Enterprise Success Strategist
3 days ago
GTT Communications, Inc. is a leading provider of networking and security services for multinational organizations. Our mission 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.
Job Summary:
The Customer Success Manager 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. This role requires a strategic and proactive approach, taking full ownership of the customer portfolio and acting with a high level of autonomy.
Key Responsibilities:
* Lead the technical onboarding process for new customers, partnering with customers, pre-sales, and post-sales teams to understand requirements, goals, and challenges to formulate an onboarding plan.
* Act as the voice of the customer within the organization, advocating for customer needs and requirements to internal teams, aligning with many different internal teams and influencing them to act towards customer needs.
* Drive high customer retention and renewal rates by ensuring clients see ongoing value, working closely with account teams to identify upsell and cross-sell opportunities, leading efforts in contract renewals and negotiations.
Requirements:
* 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.
* Experience leading monthly and quarterly business reviews with client executives where you described the value and ROI of your company's solution, communicating client business objectives or issues to your internal leadership in order to form a strategic account plan, 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, demonstrating a strong commitment to continuous personal and professional development, actively seeking opportunities to enhance skills, expand knowledge, and advance within their career and field.
What We're Looking For:
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.
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