Customer Success Manager

18 hours ago

København, Denmark GTT Communications, Inc. Full time

GTT is a leading networking and security as a service provider for multinational organizations, simply and securely connecting people and machines to data and applications — anywhere in the world. We serve thousands of organizations, bringing together the right people, partners and technology to reduce the burden on IT teams and solve the most pressing networking and security challenges.

Built on our top-ranked global Tier 1 network, GTT Envision is a single global technology platform to connect, orchestrate, virtualize and automate enterprise networks, enabling customers with consumable solutions to achieve business missions and meet ongoing demand when, where and how needed. Our portfolio includes SASE, SD-WAN, security, internet, voice and other connectivity options, complemented by a suite of professional services and exceptional sales and support teams in local markets around the globe. We partner with our customers to deliver Greater Technology Together. .

Role Summary:

The mission of the Customer Success organization is to establish and maintain strong customer relationships, acting as the voice of the customer and supporting them in realizing the value of their investment while securing retention and growth for GTT. The role of the Customer Success Manager is to build a deep understanding of the customer’s priorities and assures that they are receiving the value they expect. You will build lasting relationships with our most important clients from successful launches to identification of new use cases, and ongoing strategic support that increases satisfaction, maximizes the GTT experience and ultimately drives revenue retention and growth.

As a Customer Success Manager, you will support the most valued and strategic customers and ensure each is achieving business value for every stage of their lifecycle. You will work as part of the account team to assure effective communication and partnership with your customers. You will serve as a customer guide, helping them navigate through the entire customer journey and serve as a key “Voice of the Customer”, advocating for the customer to assure internal alignment and complete issue resolution while building loyalty and trust to drive retention and lifetime value. As services come up for renewal, you’ll be a key team member developing and implementing the strategy to assure retention.

You will have excellent working relationships with other representatives of GTT who will be active within their account(s). Specifically, a strong collaborative partnership with the Sales, Support, Services and Product teams will be key to this role. You are the voice of the customer within GTT, ensuring your customers can see value each day across the products and services they use.

Duties and Responsibilities:

  • This is a strategic and proactive role, our expectation is that this person will take full ownership of their customer portfolio and act with a high level of autonomy. This includes making key decisions to drive effective customer outcomes; deciding when to include our executive team or c-suite in customer escalations, how to de-risk or de-escalate customer issues and conflict, and advocating to internal teams including sales, product, engineering, etc.
  • Customer Onboarding: Lead the technical onboarding process for new customers. Partner with customers, pre-sales, and post-sales teams to understand requirements, goals, and challenges to formulate an onboarding plan.
  • Customer Advocacy: Act as the voice of the customer within the organization, advocating for customer needs and requirements to internal teams. This means being a team player and having strong collaboration skills - this role must align with many different internal teams, influence them to act toward customer needs.
  • Renewals & Retention: Drive high customer retention and renewal rates by ensuring clients see ongoing value. Work closely with account teams to identify upsell and cross-sell opportunities. Lead efforts in contract renewals and negotiations
  • Account Management: Develop relationships with multiple levels of customer stakeholders from technicians to C level. Work closely with sales teams to identify the best path to renew and expand customers while minimizing churn risks.
  • An entrepreneurial and commercial mindset - where you will be required to both deviate from established procedure and often build entirely new process or practices to ensure we best serve customers.
  • Serve as the customer's advisor throughout customer life cycle (product kick-off, adoption, proficiency, expansion, and renewal negotiations/close)
  • Orchestrate milestones along the customer journey and conduct Quarterly Business Reviews (QBRs) with Senior client executives
  • Consistently monitor & identify/anticipate revenue churn risk to successfully resolve at-risk clients
  • Quoting, renewal&upgrade, tech refresh proposal preparation, billing related issues and other operational tasks management via company CRM portal

What We're Looking For:

  • 5+ years experience in enterprise, customer facing roles collaborating with both technical and business teams - Customer Success, Professional Services, Technical Account Management or a combination of those plus Sales, Solutions Engineering, or Technical Support. Previous experience in Telco sector is preferred.
  • Experience leading monthly and quarterly business reviews with client executives where you described the value and ROI of your company’s solution
  • Experience communicating client business objectives or issues to your internal leadership in order to form a strategic account plan
  • Experience collaborating with internal Product, technology, and/or operations team to understand client needs and communicate product feedback
  • Ability to work in fast paced environment, be trusted to drive initiatives autonomously and gain buy in from a wide collection of stakeholders
  • Relevant domain knowledge of one or more of the following; Professional services like DDOS, SDWAN etc.
  • Demonstrates a strong commitment to continuous personal and professional development, actively seeking opportunities to enhance skills, expand knowledge, and advance within their career and field.
  • Excellent communication skills and the ability to build relationships at all levels
  • Proficient with CRM tools
  • Driven, high emotional intelligence, and strong priority management skills
#J-18808-Ljbffr

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