Customer Success Manager

Remote: Florida, Georgia, North Carolina, South Carolina, Oklahoma, Texas, Tennessee, Virginia, Missouri, Maryland

Summary

UDT is a technology enabler that helps clients in major industries evaluate, architect, provide, secure, and manage technology on the go, in the rack and in the cloud. UDT provides flexible and interoperable services, including mobility, cloud, collaboration, data, cyber security and software and IT as a service. The company also provides technical, professional and managed services. This is a full-time role, and we offer our team the flexibility of a hybrid work schedule. Travel to Miramar, Florida for meetings as needed.

The Customer Success Manager will work with new and existing UDT customers to ensure that they are highly successful with and delighted by UDT Services. You will be responsible for effectively onboarding these accounts onto our services, initiate and manage usage of our services in the early stages and ongoing, and build high customer satisfaction. You will work with your accounts actively to drive adoption, as well as act as the voice of your customers internally at UDT. Creative, energetic, and self-driven, you understand the customer and their use cases and know how to be a trusted partner. You can manage numerous customers at different stages of the customer lifecycle with ease. You also have a strong technical background and can take the lead during events that require effective troubleshooting and problem solving.

Responsibilities

• Establish a trusted advisor relationship across the customer's organization, from Executive Sponsors to day-to-day contacts, to ensure customers are getting value from our products and services.
• Develop success plans for customers that outline their critical success factors, metrics for success, potential issues, and provide recommendations, in alignment with current and new products.
• Work closely with Professional Services and Sales to identify new opportunities and facilitate transitions following initial or follow-on deployments.
• Supervise and facilitate the customer’s adoption of our solution features and their overall business needs as they relate to our products.
• Use customer relationships as needed for prospect references.
• Act as a liaison between product management and the customer with a focus on communicating the UDT Services Products.
• After receiving initial training/onboarding we expect you to have gained and maintain a deeper knowledge of UDT service products.
• Self-sufficient management of multiple accounts.
• Actively ensure there is a roadmap in place for each of your accounts.
• Timely execution of standard customer meetings and reviews for your defined accounts monthly and quarterly.
• Achieve/exceed annual customer happiness targets and other defined Key Performance Indicators.
• Excellent problem-solving skills - including crisis management, communication, issue tracking, triaging, and providing value-based recommendations.
• Passionate about collaboration and building strong relationships, both with customers and internal teams. You thrive when working in virtual teams.
• Can Clearly communicate technical subjects to technical and non-technical audiences. You can influence at the CIO level as well as with individual technical contacts.
• You have a proven track record working in driving customer adoption and retention. You have experience handling renewal discussions as well as discovering and remediating signs of potential customer churn.
• You anticipate dissatisfaction, proactively seek to solve, or avoid it, and when feedback is provided you onboard it squarely with the intent to address it.
  
  

Qualifications & Experience

• Oversee customer activities as it pertains to Managed Service Operations.
• Function as the customer’s single point-of-contact for problem identification and resolution for issues that stem from UDT services or other issues that cause dissatisfaction.
• Facilitate meetings with Customers, Service Delivery management, and other internal teams. Conducting customer success planning sessions.
• Ability to aggregate data from multiple sources to prepare and deliver monthly and quarterly business reviews.
• Assess, recommend, and partner with your customer base to understand and align with the business and technology needs and goals of your customers.
  
  

Education

• A bachelor’s degree in information technology, Computer Science or Engineering is required or five years of hands-on experience in an equivalent position in a fast paced and dynamic technical support environment.
• 5+ years prior customer success, technical account management or related experience
• 3+ years of experience in services industry
• Strong communication skills and technical aptitude
• Familiarity with Infrastructure, Cloud, SAAS Technologies and Services
• Proactive team player who has fresh ideas when it comes to user adoption and churn mitigation
• Enjoys working closely with customers to ensure complete satisfaction
• A self-starter who takes the initiative to get things done
  
  

Required Knowledge, Skills & Abilities

• Knowledge and experience in cross-functional management methods and techniques.
• Knowledge of IT applications, processes, software, and equipment.
• Strong organizational, presentation, and customer service skills.
• Skill in strategic planning with an ability to think ahead and plan over a 6-12-month time span.
• Skill in planning and preparing written communications.
• Skill in leading people and getting results with a strong customer orientation.
• Interpersonal skills: such as telephony skills, communication skills, active listening, and customer-care.
• Ability to multi-task and adapt to changes quickly.
• Ability to work in a team and communicate effectively.
• Service awareness of all organization’s key IT services for which support is being provided.
• Understanding of support tools, techniques, and how technology is used to provide IT services.
• Typing skills to ensure quick and accurate entry of service request details.
• Self-motivated with the ability to work in a fast-moving environment in the industry.
• Excellent verbal and written communications skills are required. Ability to translate issues quickly and succinctly into business terms.
• Strong management capabilities to effectively lead and manage direct reports and teams.
• Strong knowledge and understanding of the market, business models, processes and structure.
• Highly self-directed and results-driven with excellent presentation, interpersonal, and leadership skills.
• Strong knowledge of technology.
• Knowledge of Accounting practices including billing, accounts receivables and merchandise return practices and processes.
• Ability to make cognitive business decisions.
• Ability to develop reports, recommendations, proposals, presentations, and other documents.
• Excellent presentation skills.
• Proficiency in MS Office Suite.
• Ability to work in a fast-paced environment, managing multiple projects and tasks concurrently.
• Must be detail oriented and execute with a high level of accuracy.
• Must have strong organizational and time management skills.
• Knowledge of ConnectWise, BrightGauge, and OpsRamp, a plus.
• Must be able to travel as needed.
  
  

What UDT Offers You

We offer a competitive compensation package where you’ll be rewarded based on your performance and recognized for the value you bring to the organization.

UDT’s Total Rewards Package Includes

Medical, dental, vision, life and company paid disability coverage

Health savings accounts and flexible savings accounts

401(k) plan with company match

Paid holidays and unlimited paid time off options

Wellness programs, pet insurance, legal insurance and more

Join us! and be part of an inclusive, energizing, and collaborative environment. UDT is an Equal Opportunity Employer who is committed to workforce diversity. Qualified applicants will receive consideration without regard to age, race, color, religion, sex, sexual orientation, disability, or national origin. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

Employment is contingent upon successful completion of background and pre-employment drug screen. UDT is not currently hiring individuals for this position who now or in the future require sponsorship for employment visa status.