Customer Success Manager (US Remote)

Overview

At ClearScale we solve complex business problems every day, offering end-to-end technology solutions, software engineering, data analytics, and DevOps services. We walk customers along the cloud modernization journey to help them realize true product innovation

This role is for an experienced and motivated Customer Success professional who possesses a unique balance of technical understanding, business acumen, and strong interpersonal skills

The Customer Success Manager maintains regular communications with customers about their business objectives, technology roadmaps, partnership with AWS, and ClearScale professional services delivery

A successful Customer Success Manager is confident in an enterprise environment and has the ability to build strong client relationships, develop engagement road-maps, and align teams/services to customers' business value

Responsibilities

  • Act as point-of-contact for customers, advocating for their interests and giving voice to their feedback
  • Serve as the liaison between customer's and ClearScale upper-management
  • Review and assess customers' progress and offer recommendations based on results
  • Ensure highest customer satisfaction and return on investment while enhancing customer experience
  • Understand business objectives of the customer and develop a strategic direction for success

Accountability

  • Facilitate regular cadence of meetings with customers to identify opportunities to increase Customer Satisfaction
  • Analyze feedback from customers and organize initiatives for improvement
  • Maintain relationships with AWS counterparts to exchange status and ideas for account growth
  • Plan & organize strategic planning and technology road-mapping in coordination with Pre-Sales and Delivery teams
  • Meet regularly with Delivery team to understand project status and provide summarized report to ClearScale Executive team
  • Manage internal account plan creation and periodic reviews
  • Track and report KPIs related to account plan execution
  • Interface with Account Executives, Pre-Sales Engineers, Project Managers, and Solution Architects to fulfill these duties

Qualifications

To be successful in this role, we are looking for Customer Success Managers with:

  • Strong business acumen, with the ability to translate business objectives to technology initiatives
  • 3+ years of client facing responsibilities preferably within a professional services environment
  • Capability to effectively communicate concepts to a wide-range of audiences (Engineer through VP level)
  • Ability to drive account growth through strong business relationships with enterprise organizations
  • Experience organizing strategic planning and technology road-mapping sessions
  • Ability to exercise sound decision-making, good initiative, positive and upbeat attitude
  • Attention to detail and high level of accuracy while performing job duties
  • Strong understanding of general cloud technologies and SaaS applications
  • Previous experience as a Customer Success Manager or Account Manager for consulting organization is a plus