We are currently seeking a customer-centric, energetic, and highly motivated individual to join our Customer Success Team.
The Customer Success Manager (CSM) is responsible for cultivating and maintaining strong relationships within assigned accounts ensuring high levels of customer satisfaction and recognition of value, leading to strong renewals and growth opportunities. The CSM works closely with our customers alongside Sales, Service Delivery, the Global Project Management Office (GPMO), and Finance teams to ensure our Maintenance and Professional Services are delivered successfully.
The selected candidate will oversee the successful onboarding and adoption of Maintenance and/or Professional services engagements, the attainment of key performance indicator service level agreements, and ongoing customer engagement through Monthly and Quarterly business reviews.
This position is not eligible for Relocation.
Essential Duties & Responsibilities Required:
Build relationships with assigned customers, help them with issues, and continually delight them with a positive, customer-centric attitude
Provide and maintain a proactive success strategy with assigned customer accounts
Work with customers to ensure they are leveraging Tech Data effectively and finding value in our services
Become an expert in Global Field Services (GFS) and Global Lifecycle Management (GLM) services in order to educate customers on the use and benefits of our services
Work closely with Sales, Support, Billing, and other Technical teams to ensure an exceptional customer experience and take care of any customer issues
Be a customer advocate while capturing customer feedback and reporting requests to Product Management and Development teams
Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth
Drive organic growth through increased service adoption and customer service differentiation.
Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes
Manage P&L's to ensure the financial health of the assigned account
Serves as main point of contact and first escalation point for the client.
Serves the business in various capacities: Leader; Change Agent; Strategic Consultant; Project Manager; Subject Matter Expert; Advocate for Process Improvements. Owns the overall relationship with assigned clients.
Identifies root cause and drives issue resolution under minimal supervision.
Delivers internal and client facing Root Cause Analyses (RCA's) when appropriate
Owns creation and ongoing maintenance of client success plans, playbooks, and engagement models.
Consults Internal teams on solution design improvements.
Leverages client relationship to understand client needs and generate Client Success Qualified Leads (CSQL's)
Collaborates with sales on strategy and approach for growth or expansion.
Travels to clients as needed for relationship building and key meetings including (but not limited to): sales presentations, consultation on solution framework needs, collaboration on process improvement initiatives, management of escalations, and to deliver white glove service when appropriate.
Main point of contact once client awards Tech Data the business.
Develops strong relationships with key internal department contacts in order to collaboratively influence change.
Determines service capability gaps (internal and external) and recommends/drives solution to close gaps.
Works with both client and internal Tech Data teams to identify continuous improvement and cost savings opportunities post implementation.
Additional Duties and Responsibilities:
Additional duties as assigned
Meets attendance and punctuality standards
Knowledge, Skills, and/or Abilities Required:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Possess strong phone, written and verbal communication skills with excellent presentation skills
Confident, high energy, self-motivated and a true team player
Experience working with senior and executive level customer contacts
Demonstrated ability and desire to work and excel in fast-paced environment
Excellent multitasking and project management skills
Ability to understand and articulate complicated client needs
Well-organized, with a high attention to detail and ability to prioritize
Proficiency with MS Office
Experience with Salesforce a plus
Able to adjust readily to change and adapt as needed.
Able to analyze and resolve complex issues and problems in a sound and timely fashion.
Able to assimilate research data from a variety of sources, analyze, and recommend appropriate courses of action to take.
Able to build solid, effective working relationships with others.
Able to constructively work under stress and pressure when faced with high workloads and deadlines.
Able to create and conduct formal presentations.
Able to design and develop sophisticated models for related area of responsibility.
Able to display assertiveness and a high level of self-confidence.
Able to execute oral and written instructions and to request clarification when needed.
Able to express ideas clearly and convey necessary information.
Able to facilitate group interactions.
Able to identify areas of risk/concern in area of responsibility.
Able to identify needs and opportunities and develop action plans to address.
Able to listen attentively and foster two-way dialogue.
Able to think strategically and tactically.
Able to work independently with minimum supervision.
Knowledge and/or expertise in related area of responsibility.
Possesses strong organizational and time management skills, driving tasks to completion.
Typically, 3-5 years with bachelor's or equivalent or 1-3 years with master's in a customer-facing role such as Client Success, Customer Support, Account Management, Program Management, and Client Services Management.
Bachelor's degree or equivalent experience from which comparable knowledge and job skills can be obtained.
Certification in Client Success a plus
Occasional non-standard work hours or overtime as business requires.
Professional, office environment.
Some Travel required.
Cultural Competency Requirements:
Within Tech Data diversity is one of our fundamental shared values. We are a multi-cultural environment and we pride ourselves on being a welcoming place of work where we celebrate inclusion and champion people from a multitude of backgrounds.
Join our team to connect the world with the power of technology!
Tech Data is an equal opportunity organization. We recruit, employ, train, compensate, and promote without regard to race, religion, creed, color, national origin, age, gender, sexual orientation, gender identity, marital status, disability, veteran status, or any other basis protected by applicable federal, state or local law.
Equal Employment Opportunity: Applications will be considered without regard to race, sex, religion, color, national origin, age, gender identity and/or expression, disability, sexual orientation, veteran status or other factors not related to specific position qualifications.
If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to use or access our employment website as a result of your disability. To request reasonable accommodation, contact Tech Data Human Resources at +1 (800) 237 8931*.
*Due to the volume of applications we receive, applicant inquiries to this phone number which are unrelated to a request for accommodation due to a disability will not receive a response.