Note: The job is a remote job and is open to candidates in USA. Harmonic is a provider of virtualized broadband solutions and AI-powered network intelligence solutions for broadband service providers. The Customer Success Manager will support client onboarding and ongoing relationships, lead customer meetings, promote products and services, manage renewals and performance metrics, and address commercial and technical challenges to improve satisfaction and reduce churn.
Responsibilities
- 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
Skills
- 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
- You are required to travel up to 15% percent
- A communications or marketing degree is preferred
Benefits
- Remote - this position is 100% remote, preferably in the US Eastern or Central time zone.
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