Customer Success Manager

About DMI

DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. With a focus on end-to-end managed IT services, including managed mobility, cloud, cybersecurity, network operations, and application development, DMI supports public sector agencies and commercial enterprises around the globe. Recognized as a Top Workplace, DMI is committed to delivering secure, efficient, and cost-effective solutions that drive measurable results.

Learn more at

DMI, LLCis seeking a Customer Success Manager to join our team, with a primary focus on ensuring our customers' satisfaction and success. This role demands a highly organized and efficient professional who will excel in managing relationships with our valued clients. As a Customer Success Manager, you will play a vital role in identifying growth opportunities and strengthening customer bonds. While the position typically involves office/remote work, occasional travel may be required for customer meetings and quarterly business reviews.

Staying updated on industry trends is essential to help us adapt and enhance our services for our customers effectively.

Duties and Responsibilities:

• Prioritize customer satisfaction and maximize their return on investment, all while enhancing their overall experience.
• Cultivate trust-based relationships with key decision-makers within our customer organizations.
• Proactively identify trends and potential issues to address customer challenges before they arise.
• Define clear business objectives for our customers and chart a strategic path to achieve their success.
• Serve as the primary point of contact for customers, advocating for their needs and actively gathering their feedback.
• Regularly assess and evaluate customer progress, offering strategic recommendations based on results.
• Develop and implement policies and procedures that optimize the customer experience.
• Strategically plan and tailor the use of our services to align with and achieve our customers' unique business objectives.

Education and Years of

Experience:

• A Bachelor’s Degree in Business or a related field is preferred, but equivalent work experience will be considered.
• Ideally, you should have 3-5 years of experience in customer service or customer success roles.
• Proven experience in managing brand image and delivering value through exceptional customer experiences.
• Exceptional communication skills and the ability to foster positive, long-lasting business relationships.
• Strong sense of accountability and personal organization, ensuring that customer needs are met promptly.
• A deep understanding of customer concerns and the ability to troubleshoot effectively when necessary.

Required and Desired Skills/

Certifications:

• Ability to work independently without relying on significant management oversight.
• Proficiency to use Microsoft Office products.
• Experience working for a mobile carrier or equivalent.
• Proficiency in typing, expected minimum of 40 words per minute.
• Knowledge of soft skills and customer service practices.
• Technical aptitude and ability to learn software applications.

Additional Requirements:

• Regular and reliable attendance.
• Ability to work overtime to complete projects.
• Strong attention to detail and organizational skills.
• Multitasking skills and ability to keep up in a fast-paced work environment.
• The ability to utilize critical thinking to complete tasks.
• The ability to network internally and externally to complete objectives.

Citizenship Status

Required:

Must be a U.S. Citizen

Physical Requirements:

• Ability to work in an office environment.
• Ability to sit for long periods of time.
• Ability to utilize a keyboard and mouse.
• Ability to work in front of a computer screen for long periods of time.

Location: Remote, US

Not Available

Not Available

DMI is a diverse, prosperous, and rewarding place to work. Our culture is shaped by five core values that guide how we work, grow, and succeed together:

• Do What’s Right
  – We lead with honesty and integrity.
• Own the Outcome
  – We take responsibility and deliver.
• Deliver for Our Customers
  – We are relentless about…