Customer Success Manager

Role Description

A Customer Success Manager (CSM) is a professional who is responsible for developing a positive customer experience and fostering healthy working relationships. They function as a bridge between the support and the sales team.

The CSM reports directly to the Customer Success Regional Lead. There are no direct reports to this position.

We are looking for a customer success manager who can provide ongoing support to our clients and network with them. The candidate should be able to contribute to building relationships and implementing innovative programs that will increase your business revenue potential and minimize churn rates.

A Customer Success Managers responsibilities include supporting customers as they transition from sales prospects building close relationships that often last beyond any one project or job-order lasting process ownership with the business itself.

Ultimately Lead the customer interfaces help solving their commercial and technical challenges and ensure their satisfaction while they are an active account with us. You will also collaborate closely with other employees to ensure customer questions and concerns are addressed in a timely manner.

Location

Remote - this position is 100% remote preferably in the US Eastern or Central time zone.

What you will be doing:

• Establish clear client retention goals

• Process milestones for the clients and employees to work toward

• Assist customers with setting up and navigating programs or software

• Promote the value of the product

• Upsell services and products with the brand image

• Promote value through customer experience

• Assist in creating training courses and educational materials

• Lead Customer meetings including QBRs

• Lead & Generate Reports Quotes Pricing and Contract renewals

• Maintain & track high score of NPS & CSAT

• Track commercial and technical SLAs & KPIs

• Review customer complaints and concerns and seek to improve the customer experience

What you should have:

• Proven work experience as a Customer Success Manager or similar role with at least 5 years of expirence.

• Experience working with MSOs and promoting value through customer experience

• Exceptional ability to communicate and foster positive business relationships

• Technical skills required as they relate to the use of the product or service

• Technical experience in the high-tech industry preferably within the broadband or telecom industries

• Accountability and personal organization are essential

• Experience in managing a diverse group and training each according to company standards

• A communications or marketing degree is preferred

Travel

You are required to travel up to 15% percent.

Pay & Benefits

For this role the estimated base salary range is between $90000 - $100000. The actual base salary will vary based on various factors including market location and individual qualifications objectively assessed during the interview process.

Diversity Equality and & Inclusion at Harmonic Inc

At Harmonic we believe that building and nurturing a global team with diverse backgrounds and voices is critical to our success. Together we achieve excellence through creativity and innovation build relationshipsbased on integrity and mutual respect and deliver the highest quality in every aspect of our businessfor the benefit of our employees business partners and shareholders.

Additional Equal Opportunity statement:

Harmonic is an equal opportunity employer. Qualified applicants will receive consideration for employment regardless ofgender race color national origin ancestry citizenship religion age physical or mental disability medical condition genetic information pregnancy sexual orientation gender identity or gender expression veteran status or marital status or any other characteristic protected by federal state or local addition we will provide reasonable accommodations for qualified individuals with disabilities. Additionally we will make reasonable accommodation to assist a person with a disability in the application process. If you need an accommodation in order to apply for a position please contact

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