Senior WE Customer Success Mgr - REMOTE - ( 24000635 )DescriptionThe Enterprise Customer Success Manager is responsible for establishing and building customer relationships and promoting customer adoption of our products & solutions. The Customer Success Manager ensures customers are satisfied with services and are realizing the value of their investment in Windstream. The role proactively engages customers to provide product and feature updates, helps customers increase usage of product features, facilitates product training, and identifies opportunities to deepen and expand customer relationships based on real-time insights into customer needs.The Customer Success Manager also orchestrates issue resolution on behalf of the customer and is often the primary point of contact working with other teams behind the scenes to deliver on the customer promise. The Customer Success Manager will play a key role in migrating customers to advanced access methods and driving increased uptake of SDWan and UCaaS through a solution focused mindset based on a deep understanding of a customer's unique technical requirements and needs. The Customer Success Manager will partner closely with Enterprise Sales Executives within their shared geographic region.The joint Sales and Customer Success team will co-develop customer plans and prioritize opportunities. Key aspects of the role include:
Proactively engage Elite and Enterprise accounts and develop compelling solution use-cases
Execute customer check-in schedules to ensure the right solutions are top of mind.
Collaborate with Sales Executives on defining the strategy and vision for key customers
Build a deep understanding of customer needs and challenges and how Windstream's products can add value to the customer
Nurture and support customers through regular proactive engagement
Conduct regular customer check-ins to build trust, introduce products and features, intervene where there are issues, and consistently achieve high customer satisfaction
Articulate compelling product opportunities based on a deep real-time knowledge of the customer technical environment and unique issues
Initiate opportunities and partner closely with Sales to ensure the Sales Executive is appropriately positioning such opportunities to drive tangible business value for the customer
Partner with Elite Care and Service Delivery to prioritize issues
Address the root cause of problems to improve the customer experience
Monitor customer health indicators and build personal relationships with customer stakeholders to flag and preempt issues before they put the customer relationship at-risk
Partner with Access Ops teams to prioritize advanced access conversions
Build logical product progression perspectives to ensure high rates of migration to advanced access and uptake of strategic products
Increase customer awareness of the benefits of conversions, and facilitate the customer journey through the migration process
Provide product training to customer users and address issues that limit the number of users while monitoring customer satisfaction
Deliver on core Customer Success business KPIs
Drive high feature adoption and product usage
Deliver against time-to-first-value targets
Drive high customer health scores
Maximize customer lifetime value and consistently translate customer knowledge into opportunities to deepen and expand the customer relationship
The ideal candidate will have:
Customer relationship skills and a solution focus
Experience in expanding adoption at enterprise customers
Understanding of value drivers in recurring revenue business models
Understanding of the SD-WAN and UCaaS product suites and roadmap
Data and technology orientation
Technical ability to speak to customers
Cross-disciplinary collaboration skills
Our Benefits:
Medical, Dental, Vision Insurance Plans
401K Plan
Health & Flexible Savings Account
Life and AD&D, Spousal Life, Child Life Insurance Plans
Educational Assistance Plan
Identity Theft, Legal, Auto & Home and Pet Insurance
https://windstreambenefits.com
The pay range for this position is $52,600 to $63,100.Windstream CIB StatementConnecting people in a world of infinite possibilities. Windstream cultivates a workplace culture where innovation and belonging are the cornerstones of our success. We are dedicated to empowering every member of our team to contribute their unique talents and perspectives, fostering an environment where creativity and innovation flourish. Together, we strive to build a more welcoming and connected future, both within our organization and in the broader community we serve.Our Employee Resource Groups:
WinVets – Veteran Employee Resource Group
WOW – Women Employee Resource Group
WINPRIDE – LGBTQ Employee Resource Group
WBPN – Black Professional Resource Group
WARG – Ability Resource Group
LaFamilia –Hispanic Resource Group
Actual base pay for this job will depend on the candidate's primary work location and other factors, such as relevant skills and experience.QualificationsCollege degree and 2-4 years related experience; or 6 years professional level related experience; or an equivalent combination of education and professional related experience.Primary Location : US-Iowa-Virtual Office IA 0.93 - 0.97Other Locations : United StatesJob Category : Customer SuccessEEO Statement: : Windstream is an equal opportunity employer. At Windstream, we celebrate the authenticity and uniqueness of our people and their ideas. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, genetic information, protected veteran status, current military status, disability, sexual orientation, gender identity, marital status, creed, citizenship status, or any other status protected by law, and to give full consideration to qualified disabled individuals and protected veterans. The diverse voices of our employees fuel our innovation and our inclusive culture. Employment at Windstream is subject to post offer, pre-employment drug testing.Req ID: 24000635Employment at Windstream is subject to post offer, pre-employment drug testing. Equal Opportunity Employer including minority/female/disability/veteran; Without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status. Windstream is a drug-free workplace.
