Technical Relationship Manager

As a Customer Success Manager, you will proactively own the technical relationship between our client's Business 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 or II based on experience and capabilities.

What You Will Do
In all of your duties, you will have a relentless, obsessive, yet disciplined approach to manage all details to perfection 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 escalet 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 Admins, and other internal stakeholders to align on customer needs.

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