Vology

  • Customer Success Executive

    Job Location US-FL-Tampa
    Posted Date 3 weeks ago(11/26/2018 3:30 PM)
    ID
    2018-1858
    # of Openings
    1
  • Overview

    The Customer Success Executive is responsible for serving as our Managed Services customer advocate within Vology. Working with our top strategic customers; the primary goals of the Customer Success Executive are to identify and drive continuous service improvements, foster proactive customer communication, and improve customer retention through relationship-building and customer satisfaction. The Customer Success Executive will also focus on opportunities to expand Vology’s footprint within assigned customer accounts through additional hardware, security and services sales. The Customer Success Executive is accountable for ensuring monthly and quarterly review meetings are conducted with customers to identify areas of opportunities within assigned customer base. The Customer Success charter is “earning the right to help clients solve their problems.”

    Responsibilities

    • Serve as a trusted advisor to your assigned customers; solving their mission critical IT challenges and being viewed as an extension of their IT staff
    • Lead the effort for onboarding new managed services clients
    • Ensure customer understands the value and services that are provided to their organization and employees
    • Build solid relationships with customers’ technical and management contacts
    • Lead monthly and quarterly service review meetings to discuss the performance of Vology’s service delivery with assigned customers
    • Proactively provide service related updates to sales executives, including changes in contracts, scope, and billing, and identify if customer request is outside of scope of contracted service
    • Identify and pursue opportunities to grow share of wallet via service expansion and hardware opportunities
    • Act as ongoing support escalation for assigned customers
    • Focus on customer retention and service renewals
    • Participates in the deployment of customer satisfaction deployment to maximize client responses

    Qualifications

    • Demonstrated project, operations, or sales support experience working with an MSSP, ISP or technical service provider
    • Demonstrated experience working within a NOC, SOC or IT environment
    • Basic understanding of industry standard servers and applications
    • Intermediate level understanding of IPT and Cisco based unified communications technology
    • Basic understanding of wireless technologies
    • Excellent customer service skills are required, with the ability to achieve a high level of customer satisfaction with the customer
    • Knowledge of Microsoft Office computer applications (Outlook, Word, MS Project, Visio and Excel a must) required
    • Experience using trouble-ticketing and service management systems
    • Understanding of industry standard network and systems management tools (SolarWinds, etc)
    • Experienced with Salesforce is key
    • Excellent problem-solving skills
    • Ability to remain calm and confident in a stressful situation
    • Ability to be on call and support after hours’ escalations
    • ITIL certification or understanding of ITIL best practices
    • Ability to help customers with various technology solutions
    • Experience selling various IT services to customers
    • Experienced with IT Service Contracts, Renewals , Master Services Agreement, Statements of Work
    • Experience working with various internal teams, Sales (hardware, services ), project management and solution architects to help facilitate customer needs
    • Collaborate with customers to help identify IT roadmaps for new customer business and additional support offerings
    • Map customer IT issues and provide technology solutions
    • Ensure customer service contracts SLA’s are being met
    • Experience with Manage Services, Professional Services and Field Services
    • Overall experience around Networking, Security, Server, Storage, Backups, Workstations and Wireless activities

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