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Customer Success Manager

Company: iland Internet Solutions Corporation
Location: Greenville
Posted on: July 28, 2022

Job Description:

Job Descriptioniland, an 11:11 Systems company, is looking for an experienced Customer Success Manager to join our growing Customer Success team! This person will adopt and maintain customer experience programs and ongoing efforts company-wide. Customer experience and success management programs include: customer research and analytics, customer relationship management, customer success, and customer service. This role will work cross-functionally across the organization, collaborating with Marketing, Finance, Cloud Services, Cloud Support, Product Management, and Sales Leadership to improve the overall customer experience. This is a full-time remote position reporting to the Manager, Customer Success Team.Responsibilities

  • Manage the success of any assigned customers
  • Understand the companys vision and goals for customer success and their respective contributions
  • Maintain the companys customer success strategy
  • Coordinate with the team and other departments throughout the company, minimizing silos of systems, data, assumptions, hand-offs, performance, and customer touch-points
  • Track customer data, including information from all systems to track customer lifetime interactions
  • Coordinate multi-department customer analytics programs
  • Provide effective communications that inform the team about customer experience realities, expectations, improvements and innovation techniques, and engagement opportunities
  • Continually improve processes, programs, and individual customer service skill set to improve the customers valuation of the company and to align with the customers needs
  • Collaborate with other teams on products, support, service delivery, and account management to improve customer experience
  • All other duties assignedRequirementsThe following skills represent the minimum requirements to be considered for this position:
    • Bachelors degree in Business Administration, Computer Science, Information Systems, related field, or equivalent experience
    • Three years of Customer Success or Account Management experience
    • Strong communication and interpersonal skills
    • Excitement about working with multi-disciplined departments to accomplish common business and customer goals
    • Customer-centric and team-centric mindset
    • Ability to manage multiple projects, activities, and tasks simultaneously
    • Ability to develop and manage client portfolios
    • Sustain business growth and profitability by maximizing valuePreferred SkillsThe following skills represent additional proficiencies preferred to be successful in this position:
      • Ability to create a shared vision, inspire collaboration, and drive change with momentum
      • Extensive background in customer research and analytics techniques, customer strategy, and process improvement
      • Ability to navigate change with a leadership mindset Benefits
        • Competitive Salary
        • Bonus Plan
        • Stock Plan
        • 401k Plan with Company Match
        • PPO Healthcare Insurance Plan
        • Dental Insurance
        • Vision Insurance
        • Life Insurance
        • Short-Term Disability Insurance
        • Long-Term Disability Insurance
        • Paid Vacation & Holidays
        • Extensive TrainingAbout ilandiland, an 11:11 Systems company, has been in business for over 25 years, and is an industry leader in the areas of Secure Disaster Recovery as a Service (DRaaS), Secure Cloud Backup (BaaS), and Secure Infrastructure as a Service (IaaS). iland differentiates itself and maintains its market leadership by investing heavily in its proprietary Cloud Console, which is an orchestration tool for its cloud services offered in the US, Canada, Europe, Australia, and Singapore. The result of this investment is a rapid development cycle with up to four product releases per year. We provide an exciting, fast-paced environment that has been recognized by these industry leaders and more:
          • Gartner Magic Quadrant "DRaaS" Leader: 2016, 2017, 2018, & 2019
          • The Forrester Wave "DRaaS" Providers: 2014, 2017, & 2019
          • Veeam Impact Partner of the Year: 2015, 2017, 2018, & 2019
          • Veeam Innovation Award: 2018, 2019, & 2020
          • Zerto Cloud Partner of the Year: 2016, 2017, 2019, & 2020
          • CRN Partner Program Guide Winner: 2018, 2019, & 2020
          • Best of VMworld 2018 Gold Award: 2018
          • Houston Business Journal #1 Best Place to Work: 2012 & 2013
          • Nine Lives Media Inc. Talkin Cloud 100: 2011, 2012, 2013, & 2016
          • Houston Business Journal Houston Fast 100: 2012 & 2013

Keywords: iland Internet Solutions Corporation, Greenville , Customer Success Manager, Executive , Greenville, South Carolina

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