Note: The job is a remote job and is open to candidates in USA. Uniti Group Inc. is a premier insurgent fiber provider dedicated to enabling mission-critical connectivity across the United States. The Major Customer Success Manager is responsible for establishing customer relationships and ensuring customer satisfaction with Uniti's products and services, while proactively engaging customers to promote product adoption and resolve issues.
Responsibilities
- Proactively engage Elite and Enterprise accounts and develop compelling solution use-cases
- Execute customer check-in schedules to ensure the right solutions are top of mind
- Collaborate with Sales Executives on defining the strategy and vision for key customers
- Build a deep understanding of customer needs and challenges and how Windstream's products can add value to the customer
- Nurture and support customers through regular proactive engagement
- Conduct regular customer check-ins to build trust, introduce products and features, intervene where there are issues, and consistently achieve high customer satisfaction
- Articulate compelling product opportunities based on a deep real-time knowledge of the customer technical environment and unique issues
- Initiate opportunities and partner closely with Sales to ensure the Sales Executive is appropriately positioning such opportunities to drive tangible business value for the customer
- Partner with Elite Care and Service Delivery to prioritize issues
- Address the root cause of problems to improve the customer experience
- Monitor customer health indicators and build personal relationships with customer stakeholders to flag and preempt issues before they put the customer relationship at-risk
- Partner with Access Ops teams to prioritize advanced access conversions
- Build logical product progression perspectives to ensure high rates of migration to advanced access and uptake of strategic products
- Increase customer awareness of the benefits of conversions and facilitate the customer journey through the migration process
- Provide product training to customer users and address issues that limit the number of users while monitoring customer satisfaction
- Deliver on core Customer Success business KPIs
- Drive high feature adoption and product usage
- Deliver against time-to-first value targets
- Drive high customer health scores
- Maximize customer lifetime value and consistently translate customer knowledge into opportunities to deepen and expand the customer relationship
Skills
- Bachelor's degree and 9+ years professional level related experience or an equivalent combination of education and professional related experience
- 3-4 years customer relationship management experience
- Experience in the technology or telecom sectors
- Track record of cross-disciplinary team collaboration, influencing and effective stakeholder management
- Ability to build compelling product use cases
- Ability to effectively resolve complexity and overcome roadblocks to achieve tangible outcomes
- Customer relationship skills and a solution focus
- Experience in expanding adoption at enterprise customers
- Understanding of value drivers in recurring revenue business models
- Understanding of the SD-WAN and UCaaS product suites and roadmap
- Data and technology orientation
- Technical ability to speak to customers
- Cross-disciplinary collaboration skills
- Engineering or Business Degree with 5+ years of related experience
Benefits
- Medical, Dental, Vision Insurance Plans
- 401K Plan
- Health & Flexible Savings Account
- Life and AD&D, Spousal Life, Child Life Insurance Plans
- Educational Assistance Plan
Company Overview