Customer Success Manager II

With over 140 years of innovation and service excellence, Burroughs keeps technology running for some of the largest financial institutions and retailers across North America. Through our North American network of field service professionals and digital support teams, we deliver full lifecycle management for payment and transaction automation, self-service, robotic, and IoT technologies—ensuring our customers experience maximum uptime and performance every day.

At Burroughs, we believe in growing our people as much as we grow our technology services. Many of our leaders began their careers in the field, and their success stories continue to inspire new generations of technicians, engineers, and support professionals. Our work is diverse, dynamic, challenging, and rewarding—but for those with curiosity, integrity, and a drive to learn, Burroughs is a place to build a lasting and meaningful career.

The Customer Success Manager (CSM II) works with existing customers to ensure customers realize value from their maintenance and support services and/or subscriptions. They are responsible for the post-sale lifecycle of smaller to medium sized customers from onboarding to renewal of the contract and/or subscription. CSM II’s are members of the Customer Success team. This position can be a Hybrid/remote opportunity for the Elmhurst IL.

Area.

CSM II’s work proactively with customers to ensure optimal utilization of products and services. They act as the primary post-sales point of contact for customers and coordinate with cross functional teams to ensure the success of each customer.

CSM II’s are responsible for the commercial relationship, which means they secure payments from customers to renew their support contracts and/or subscriptions. Customers are typically medium to large in size, moderate renewal complexity, and have a high propensity to grow. The renewal is evidence that the customer has committed to continue their relationship with the company.

The CSM II primarily interacts with customers and/or partners via the telephone. On occasion, they may also visit customers face-to-face. They are responsible for not only retaining recurring revenue, but also growing revenue by expanding customer spend.

• Work with Transition Manager to ensure successful handoff of customer from the Sales team to the Customer Success team.

• Ensure customer is onboarded effectively and efficiently in order to optimize customer time to value and Burrough’s time to revenue.
• Build relationships with the influencers and decision makers within assigned customers.
• Maintain good industry and business knowledge. Maintain an excellent level of product knowledge as is relevant for assigned customers/partners.
• Serve as second level escalation contact between customers/partners and appropriate company departments to resolve escalated questions and issues and to maximize customer satisfaction.
• Assist broader account team to provide seamless customer interactions.
• Effectively communicate company messages, value propositions, etc. verbally and in writing.
  • Review, interpret and manage contractual terms:
    Attains Services SLA & manages governance
  • Achieves margin goals
  • Advisor for billing questions
  • Oversight of invoice disputes
  • Prepare content for and present at monthly or quarterly business reviews with customers.

• Work proactively with assigned customers and/or partners to prepare for the successful renewal of support contracts and/or subscriptions.
• Validate customer asset lists and prepare renewal quotes for maintenance and support contracts and/or subscriptions consistent with expected timelines and policies.
• Contact and follow-up with customers and partners to ensure timely renewal of support contracts and/or subscriptions. Communicate value throughout the renewal process.
• Manage negotiations with customers on pricing and price increases.
• Learn and use the systems required to improve adoption, complete the renewal, track progress, forecast and report results.
• Prepare order packet for processing and invoicing.
• Track contract non-renewal including reasons for…