Role Description
A Customer Success Manager (CSM) is a professional who is responsible for
developing a positive customer experience and fostering healthy working
relationships. They function as a bridge between the support and the sales team.
The CSM reports directly to the Customer Success Regional Lead. There are no
direct reports to this position.
We are looking for a customer success manager who can provide ongoing support to
our clients and network with them. The candidate should be able to contribute to
building relationships and implementing innovative programs that will increase
your business’ revenue potential and minimize churn rates.
A Customer Success Manager’s responsibilities include supporting customers as
they transition from sales prospects, building close relationships that often
last beyond any one project or job-order lasting process ownership with the
business itself.
Ultimately, Lead the customer interfaces help solving their commercial and
technical challenges and ensure their satisfaction while they are an active
account with us. You will also collaborate closely with other employees to
ensure customer questions and concerns are addressed in a timely manner.
Location
Remote - this position is 100% remote, preferably in the US Eastern or Central
time zone.
What you will be doing:
Establish clear client retention goals
Process milestones for the clients and employees to work toward
Assist customers with setting up and navigating programs or software
Promote the value of the product
Upsell services and products with the brand image
Promote value through customer experience
Assist in creating training courses and educational materials
Lead Customer meetings including QBR’s
Lead & Generate Reports, Quotes, Pricing and Contract renewals
Maintain & track high score of NPS & CSAT
Track commercial and technical SLA’s & KPI’s
Review customer complaints and concerns and seek to improve the customer
experience
What you should have:
Proven work experience as a Customer Success Manager or similar role, with at
least 5 years of expirence.
Experience working with MSOs and promoting value through customer experience
Exceptional ability to communicate and foster positive business relationships
Technical skills required, as they relate to the use of the product or
service
Technical experience in the high-tech industry, preferably within the
broadband or telecom industries
Accountability and personal organization are essential
Experience in managing a diverse group and training each according to company
standards
A communications or marketing degree is preferred
Travel
You are required to travel up to 15% percent.
Pay & Benefits
For this role, the estimated base salary range is between $90,000 - $100,000.
The actual base salary will vary based on various factors, including market,
location, and individual qualifications objectively assessed during the
interview process.
Diversity, Equality, and & Inclusion at Harmonic Inc
At Harmonic, we believe that building and nurturing a global team with diverse
backgrounds and voices is critical to our success. Together, we achieve
excellence through creativity and innovation, build relationships based on
integrity and mutual respect, and deliver the highest quality in every aspect of
our business for the benefit of our employees, business partners and
shareholders.
Additional Equal Opportunity statement:
Harmonic is an equal opportunity employer. Qualified applicants will receive
consideration for employment regardless of gender, race, color, national origin,
ancestry, citizenship, religion, age, physical or mental disability, medical
condition, genetic information, pregnancy, sexual orientation, gender identity
or gender expression, veteran status, or marital status, or any other
characteristic protected by federal, state or local law. In addition, we will
provide reasonable accommodations for qualified individuals with disabilities.
Additionally, we will make reasonable accommodation to assist a person with a
disability in the application process. If you need an accommodation in order to
apply for a position, please contact hrhelp.nam@harmonicinc.com
[hrhelp.nam@harmonicinc.com]
For more information, please see links below:
OFCCP Posters Landing Page [https://www.dol.gov/agencies/ofccp/posters]
Know Your Rights
[https://www.dol.gov/sites/dolgov/files/OFCCP/regs/compliance/posters/pdf/22-088_EEOC_KnowYourRights.pdf]
Pay Transparency
[https://www.dol.gov/sites/dolgov/files/OFCCP/pdf/pay-transp_%20English_formattedESQA508c.pdf]
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Harmonic (NASDAQ: HLIT), the worldwide leader in virtualized broadband
solutions, is transforming multi-gigabit connectivity. The company’s
industry-leading cOS™ virtualized broadband platform, suite of solutions for
fiber and DOCSIS, and a growing portfolio of AI-powered network intelligence
solutions, enable broadband service providers to simplify operations, deliver
exceptional subscriber experiences and expand revenue streams. With thousands of
vCMTS servers and hundreds of thousands of RPDs deployed globally, Harmonic
powers next-generation broadband services with five-nines reliability. Anchored
with a customer-first approach and driven by a legacy of innovation, Harmonic
supports broadband service providers at every stage of their network evolution.
More information is available at www.harmonicinc.com.