Overview

The Customer Success Manager (CSM) is RACI Accountable for the overall Customer Experience of One Source Communications’ (OSC) customers.   CSMs are members of pods, working closely with Associate Customer Success Managers (ACSMs) to deliver OSC’s industry leading customer experience.  CSMs will develop, maintain and execute the overall strategic vision for their customer portfolio.  CSMs will work closely with their pods, internal OSC teams and customers directly to ensure the overall customer experience is on track and delivering against our three KPIs of Renewal, Retention and Growth.

Responsibilities

Primary Duties/Responsibilities:

• Direct engagement of OSC customers via General Check-ins, Strategic Checkpoints and Executive Business Reviews (EBRs) to ensure customer engagement is on track
• Assist ACSMs with regular General Check-ins with customers
• Engage Customer Onboarding for the warm handoff of customers from On-Boarding to Steady State
• Facilitate prompt resolution for issues and concerns by gathering information, assessing needs, and involving other departments as necessary. Use every opportunity to strengthen relationships with clients. Demonstrate a commitment to an extraordinary level of customer service and creating outstanding customer service experiences. Communicate with clients about general issues and/or changes related to their account with One Source or their service providers.
• Demonstrate a clear understanding and use discernment on internal escalation process, including notification to both management and other relevant OSC associates regarding critical client issues.
• Maintain an understanding of each client's current business needs. Develop and solidify relationships with each contact through 'personal' touches based on One Source activity.
• Work with ACSMs to deliver regular reporting detailing clients' engagement and utilization of OSC products and services.
• Develop and maintain up-to-date knowledge of OSC products and services. Continue to learn how to apply information to clients' infrastructure.
• Assist with major projects as assigned utilizing proper RACI engagement with other OSC teams. Projects may include but is not limited to developing presentations for Enterprise clients.
• Maintain understanding of specific roles and responsibilities of each One Source department and be able to explain to clients. Escalate client concerns to department management as necessary. Provide regular updates on high risk clients.
• Work closely with assigned Sales Account Executives on a joint Commercial / Strategic plan for top tier customers.
• Manage work time responsibly and efficiently
• Data and system use must comply with One Source information security policies and standards. 
• Unauthorized access to data and/or systems is prohibited. 

Qualifications

Required Skills/Abilities:

• Excellent written and verbal communications skills
• Excellent time management skills
• Escalation and conflict management skills
• Ability to be highly collaborative with internal and external teams
• Independent, critical thinker / problem resolution skills
• High accountability to team outcomes
• 5-10 years of experience in direct customer engagement roles

Preferred Skills/Abilities:

• 5-10 years of Telecom, Enterprise Datacenter or Security experience
• com experience
• Microsoft Office / O365 experience

Education and Experience:

• Bachelor’s degree (B. A.) in a related field or equivalent combination of education and experience

Updated: 7/10/2024