Customer Success Manager I, II, III

“Customer Inspired” isn’t our slogan — it’s our driving force, and C Spire team members live it. We aim to engage the exceptional and embrace operational excellence to best deliver connectivity and technology solutions that advance our communities and customer’s lives. It’s a challenging goal, but we have a winning team that is looking to grow.

As a Customer Success Manager, you will proactively own the technical relationship between C Spire Business and post-implementation customer accounts. You will serve as a trusted advisor, championing the customer’s goals, resolving issues, and strengthening partnerships. This position may be filled at the Level I, II, or III based on experience and capabilities.

What You Will Do

In all of your duties, you will have a relentless, obsessive, yet disciplined approach to manage all details to perfection and deliver desired results.

• Proactively own and manage multiple high-visibility and high-touch customer relationships.
• Understand customer goals and objectives as they relate to IT and Business Alignment.
• Drive issue resolution using standard processes and coordinate with internal support resources.
• Serve as the single point of contact for customer concerns.
• Communicate regularly with assigned accounts and negotiate priorities appropriately.
• Develop strong relationships across internal departments.
• Document and maintain each customer’s processes, procedures, and configurations.
• Mentor and assist fellow team members.
• Track, manage, and escalate customer tickets to ensure timely resolution.
• Provide timely status updates, root-cause analysis, and resolution strategies.
• Recognize and resolve systemic issues to prevent recurrence.
• Provide recommendations for product improvements and new technologies.
• Facilitate revenue opportunities within existing accounts.
• Track compliance with Service Level Agreements (SLAs).
• Ensure ticket data is accurate and current, including statuses, owners, and billing.
• Meet regularly with Service Owners, Systems Admins, and other internal stakeholders to align on customer needs.
• Perform additional duties as assigned.

This position is an exceptional introduction to strategic customer management and technical relationship development, as there is plenty of room to grow and learn from outstanding individuals in the field. From Customer Success Manager you will have a perfect springboard into all areas of C Spire and develop robust career skills.

What You Will Bring

As a C Spire team member you will bring a relentless obsession to be the best in our industry and a winning mentality, determined to outsmart and outdo competitors. You will have a single-minded commitment to unbeatable internal customer and external candidate experience. To support our customer success team you will have an unapologetic passion for innovation and technology and an uncompromising drive toward continuous improvement.

For positions at level I, we require:

• At least one year experience in progressively responsible roles related to technical account management.
• Strong leadership, communication, and customer service skills.
• Proven success working with customers and providing a differentiated level of service.

For positions at level II, we require:

• At least two years experience in progressively responsible roles related to technical account management.
• Proven experience supporting business customers and partnering with internal technical and sales support.
• Proven success working with customers and providing a differentiated level of service.
• Experience with Salesforce or a similar CRM system.
• Strong leadership, communication, and customer service skills.

For positions at level III, we require:

• At least four years experience in progressively responsible roles related to technical account management.
• Proven experience supporting business customers and partnering with internal technical and sales support.
• Experience with Salesforce or a similar CRM system.
• Strong leadership, communication, and customer service skills.
• Proven success managing renewals and up-selling new services within accounts.
• Knowledge of enterprise support tools and ticketing/documentation systems.

We will give special consideration to candidates who have:

• Bachelor’s Degree in Computer Science, Business Administration, MIS, or related field.
• Knowledge of enterprise support tools and ticketing/documentation systems.
• Technical expertise in virtualization, networking, and IT service management.

What You Will Gain

A great workplace needs more than dental coverage, though we provide that and excellent health insurance. But that’s just the start. We make sure working at C Spire is the best career experience around. And Forbes has named us one of America's Best Midsize Employers multiple times because of it. We also offer:

• Competitive Compensation Package
• Blue Cross Blue Shield Health Insurance
• Employee Stock Ownership Program
• Tuition Assistance Programs
• Complimentary Wireless Service & Device*
• 401k Match
• Teladoc Telemedicine
• WellBeacon Wellness Program
• Paid Talent Referral Opportunities
• Tailored learning paths for every position

Physical Requirements and Working Conditions

Must be able to sit for long periods of time and use computer keyboard and/or mouse while viewing a computer screen. Must be able to work flexible hours including evenings or weekends as business needs require.

*Complimentary wireless service and device available to team members in our wireless footprint.