Sr. Customer Success Manager

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What is primary need, challenge, and/or problem you will be responsible for?

The Senior Customer Success Manager (CSM) is responsible for cultivating and maintaining strong relationships within assigned customers, ensuring high levels of customer satisfaction, and has a strong understanding of our product offerings and recognition of ROI, leading to strong renewals and new revenue growth opportunities. Duties include revenue retention, enhancing customer adoption, securing upsells, building lasting relationships and turning customers into champions. The Senior CSM works closely with our enterprise customers alongside Sales, Service Delivery Customer Support, Operations, Product and Finance teams to ensure our services are delivered successfully. They are ultimately the voice of our customers.

You will build relationships with assigned Enterprise customers as a trusted/strategic advisor; manage a set of large strategic accounts, improve customer satisfaction, application engagement, customer retention, and growth. You will be the primary contact for customers, understanding their success criteria, sharing best practices, providing proactive strategy, solution guidance, and helping them realize Dizzion’s value. You will be responsible to drive customer onboarding projects from kickoff through completion, and provide superior account management throughout the customer journey. You have a proven track record working in Software as a Service (SaaS) customer success, account management, consulting, and/or support roles. You maintain high customer renewal rates because of ongoing customer engagement, business value, and ability to demonstrate and guide customers on our services, help them with issues, and continually delight them with a positive, customer-centric attitude.

In addition, you will accomplish a comprehensive engagement and communications strategy to increase customer satisfaction and deepen customer relationships by interacting effectively at all levels of the customer organization including, the ability to chair meetings with executive leadership, and conduct customer-focused QBRs (Quarterly Business Reviews) focused on learning more about the customer’s goals and objectives and how Dizzion can align effectively to support the customer requirements. You will measure customer expectations and performance against pre-established business metrics ROI and present new product opportunities. You will become an expert in and articulate the value of Dizzion services through presentations, demonstrations and open discussion with customers including the ability to chair meetings with executive leadership and host webinars.

You will effectively schedule and prioritize a high volume of customer activities and requests managing customer technical and maintenance requests and service disruption events, following through in a timely manner, asking clarifying questions to determine the correct source and impact of issues, as well as, understanding customer use cases to coach customers to alternate solutions when possible. You will assist with support escalation to ensure critical business impacting issues are organized and resolved as quickly as possible.

Furthermore, you’ll efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewals and account growth. You will identify and forecast expansion opportunities, and work with Sales teams to successfully secure those opportunities. In turn, you’ll focus on achieving / exceeding your target KPIs which includes (but not limited to): renewal %, upsell %, monthly utilization, service delivery SLA % and NPS.

Internally, you’ll be the voice of the customer and collaborate with the Service Delivery team members to ensure a smooth and frictionless onboarding experience for new customers while meeting or exceeding delivery SLAs. You will also provide expert customer insight to Product Management, Marketing and Sales on innovation and continuous improvement opportunities, and work with all other internal departments to ensure best practices, a consistent and strong customer message is embedded; and continually improve the quality, effectiveness, and efficiency of our processes to ensure customer satisfaction.

You will perform other duties as assigned.

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; or customer relationship experience in IT role
  • Intermediate understanding of general IT infrastructure and services
  • 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, 24x7x365 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 Gail Miller-Myers, Vice President Customer Success. Gail leads the Customer Success department with functional responsibility that includes project management and coordination, technical implementation, and customer support. Gail has an MBA from the University of Maryland and brings over 25 years’ experience in supporting Fortune 500 customers.

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

  • $90,000 - $125,000 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.

In recruiting for our team, we welcome the unique contributions that all potential candidates can bring in terms of their education, opinions, culture, ethnicity, race, gender identity and expression, nationality, age, languages spoken, veteran’s status, religion, disability, sexual orientation and beliefs.

And if this role is exciting you, we encourage you to apply even if you don’t meet all 100% of the description or qualifications. Finally, and most importantly, we are a proud Equal Opportunity Employer. This position is full-time FLSA exempt.

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