Customer Success Manager

• Implement strategies and processes that deliver consistent customer satisfaction and retention
• Own account relationships, strategy, pricing, contract renewals, and RFPs
• Proactively engage and build relationships with decision makers and all levels of school district personnel
• Understand retention and service risks and drive risk mitigation plans
• Use product/service knowledge, problem-solving skills, and training to enhance customer engagements while generating revenue
• Conduct regular client check-ins and business reviews to understand goals and challenges and provide tailored solutions
• Work cross-functionally with internal teams to access resources and facilitate customer solutions and tools
• Deliver customer feedback to internal teams as the voice of the customer
• Advocate for solutions, product enhancements, and other actions to meet customer needs and cultivate growth

• Act as a designated advocate within HPE Networking for post-sale accounts
• Coordinate technical and non-technical support requirements as a matrix manager
• Work with customers and multiple HPE organizations to implement customer support effectively
• Manage critical customer issues, prioritize escalations, and lead resolution efforts
• Lead regular conference calls covering open cases and customer network plans
• Conduct quarterly performance and progress reviews
• Monitor, manage, and audit case progress
• Prepare and deliver weekly or bi-weekly case and RMA status reviews
• Conduct periodic operations reviews with account teams
• Prepare and deliver postmortems and root cause analyses
• Perform trend analysis and drive problem resolution across organizations
• Provide software upgrade guidance and release schedule information
• Manage non-technical escalations
• Conduct Juniper customer support process training and review sessions
• Document and maintain customer information and educate internal resources
• Coordinate support efforts among multiple organizations

• Develop engagement strategies to help partners use Speak4 and maximize advocacy program impact
• Manage partner support requests, including campaign implementation, platform questions, troubleshooting, and reporting
• Create product updates, implementation guides, and resources for new platform capabilities
• Partner with Sales to onboard new partners and ensure seamless campaign setup and implementation
• Collaborate with Marketing to develop and improve product, onboarding, and implementation materials
• Advocate internally for partners by identifying recurring needs and communicating feedback
• Help improve the overall partner experience
• Support additional team priorities in a collaborative start-up environment

Partner Success Manager

• Achieve world-class NPS/CSAT scores, retention, churn and contraction mitigation, renewals, and expansion goals through effective territory management
• Coach and teach partner Customer Success Managers (P-CSMs) to excel at customer success
• Own and manage customer escalations and coordinate across departments through final resolution
• Assist P-CSMs with policy and license questions
• Contribute to Customer Success best practices

• Develop relationships with NAA’s Top 50 Members
• Conduct proactive outreach for member satisfaction and accounts receivable
• Answer and address members’ needs in a timely manner
• Uphold and grow NAA’s member satisfaction through relationship building and dedication
• Serve as a subject matter expert for NAA products, with a focus on Click & Lease
• Collaborate with other departments on member-related escalations
• Keep detailed logs and accurate data of all accounts
• Complete projects that improve Customer Success workflows
• Perform monthly cyclical reporting and communication tasks
• Adhere to the Data Accuracy Policy

Customer Success Manager jobs in Virginia