Customer Success Manager II (Onboarding & Activation)
CSG

Boston, Massachusetts

Posted in Manufacturing and Production


This job has expired.

Job Info


21806 Customer Success Manager II (Onboarding & Activation) (Open)

Position Type:
Full time

Location(s):
US.TX.RemoteUS.AK.Remote, US.AK.Remote, US.AL.Remote, US.AR.Remote, US.AZ.Remote, US.CA.Remote, US.CO.Greenwood Village.Office, US.CO.Remote, US.DE.Remote, US.FL.Remote, US.GA.Atlanta.Office, US.GA.Remote, US.IA.Remote, US.ID.Remote, US.IL.Chicago.Office, US.IL.Remote, US.IN.Remote, US.KS.Remote, US.KY.Remote, US.MA.Boston.Office, US.MA.Remote, US.MD.Remote, US.MI.Remote, US.MN.Remote, US.MO.Remote {+ 25 more}

Position Pay Range:

This range represents the low and high end of the salary range for this position. Actual salaries will vary based on factors including but not limited to geographical location and experience.
$68,987.00-$110,380.00

Position Details:

CSG is a leader in innovative customer engagement, revenue management, and payments solutions that make ordinary customer experiences extraordinary.
As a flexible first organization, you can find our remote and on-site locations here.

As a Customer Success Manager II, you will serve as a customer advocate, guiding them through onboarding and helping them effectively engage with CSG Forte's solution offerings. This Customer Success Manager II role is focused on customer activations where engagement with customer begins in the pre-sales stages based on the customer segment and strategic nature of the relationship. This role is heavily centered around project management, customer education, training, and proactive engagement. This role works alongside Sales, Solutioning, Product, and Support to capture customer's business requirements and to resolve any challenges with a goal to activate the customer account, identify additional opportunities for expansion, and transition to other teams into our long-term operating model.

Essential Job Responsibilities:

  • Manage strategic and top customers throughout their onboarding journey focusing on adoption, advocacy, and activation readiness
  • Guide customers through the stages of onboarding, integration, training, prioritizing daily tasks, and playbooks to fully leverage our platform's capabilities
  • Create and facilitate customized trainings to drive excitement, knowledge, and adoption
  • Track product adoption and processing activity post launch to ensure volume expectations are being met
  • Analyze customer satisfaction scores post-onboarding and work with internal teams to determine improvements to the process and ensure objectives are met
  • Partner with the Sales, Account Management and Customer Success delivery teams to preserve the existing streams while providing input on potential opportunities
  • Develop and maintain customer journey maps which outline critical success factors, metrics for success, potential issues, and recommendations for mitigation and success
  • Provide client-specific input to the overall customer strategy and service delivery expectations of Service Level Agreements (SLAs) and Operating Level Agreements (OLAs)
  • Learn the customer forecast and strategic plans and engage in dialogue on how they can effectively execute on their business plans
  • As a key customer advocate, understand, anticipate, and manage the needs of the customer from both a current and future perspective
  • Maintain project plan, ensuring milestones are on track and that clear and consistent communication in happening amongst internal and external stakeholders
  • Prioritize and drive resolution of escalated tickets on behalf of the customer, provide feedback related to interdepartmental SLA violations and service gaps
  • Implement strategies to help reduce the time to activations for partners and merchants
  • Serve as the main point of contact for the client by engaging the other centers of expertise on client problem resolution and solution development.
  • Work with internal developers and SMEs to advocate as the voice of the customer and discuss trade-offs between usability and or higher-level consulting needs from the professional services teams
  • Provide assurance and oversight to customer implementations and changes/enhancements in coordination with of cross-functional teams
  • Lead project plans for customer migrations and conversions
  • Continued innovation of best practices and the Onboarding process to be as client centric as possible

Travel
  • Must be able to travel up to 25% of the time

Education
  • Bachelor's Degree in Business, Computer Science, and/or a related field preferred

Experience
  • 3+ years of managing customer facing implementation projects, onboarding, account management or customer success, or equivalent industry experience
  • Experience managing to deadlines for multiple customers at varying stages of a project
  • Manage medium to large-sized projects from start to finish with a high level of customer satisfaction
  • Excellent organization, presentation, verbal, and written communication skills
  • Ability to analyze workflow, evaluate systems, and formulate plans
  • Demonstrated business acumen with the ability to translate business requirements into technical solutions
  • Ability to consult, negotiate, and problem solve while demonstrating strong interpersonal skills
#LI-Remote

Benefits:

CSG is proud to offer employee-focused benefits that are robust in design and support a wide spectrum of employee well-being needs. Included in our benefits package is your choice of 3 medical plans administered by United HealthCare, MetLife dental, and vision coverage. CSG also offers an Incentive Savings Plan (401k), serviced by Fidelity Investments. CSG makes a dollar-for-dollar Matching Contribution based on the first 5.5% of your eligible pay you contribute as Pre-Tax or Roth After-Tax Contributions. All contributions are immediately 100% vested. At CSG, we recognize the ability to take time away to recharge is important. We offer a US Tiered Vacation Plan for non-exempt (hourly) roles, and a Flexible Vacation plan for all exempt (salaried) employees. For more benefit details, please view: https://online.flippingbook.com/view/854641217/ .

This role is eligible for a bonus opportunity.


This job has expired.

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