels. In addition, Customer Success Strategic Manager typically reports to a head of a unit/department. The Customer Success Strategic Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. Extensive knowledge of department processes. Working as a Customer Success Strategic Manager typically requires 5 years experience in the related area as an individual contributor. 1 to 3 years supervisory experience may be required.
Strategic Customer Success Manager Job Description Template
Our company is looking for a Strategic Customer Success Manager to join our team.
Responsibilities:
- Project Management – quarterbacking internal and external initiatives;
- Maintain and grow monthly recurring revenue for RingCentral’s most valued customers;
- Develop strong customer relationships and serve in the role of RingCentral trusted partner.
Requirements:
- Driven by personal, team and company achievement with a commitment to excellence;
- Strong analytical, problem-solving and dot-connecting skills with the ability to develop quick, accurate situational awareness;
- Build & deploy strategic adoption strategies;
- Enterprise account management with 10K or more employees inside of the account;
- BS or equivalent education and relevant experience;
- 3+ yrs. direct and verifiable enterprise-level customer success experience;
- Enterprise-ready, solution-oriented mindset to understand and solve complex customer issues;
- Experience with VoIP technology and terminology including SIP, RTP, QoS, COS, and codecs preferred;
- Proven track record of success with a verifiable history of exceeding sales and customer satisfaction goals;
- Possess that rare blend of technical expertise and sales acumen wrapped in a strong customer-centric mentality;
- Strong communication skills – written and verbal – with understanding of situational best practices;
- Experience and comfort interacting with and influencing C-level executives;
- Excellent presentation skills – from small to large audiences;
- Ability to lead, manage or influence both internal RingCentral resources as well as customer resources to achieve successful outcomes;
- Unified Communications or Contact Center Experience Preferred.