Hostway Customer Success Manager in Newark, Delaware

COMPANY OVERVIEW:

Hostway and HOSTING have merged, creating one of the largest managed cloud services platforms in the world. Together, Hostway | HOSTING has been a global leader in managed and cloud hosting for over 20 years, serving customers ranging from start-ups to Fortune 500 companies, and specializing in hosting mission critical workloads and applications. We deliver highly secure, compliant, and always available solutions to thousands of customers worldwide and commit ourselves to:

  • Live by our Customer Pledge by giving each and every customer the exceptional service they deserve.

  • Providing unmatched technical expertise.

  • Empowering customers to run their apps where they run best, made possible by our hybrid cloud.

  • Providing customers with 24/7 phone access to real experts, including cloud-hosting experts who are committed to solving customer problems.

We are first and foremost a service company, enabled by technology… not the other way around. We believe that service is the core to creating a vibrant, “built-to-last” organization. If what we’ve said isn’t a mission you can get behind, or you are looking for a big paycheck to do more “directing” than “doing”… stop reading.

Still with us? You likely believe that there is more to a job than just getting paid, and that the mission really matters. Good. Because we believe that too.

For more information about Hostway | HOSTING, please visit http://www.hostway.com.

POSITION PURPOSE:

The Customer Success Manager will take a leadership role in maintaining relationships with clients by leading the post-sale account management team. The role is responsible for the management of programs designed to accelerate revenue, improve overall productivity, and sales effectiveness of Hostway|HOSTING’s customers. This position will be required to interface with internal and external functional teams to improve processes, products and marketing efforts. In addition, they will be responsible for the development not only themselves but the Customer Success Team as we further define our customer experience. This position will partner with other internal groups to support multiple sales enablement initiatives aimed at adding value to the customer relationship and empowering their sales force with training, coaching, sales management and tracking.

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:

  • Act as a trusted advisor to key business stakeholders and sponsors to drive product adoption and ensure they leverage Hostway|HOSTING’s product and solutions to achieve their business goals with measurable outcomes

  • Operate as the lead point of contact for any and all matters specific to your account base

  • Partner with Strategic Account Executives and Technical Account Managers to manage, retain and grow your business

  • Work with customers to design their Customer Experience Programs aligned with Hostway|HOSTING’s customer-first approach and product capabilities, while ensuring customer objectives are clearly documented and reviewed throughout the customer journey

  • Analyze client portfolio to proactively identify churn risk, renewals, up-sell opportunities, and outreach strategy on a quarterly basis

  • Effectively navigate client’s organization to grow our relationships and influence

  • Define Customer Reporting and manage the process to automate the reports

  • Map out organizational structure of your assigned customers within 60 days of start

  • Identify product adoption and white space within 60 days of start, while collecting customer feedback and ensuring the feedback reaches the necessary departments

  • Develop success plans for customers that outline their critical success factors, metrics for success, potential issues and provide recommendations

  • Track customer metrics and sentiment to identify churn risk and work proactively with sales and executive sponsors to address/eliminate that risk, while simultaneously identifying upsell opportunities when applicable

  • Create real referenceable clients in 25+% of client base and work closely with the marketing team to define and highlight these clients

  • Prioritize and drive resolution on escalated customer issues

  • Monitor and facilitate customer adoption of our solution features and functionality while providing an understanding of their overall business needs as they relate to our products

  • Document all communication with users and accounts accurately and in a timely manner in Salesforce

  • Provide product training, onboarding and escalations for new and existing customers

Requirements

DESIRED MINIMUM QUALIFICATIONS:

Bachelor’s degree required 2+ years of experience in Customer Success Experience with Salesforce Flexible schedule for related customer issues or escalations Data-Driven Analysis – with the ability and willingness to gather relevant information, notice relationships between different systems and reason from cause to effect and generate effective solutions to practical day-to-day problems Excellent interpersonal skill with the ability to build authentic business relationships and deal effectively with relational challenges as they come up Resourceful and creative troubleshooting skills to provide optimal business outcomes for customers Proficient in Microsoft Office (Outlook, Excel, Word and PowerPoint) required Outstanding presentation, development, and delivery skills, with the ability to inform, influence and impact all levels of management Excel at working in a collaborative, team environment while able to work independently with minimal supervision or oversight Strong organizational, project management and time management skills with the ability to prioritize and manage competing priorities Innovated, courageous, persistent and patent. Someone who loves overcoming challenges and presents solution driven results

Benefits

Hostway | HOSTING is an Equal Employment Opportunity / Affirmative Action Employer (EEO/AA).

Hostway | HOSTING offersacompetitivesalaryandbenefitsincludingPaidTimeOff, freeMedical to Employees, Dental,retirementplan with 401(k) match, andmuchmore.Ifyouareinterestedinjoiningaprofitable, growing,anddynamiccompany,wewanttohearfromyou! Hostway | HOSTINGisanEqual OpportunityEmployeranddoesnotdiscriminateonthebasisofrace,color,religion, sex,age,nationalorigin,disability,veteranstatus, sexualorientation,oranyother classificationprotectedby Federal,Stateorlocallaw.

Hostway | HOSTING thanks all candidates for their interest; however, only shortlisted candidates will be contacted.