Customer Success Manager

Role Summary:
The Customer Success role is a key component of GTT’s effort to ensure that everything we do is focused on our customers. This role builds a deep understanding of the customer’s priorities and assures that they are receiving the value they expect. You will build lasting relationships with our most important clients from successful launches to identification of new use cases, and ongoing strategic support that increases satisfaction, maximizes the GTT experience and ultimately drives revenue retention and growth. As a CSM III, you will support the most valued and strategic customers and ensure each is achieving business value for every stage of their lifecycle. You will work as part of the account team to assure effective communication and partnership with your customers. You will serve as a customer guide, helping them navigate through the entire customer journey and serve as a key “Voice of the Customer”, advocating for the customer to assure internal alignment and complete issue resolution while building loyalty and trust to drive retention and lifetime value. As services come up for renewal, you’ll be a key team member developing and implementing the strategy to assure retention. You will have excellent working relationships with other representatives of GTT who will be active within their account(s). Specifically, a strong collaborative partnership with the Sales, Support, Services and Product teams will be key to this role. You are the voice of the customer within GTT, ensuring your customers can see value each day across the products and services they use.

Job Scope:
This role is a mentor for other Customer Success Managers. Has the knowledge and experience to assist other Customer Success Managers with all tasks. Has proven track record with managing large or strategic account customer base.

Duties and Responsibilities:
Is a pillar for effective communication techniques and how to establish relationships with peers and customers alike.

Engaged with customers throughout their lifecycle at all the moments that matter.

Serve as the single point of contact, ensuring satisfactory resolution of issues including coordination of cross-departmental GTT resources (e.g., Service Assurance, Service Delivery) for the customer, helping to direct issues to the appropriate internal teams.

Provide new client onboarding, with an introduction to customer portal, key processes and first invoice review.

Highly engaged in customer issue resolution and handling escalations in real time with team to avoid further management involvement.

Understanding if customers are a good fit for our products and services.

Develop understanding of customer priorities and challenges, helping them see shared success.

Focus on quality of execution; QBRs, Health checks, Account planning and at-risk customer strategies.

Develop and execute strategic business reviews through senior leadership to share progress, metrics, wins and recommendations for the future (products and services) (QBR)

Partner with Operations, Delivery and Finance to assure status updates are provided to the customer and issues are resolved

Identify and support process improvement opportunities across the organization.

Strategic account planning - Build account expansion and retention plan with Account Executive with clear objectives, requirements and action plan that delineates roles, responsibilities, and target timelines with the aim of driving value within their current contract with GTT.

Partner with sales leadership to grow revenue via upsells while providing an ideal customer experience.

Contract Renewal. Monitor assigned base of accounts for contract expiration dates and work with account team to develop and execute renewal strategy

Accurately forecast renewal opportunities and churn events