Customer Success Manager

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CUSTOMER SUCCESS MANAGER

LOCATION | Fully Remote

The Elevator Pitch: Why will you enjoy this new opportunity?
Dizzion is creating a dynamic, innovative workforce to support our global customer base. We do not believe in departmental silos. We are looking for the brightest and most talented individuals to be a part of our team. We select self-starters that consistently execute with a positive “Can Do” attitude, strong work ethic and an unparalleled commitment to the customer.

  • Be part of something BIG! Work at Home has gained unprecedented momentum in the last year and will be part of the new normal
  • Recent market trends and circumstances have led to increased demand for Dizzion Managed Desktop as a Service providing an incredible financial opportunity to our team
  • Make a significant impact on an already successful business (Inc5000, Gartner Top DaaS provider), helping Dizzion scale global operations

What is primary need, technical challenge, and/or problem you will be responsible for?
The Customer Success Manager (CSM) is critical to the success of our customers and is responsible for cultivating and maintaining strong relationships within assigned accounts ensuring high levels of customer satisfaction, strong understanding of our product offerings and recognition of ROI, leading to strong renewals and growth opportunities.

In this role you will build relationships with assigned Enterprise customers, provide them with proactive strategy, help them with issues, and continually delight them with a positive, customer-centric attitude. You will continually seek opportunities to increase customer satisfaction and deepen customer relationships by interacting effectively at all levels of the customer organization including conducting customer-focused QBRs (Quarterly Business Reviews), measuring customer performance against pre-established business metrics and present new product opportunities.

In addition, you will become an expert in and articulate the value of Dizzion services through presentations, demonstrations and open discussion with customers and act as a marketing channel through case studies, speaking opportunities, references, etc.

What Your Day Will Look Like
You will effectively plan and prioritize a high volume of customer activities and requests to manage customer issues / maintenance & service disruption, requests, following through?in a timely manner, asking clarifying questions to determine the correct source & impact of issues, as well as understanding use cases to coach customers to alternate solutions when possible.

You’ll improve revenue retention, improve customer adoption, secure upsells, build lasting relationships and turn customers into champions. In turn, you’ll focus on achieving / exceeding your target KPIs which includes (but not limited to): renewal %, upsell %, monthly active usage, and NPS.

Internally, you’ll be the voice of the customer and collaborate with Sales, Technical Support, Customer Success, Product Management, Engineering, Finance teams to ensure a consistent and strong customer message is embedded in our processes and identify and forecast expansion opportunities and ensure our services are delivered successfully.

Requirements - What Other Skills Give Me an Advantage?

  • Bachelor’s Degree from an accredited university or equivalent experience
  • Minimum 5+ years in a prior Enterprise customer success or similar specific account management, customer relationship experience in IT role
  • Self-motivated team player who has fresh ideas when it comes to user adoption and revenue retention
  • Ability to work in a fast paced, SLA-bound, 24x7 service provider environment

What is the leadership like for this role? What is the structure and culture of the team like?
The hiring manager for this role is Kwesi Ames, Senior Vice President of Operations. Kwesi leads the Operations department with functional responsibility that includes technical operations, platform engineering and customer support. He brings 22 years of experience in information technology and operations. Ames previously served as vice president of site reliability engineering at Salesforce (~10 years).

We hire people from various backgrounds. It’s not the language but the tenacity that matters to us. We love to solve business problems.

Benefits

  • Comprehensive medical (including telehealth), dental and vision plans to fit your needs
  • Employee assistance program
  • Employer paid basic life insurance and AD&D
  • 401(k) retirement plan
  • Self-Managed Paid Time Off, work hard and take time when you need it
  • Generous holiday schedule
  • Voluntary short and long term disability
  • We set you up for success, equipping you with the latest and greatest hardware
  • Awesome co-workers!

Compensation

  • $65,000 - $85,000 annually (Salary to be determined by the education, experience, knowledge, skills and abilities of the applicant, and alignment of market data.)
  • Quarterly bonus program

Company Overview
Dizzion, Inc. is a leading provider of high-performance managed Desktop as a Service (DaaS) to the global remote workforce. Founded in 2011, Dizzion’s proven end-user cloud platform enables maximum work from home success while protecting business process outsourcers (BPO), enterprise contact centers, healthcare, financial services, and insurance companies with real HIPAA, PCI-DSS and SOC 2 Type II compliance. Customers further digital transformation with AnyCloud global delivery, seamless hybrid IT integration, zLink secure endpoints, and COSMOS orchestration and analytics. Visit dizzion.com for more information. Dizzion | Work from Home. Business as Usual.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, creed, color, national origin, age, religion, disability, sex, gender identity, sexual orientation, status as a veteran, and basis of disability or any other federal, state or local protected class. This position is full-time FLSA exempt.

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