The Alianza Customer Success Manager (CSM) is responsible for understanding, aligning with, and driving the customer’s definition of success in their use of Alianza’s cloud voice platform. The CSM must be technically oriented and motivated to provide top-quality technical services, advice and solutions. The CSM will establish Alianza as an integral part of our customers’ success. Alianza CSMs are the customer advocate and voice of the customer inside Alianza. CSMs are the internal quarterback that oversees all customer requests and ensures that they are being managed with the appropriate priority and urgency. The CSM is responsible for accelerating and maximizing customer growth, satisfaction, and advocacy (referenceability). CSMs own the post-sale customer relationship, but may also engage with customers prior to the initial contract signing.

Key Duties and Responsibilities:

  • Own Customer Success
    • Create and continually refresh a Success Plan for each customer that establishes alignment around the purpose and objectives of the relationship with each assigned customer
    • Successfully execute customer Success Plans
    • Design, document, implement and improve key processes, tools and systems to ensure customer success and continual improvement
    • Develop and manage key metrics to help measure and improve the quality of the customer experience and customer referenceability and to ensure Alianza’s continual improvement in the area of customer success and satisfaction
    • Assess complex situations and requests, define a plan of action, engage the necessary resources, oversee execution of the action plan, coordinate cross functional resources, and communication internally as well as with the customer 
    • Prioritize customer projects and requests internally to ensure highest urgency and highest value work is completed first
    • Prepare the content for, and attend, formal executive business reviews with key customer stake-holders as needed (on-site & remote)
    • Facilitate customer contract renewals, contract amendments, upsell opportunities, etc.
  • Primary Customer Point of Contact
    • Own the communication and delivery of all new customer projects and feature requests – either own the request personally, or assign to an Alianza Project Manager to complete the customer project or request
    • Act as the final Alianza escalation point for customer concerns that are not being resolved by the Technical Support or Advanced Technical Services teams
  • Primary Voice of Customer Within Alianza
    • Be the voice of the customer within Alianza by accurately and appropriately communicating what is detracting from each customer’s success and then facilitate solutions to address problems
    • Participate as the customer advocate in quarterly management operational planning and other customer focused meetings and leadership activities
    • Work with Product Management to recommend and advocate for changes to the Alianza platform to improve customer success
    • Providing regular customer referenceability/health check updates internally in an easily consumable format
  • Own the Delivery of Alianza Technical Services and Customer Feature Requests
    • As such, the CSM must combine deep customer knowledge with a deep understanding of the Alianza platform within the context of the market and industry reality of our customers
    • Clearly communicate customer feature request definitions and customer priority to Alianza’s Product Management and Technology teams
    • Maintain prioritized list of feature requests and work closely with Product Management to ensure proper prioritization and execution of requests
    • Own the customer communication and expectation setting of customer requests

Qualifications:

  • Minimum 8 years of customer success, account management, or equivalent experience
  • Demonstrated ability and experience owning customer relationships with large enterprise or service provider customers
  • Ability to assume ownership of relationships that were originally developed between the CEO or sales executive and the customer – must have the skills to gain customer’s confidence and be seen as an acceptable replacement
  • Project management experience with the ability to own and manage small to mid-size projects in a professional manner
  • Domain knowledge in telecommunications, cable/MSO, Fiber to the Home, and/or other broadband technologies
  • Strong communication skills including the ability to manage frustrated customer escalations
  • Ability to clearly and quickly articulate problems and solutions (written and verbal)
  • Ability to write clearly and professionally, and to assist others in the organization who require wordsmithing assistance with customer communication
  • Must be able to synthesize many competing priorities, understand the business impact of each and make the correct prioritization requirements – and then defend your decision
  • Must be comfortable interfacing with executive management to clearly communicate status, impact of problem and strategy for resolution
  • Strong business sense and understanding of situational context
Ability to work independently and in a fast-paced, high pressure environment with changing requirements

Location

Pleasant Grove, Utah