Client Success Manager

Job description

The primary purpose of the CSM position is to oversee and manage the relationship with one or more enterprise customers throughout ongoing engagements. This position works closely with Strategic Account Managers to drive revenue, manage the overall service delivery and serves as the primary escalation point and account strategist.

Primary Duty & Responsibilities

  • Management and oversight of multiple simultaneous projects with one or more customers
  • Management of overall service delivery and customer escalation
  • Guide project managers and technical staff on milestones and deliverables
  • Work with customers on maintaining technical roadmaps, initiatives, and long-term planning
  • Manage customer resource planning and financial aspects
  • Prioritize all requests for resources directed for the specific customer
  • Advise Xentaurs’ management on active customer engagements
  • Work with Service Delivery management, Practice Managers, and Sales on staffing and pipeline activity
  • Direct and participate in formal customer sessions including steering committees and launch teams
  • Drive overall customer satisfaction, scope control and general engagement satisfaction
  • Hires, trains, develops, and evaluates team members, taking corrective action as necessary in accordance with company policy

Job requirements

  • Experience working with large enterprise or fast-growing companies
  • Demonstrated ability to understand a client’s requirements and present appropriate options
  • Demonstrated project/program management skills
  • Demonstrated knowledge of application programming, Devops, database, and system design
  • Demonstrated presentation and communication skills
  • Experience evaluating customer strategy, and creating and executing new sales
  • Previous experience architecting or designing large complex technology environments
  • Knowledgeable about Cloud, DevOps or Infrastructure as Code concepts & best practices
  • Proactive, Positive, Teamwork attitude
  • Entrepreneurial approach with ability to take ownership of tasks and work with other resources to accomplish success

Other Preferred Skills

  • Project Management Professional certification
  • Demonstrated knowledge in industry-standard methodologies, including project management, program management, system development lifecycles (i.e. PMBOK, CMM, RUP, Agile, and/or RAD)