Customer Success Manager Job Jackson area,Mississippi USA,IT/Tech

As a Customer Success Manager, you will proactively own the technical relationship between the organization and post-implementation customer accounts. You will serve as a trusted advisor, championing the customer’s goals, resolving issues, and strengthening partnerships. This position may be filled at the Level I, II, or III based on experience and capabilities.

What You Will Do

In all of your duties, you will have a relentless, detail-oriented approach to manage all responsibilities effectively and deliver desired results.

Proactively own and manage multiple high-visibility and high-touch customer relationships.
Understand customer goals and objectives as they relate to IT and business alignment.
Drive issue resolution using standard processes and coordinate with internal support resources.
Serve as the single point of contact for customer concerns.
Communicate regularly with assigned accounts and negotiate priorities appropriately.
Develop strong relationships across internal departments.
Document and maintain each customer’s processes, procedures, and configurations.
Mentor and assist fellow team members.
Track, manage, and elevate customer tickets to ensure timely resolution.
Provide timely status updates, root-cause analysis, and resolution strategies.
Recognize and resolve systemic issues to prevent recurrence.
Provide recommendations for product improvements and new technologies.
Facilitate revenue opportunities within existing accounts.
Track compliance with Service Level Agreements (SLAs).
Ensure ticket data is accurate and current, including statuses, owners, and billing.
Meet regularly with Service Owners, Systems Administrators, and other internal stakeholders to align on customer needs.
Perform additional duties as assigned.

This position is an exceptional introduction to strategic customer management and technical relationship development, offering significant opportunities for growth and learning from experienced professionals. From the Customer Success Manager role, you will have a strong foundation to expand into various areas of the organization and develop robust career skills.

What You Will Bring

You will bring a strong drive to excel in the industry, along with a competitive and solutions-oriented mindset. You will be committed to delivering an exceptional internal and external customer experience, with a passion for innovation, technology, and continuous improvement.

For positions at Level I, we require:

At least one year of experience in progressively responsible roles related to technical account management.
Strong leadership, communication, and customer service skills.
Proven success working with customers and providing a high level of service.

For positions at Level II, we require:

At least two years of experience in progressively responsible roles related to technical account management.
Proven experience supporting business customers and partnering with internal technical and sales teams.
Proven success working with customers and providing a high level of service.
Experience with Salesforce or a similar CRM system.
Strong leadership, communication, and customer service skills.

Preferred Qualifications:

Bachelor’s Degree in Computer Science, Business Administration, MIS, or a related field.
Knowledge of enterprise support tools and ticketing/documentation systems.
Technical expertise in virtualization, networking, and IT service management.