Customer Success Manager

Our New Teammate

The Customer Success Manager is the customer face of Skyline and represents Skyline for all phases of customer operations and maintenance. The CSM serves as a customer advocate with a voice, support, guidance, and an intimate knowledge of the customer’s business needs while also managing the budget and delivery of the scope of work.

The Customer Success Manager plays a critical role in ensuring customer satisfaction and driving the success of products and services within the organization. This role requires a combination of technical knowledge, strong communication skills, and a customer-focused mindset. The Customer Success Manager acts as a liaison between Skyline and its customers, providing support, guidance, and proactive engagement to maximize the value and utilization of service offerings.

Our vision for customer experience is to be organizationally aligned with the expectations and goals of our strategic customer segments; consistently creating a seamless, transparent, and frictionless environment that fosters mutual growth. This position reports to the Director of Customer Success and will work closely with business development, PMO, the divisions, marketing, contracts, IT, and sales leaders to jointly embed and facilitate customer experience and alignment through the three listed phases of the Customer Experience according to ITIL 4: Onboard, Co-Create, and Realize Value

You can expect to spend your time accomplishing the following:

• 60% of the time on Objective 1: Establishing and Managing Customer Relationships
• 20% of the time on Objective 2: Managing Client Escalations
• 10% of the time on Objective 3: Preparing Customer Reporting and Ensuring Deliverables
• 5% of the time on Objective 4: Identify Opportunities for Up/Cross Sales
• 5% of the time on Objective 5: Collaborating with Skyline Departments

Job Responsibilities – What to Expect

• Coordinate and Schedule Meetings with Customers and Internal Resources (Both Online and In-Person).
• Coordinate software upgrades.
• Coordinate the preparation of customer deliverables.
• Respond promptly to customer requests, issues, or concerns.
• Approve time sheets for project resources.

Your Knowledge & Expertise

• Bachelor’s Degree Preferred.
• ITIL Foundation v4 Preferred.
• ITSM experience.
• 2-5 years of experience in an IT-related customer-facing role.
• Demonstrated ability to empathize with customer needs and concerns and represent those interests to the internal teams.
• Strong ability to self-manage, work closely with many different teams and types of people, and drive tasks to completion with minimal oversight.
• Excellent communication and interpersonal skills, with the ability to build rapport and establish trust with customers.
• Analytical mindset with the ability to analyze data, draw insights, and make data-driven recommendations.
• Problem-solving skills with the ability to navigate complex situations and resolve customer issues effectively.
• Strong organizational skills, with the ability to prioritize tasks and manage multiple customer accounts simultaneously.
• Customer-centric mindset with a passion for delivering exceptional service and driving customer satisfaction.
• Familiarity with customer success platforms, CRM systems, and support ticketing systems is a plus.