Customer Success Manager II

The Customer Success Manager II is responsible for proactively owning the technical relationship between the customer and C Spire Business.  This role serves as a technical liaison, customer champion, and relationship manager for a defined group of post-implementation customer accounts.

The Customer Success Manager has a single mission: Partner, Serve, and Lead.

• Proactively own and manage multiple high-visibility and high-touch customer relationships.
• Understand short and long-term customer goals and objectives as they relate to Information Technology (IT) and Business Alignment.
• Drive issue resolution using standard process/procedures in coordination with supporting resources.
• Provide a single point of contact for customer account concerns.
• Regularly communicate with assigned accounts, set expectations, and negotiate priorities appropriately.
• Develop highly effective relationships across all departments.
• Assist in establishing and documenting each customer's processes, procedures, customizations, and configurations.
• Provide mentoring and assistance to other team members.
• Assist in proactively managing, measuring, and tracking customer tickets (incidents) to ensure their timely resolution.
• Provide timely issue/incident status updates, root-cause analysis, and strategies to address.
• Recognize and resolve systemic issues (problems) to prevent them from repeating.
• Provide recommendations for product enhancements and implementation of new technologies.
• Escalate issues as appropriate.
• Apply fundamental troubleshooting skills to issues before escalating to the appropriate group.
• Recognize revenue opportunities and facilitate them inside current accounts.
• Document, track, and support compliance with Service Level Agreements.
• Ensure ticket data is accurate and regularly updated (e.g., statuses, owners, billing).
• Ensure customer service level agreements.
• Regularly meet with the Service Owners, Systems Administration Team, and others to identify immediate and long-term customer needs.

Customer Success Manager II

REQUIRED

• At least 2 years experience in progressively responsible roles relating to technical account management required.
• Strong leadership, communication, and customer service skills required.

PREFERRED

• Bachelor’s Degree in Computer Science, Business Administration, MIS, or related field is preferred.
• Knowledge of enterprise support tools and ticketing/documentation systems preferred.