Enterprise Customer Success Manager (ECSM)

Job Title: Enterprise Customer Success Manager
Reports To : Director of Customer Success
Location:  Flexible

Position Summary
The Enterprise Customer Success Manager (ECSM) will manage and oversee complex IT environments and is responsible for the efficient workflow of all service delivery teams to ensure optimal performance of IT systems and client satisfaction, ensuring contract renewal. ECSMs require a detailed understanding of technical products and services to coordinate and monitor performance metrics, develop IT plans and strategies in collaboration with other technical staff, and introduce new offerings, processes, and solutions for customer problems and inefficiencies.

The ECSM should identify systemic pain points and maximize customer satisfaction by making sure our services meet business needs. The ECSM will work with the technical team and product management professionals across several business lines, to strategically plan for successful deployments and help realize optimal performance and growth by delivering accessible technology solutions, maintaining functional accessibility guidelines, and fostering continuous improvement by tracking business goals, customer satisfaction, and internal efficiency metrics.

Duties and Responsibilities

• Define the program governance structure, which provides program leadership, oversight, and control;
• Develop a strong understanding of customer needs to maintain all aspects of the business relationship;
• Effectively communicate customer’s vision, long-term strategies, gaps, expansion opportunities, new projects, ad hoc work, or other information to the Account Manager;
• Ensure Meridian delivery teams understand customer’s business goals and KPIs for managed services.;
• Oversees service strategies and develops proactive engagement plans to ensure quick and effortless resolution of customer issues and concerns;
• Managing, monitoring, and controlling work efforts during the program life cycle, while ensuring that the output of each component project satisfies its specified requirements. The ECSM interacts with stakeholders to set expectations, review objectives and coordinate resources across the individual component projects;
• Communicating relevant information, monitoring systems integration activities, negotiating deviations in plans and adjusting resources, as needed;
• Develop problem management and service improvement plans;
• Maintain quality service by establishing and enforcing organization and communication best-practices;
• Gather prerequisite information prior to all meetings;
• Record, organize, and maintain records for all follow-up activity;
• Strategize, implement, and oversee customer specific processes for increased productivity and growth;
• Analyze customer feedback to identify trend, snd  share feedback with internal Meridian teams to improve customer satisfaction;
• Take corrective actions to ensure we meet customer expectations;
• Provide data analytics to relevant management teams;
• Assist with continuous improvement of Meridian services, processes, offerings, and tools, etc;
• Performs other duties, as assigned.

Account Strategy

• Assist Account Manager in creating, implementing, and managing account strategy;
• Own and update the action tracker for account strategy meetings;
• Send Executive Summaries for assigned accounts;
• Accomplish strategic objectives by overseeing multiple project activities;
• Monitor overall program health (including adoption, revenue uplift, efficiencies gained, resident benefits) and report on effectiveness to the leadership team;
• Achieve operational objectives by contributing information and recommendations to strategic plans and reviews and preparing and completing action plans;
• Implements production, productivity, quality, and customer-service standards by resolving problems; completing audits, identifying trends, determining system improvements, and implementing change;
• Meets financial objectives by preparing an annual budget, scheduling expenditures, analyzing variances, and initiating corrective actions;
• Identify opportunities for revenue growth and develop and execute revenue strategies;
• Verifies application results by conducting system audits of technologies implemented.

Customer Success Planning

• Create and update a Customer Success Plan (CSP) for each customer, including business goals, barriers, solutions, KPI, owner, and timelines;
• Routinely lead CSP review meetings and update CSP.

Road Mapping

• Attend meetings with customers to discuss their business goals, customer strategy, and road map;
• Identify expansion opportunities within an account and share them with the account manager to begin the sales process;

Customer Communication:

• Schedule and conduct customer status meetings;
• Address customer inquiries, concerns, and business issues in a timely and effective manner;
• Build relationships with all levels of the customer and understand their business goals, concerns, challenges, and operational drivers;
• Act as an advisor and advocate for the customer internally and externally to help the customer achieve their business goals;
• Facilitate Business Reviews on a customer agreed upon schedule;
  • Review customer road map and strategy during each Business Review to ensure Meridian is following the correct road map..
• Facilitate Technical Review at customer’s request;
• Assist customers in gathering information/getting updates;
• The CSM will explain the case escalation procedures identified by the service delivery team during onboarding and retrain the customer team, as needed;
• Maintain customer satisfaction and increase likelihood of managed services renewal by demonstrating the value of the service and addressing any customer concerns;
• Ensure a clear understanding of the professional services or managed services scope between customer and Meridian support teams;
• Producing program reports for department heads, directors, end users and other stakeholders.

Customer Specific Service Delivery

• Act as an escalation contact when issues begin to impact customer business processes. Collaborate with other internal teams to resolve issues;
• Share process or product improvements with customers;

• Notify Service Delivery teams about any “special care and handling” required by a customer.
  • This could include patching windows, communication policies, security training, blackout periods, business concerns, etc.
  • Plans, reviews, and enforces policies and procedures.
• Ensure Meridian ERP systems are set up correctly.
  • The CSM is the subject matter expert on all contracts between Meridian and customer. This includes in scope/out of scope activities, covered assets, and contractually obligated recurring activities.

Change Management

• Ensure customer specific change management policy is communicated and followed;
• Discuss customer approved high risk changes during status meetings.

Case Management (Incident, Service Request)

• Review Priority 1 and 2 Cases and Service Requests and escalate, if needed;
• Report any mishandled cases to the engineer and LOB director;
• Ensure cases escalated by customer request are handled to customer expectations;
• Assist Meridian engineers if they are not getting updates from the customer to handle a case.

Root Cause Analysis

• Review RCA documents to ensure they are ready for customer presentation;
• Schedule and conduct calls to review RCAs.

Qualifications and Requirements

• 3+ years of experience as Enterprise Customer Success Manager or Technical Program Manager;
• 7+ years of experience in a customer facing role dealing with escalations, expectation management and business analysis;
• Customer Experience Professional or Customer Success Manager certification preferred;
• Strong analytical skills and broad-based familiarity with building data models, evaluating trends, and identifying areas for improvement;
• Comfortable utilizing and learning new technologies with a solid understanding of core infrastructure technologies that make up a data center stack (server, database, storage, networking, etc.);
• Proficient in MS Office (Including Word, Excel, Outlook, Project, PowerPoint, & Visio);
• Bachelor’s degree in computer science or related field preferred;
• Excellent written and verbal communication skills;
• Excellent organizational and problem-solving skills;
• Effective delegation to manage and minimize risks;
• Demonstrated commitment to excellence in customer service;
• Able to break down technical concepts into business terms;
• Strong team player with emphasis on soft skills and relationship building;
• Able to manage multiple customers simultaneously and deliver results;
• Handle multiple priorities and interruptions with minimal impact on productivity;
• Able to demonstrate a high level of independent judgment and initiative;
• Can handle confidential information in a professional manner.

Meridian Group International, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.