Senior Customer Success Manager

April 12

🤠 Texas – Remote

Although this job is listed in Texas, this company may be open to hiring remote in other states.

⚔️ Virginia – Remote

Although this job is listed in Virginia, this company may be open to hiring remote in other states.

⏰ Full Time

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

Apply Now

Receive Emails with Similar Jobs

GTT

WebsiteLinkedInAll Job Openings

GTT is a global leader in networking and security solutions, providing a comprehensive suite of services including managed SD-WAN, secure cloud networking, and cybersecurity. With a strong emphasis on secure and simplified connectivity, GTT serves businesses around the globe by connecting people and machines to data and applications. Their platform offers visibility, insights, and orchestration, ensuring continuous network performance through advanced technologies such as AI. GTT caters to a wide range of sectors including financial services, manufacturing, retail, and media, leveraging its top-ranked Tier 1 global backbone network to deliver outstanding performance and security. The company also supports businesses with professional and managed services, enhancing their networking experience and enabling digital transformations.

Ethernet • IP Transit • Wide-Area-Network Solutions • Managed Security Services • Cloud Networking Solutions

1001 - 5000 employees

📡 Telecommunications

🔐 Security

💰 $175M Post-IPO Equity on 2018-03

📋 Description

• The Sr. Customer Success Manager is responsible for establishing and building customer relationships and promoting customer adoption of our products & solutions. • The Customer Success Manager ensures customers are satisfied with services and are realizing the value of their investment in GTT. • The role proactively engages customers to provide product and feature updates, helps customers increase usage of product features, facilitates product training, and identifies opportunities to deepen and expand customer relationships based on real-time insights into customer needs. • The Customer Success Manager also orchestrates issue resolution on behalf of the customer and is often the primary point of contact working with other teams behind the scenes to deliver on the customer promise. • The Customer Success Manager will play a key role in migrating customers to advanced access methods and driving increased uptake of SDWan and UCaaS through a solution-focused mindset based on a deep understanding of a customer’s unique technical requirements and needs. • The Customer Success Manager will partner closely with Enterprise Sales Executives within their shared geographic region.

🎯 Requirements

• Proactively engage Enterprise accounts and develop compelling solution use-cases • Execute customer check-in schedules to ensure the right solutions are top of mind • Collaborate with Sales Executives on defining the strategy and vision for key customers • Build a deep understanding of customer needs and challenges and how GTT's products can add value to the customer • Nurture and support customers through regular proactive engagement • Conduct regular customer check-ins to build trust, introduce products and features, intervene where there are issues, and consistently achieve high customer satisfaction • Articulate compelling product opportunities based on a deep real-time knowledge of the customer technical environment and unique issues • Initiate opportunities and partner closely with Sales to ensure the Sales Executive is appropriately positioning such opportunities to drive tangible business value for the customer • Partner with Care and Service Delivery to prioritize issues • Address the root cause of problems to improve the customer experience • Monitor customer health indicators and build personal relationships with customer stakeholders to flag and preempt issues before they put the customer relationship at-risk • Partner with Ops teams to prioritize advanced access conversions • Build logical product progression perspectives to ensure high rates of migration to advanced access and uptake of strategic products • Increase customer awareness of the benefits of conversions, and facilitate the customer journey through the migration process • Provide product training to customer users and address issues that limit the number of users while monitoring customer satisfaction • Deliver on core Customer Success business KPIs • Drive high feature adoption and product usage • Deliver against time-to-first-value targets • Drive high customer health scores • Maximize customer lifetime value and consistently translate customer knowledge into opportunities to deepen and expand the customer relationship