Enterprise Customer Success Manager

TL;DR

Enterprise Customer Success Manager: Driving all aspects of the hirify.global Managed Services customer relationship with an accent on ensuring customer Service Level Agreements are met and coordinating interaction with the hirify.global Managed Services team and hirify.global Service Desk. Focus on growing existing contract values by cross-selling and up-selling existing contracts.

Location: Must be based in the United States

Salary: $130,000 - $180,000 a year

Company

hirify.global builds platforms for digital business.

What you will do

• Act as a customer advocate and drive results with a customer-focused approach.
• Coordinate the renewal of Managed Services contracts and grow contract values through cross-selling and up-selling.
• Build strong relationships with customer staff, the client director team, and Managed Services teams.
• Ensure timely reports are provided, including incident management, account performance, and service unit billing reports.
• Lead onboarding activities for new Managed Services customers and manage recurring Technical Assessments.
• Report, communicate, and update relevant stakeholders on service operations.

Requirements

• Good understanding of IT Service Management and IT Project Management principles.
• Proficient in MS Office (Word, Excel, PowerPoint).
• Ability to manage change, provide direction, and escalate client issues.
• Ability to react and adjust priorities of tasks.
• Comfortable communicating and interacting with C-level customer stakeholders.
• 5+ years of relevant IT Service Account Management experience.

Nice to have

• ITIL Foundation Certification.
• PMI Project Management Professional (PMP) certification.
• ServiceNow experience.

Culture & Benefits

• Value diversity and inclusion.
• Encourage cross-department training and development.
• Sponsor certifications and credentials for continued learning.
• Medical, dental, and vision insurance.
• 401(k) and paid company holidays.
• Paid time off, parental, and caregiver leave.