About the Role
The company is looking for a Sr. Customer Success Program Manager. In this role, you will be in charge of developing, implementing, and managing account strategies to ensure optimal quality, support, and delivery performance for the business.
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Essential Duties and Responsibilities
- Set goals for specific accounts, primarily for OEM/ODM major accounts.
- Manage customer escalations and return-material-authorizations (RMAs).
- Coordinate multiple sites and functions to exceed customers' expectations.
- Own results of Pre-Sales, Post-Sales, and Customer satisfaction, responsible for delivering growth and maintaining an opportunity pipeline.
- Manage relationships with customers at executive and decision-making levels.
- Accountable for projects/initiatives and drive site focus on efficiency programs.
- Oversee on-site customer and offline Data Center relationship management, facilitating information flow and developing growth through next generation technologies.
- Ensure delivery on Customer Satisfaction and monitor customer KPI scoring across all sites.
- Improve communication by leading documentation of meeting minutes, actions, owners, due dates, etc.
- Implement process improvements and drive best practices across multiple sites.
- Ensure all client programs execute to contract, achieving key KPIs.
- Track business risks and report them to the business accordingly.
- Collaborate closely with Sales Account Manager to create and deliver quarterly business reviews and establish a cadence for standard reporting.
- Schedule and lead recurring customer touchpoints in coordination with Sales and other internal teams.
Qualifications
- Typically requires a Bachelor’s degree or equivalent experience.
- Typically requires a minimum of 8 years of sales/account/customer success management experience.
- Experience working within IT or Data Center services for a customer or organization; knowledge of AI / GPUs is a plus.
- Demonstrates expert operations, technical skills, and strong relationship skills with both external and internal customers.
- Understands the strategic impact of the function across sites.
EEO Statement
The company is an Equal Opportunity Employer and embraces diversity in our employee population. It is the policy of the company to provide equal opportunity to all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or special disabled veteran, marital status, pregnancy, genetic information, or any other legally protected status.
