Customer Success Manager

Role Overview

• First engagement point with business partners to understand business processes to meet their business objectives that require technical enhancements.
• Lead end-to-end processes, handle dependencies, and collaborate closely with partners as part of a team at the forefront of innovation.
• Oversees and maintain a comprehensive portfolio of all incoming requests, ensuring high-level awareness and understanding of each submission across the products.
• Serves as a key point of contact, effectively communicating with all levels of leadership throughout the business to provide updates, gather feedback, and align on priorities.
• Develops, monitor, and refine reporting key performance indicators, operational metrics and analytics to support leadership decision-making, using data to highlight trends, risks, and opportunities within the product portfolio.
• Delivers presentations to leadership at all levels, articulating status, challenges, and strategic recommendations related to demand, intake, and prioritization.
• Organizes and lead monthly Product meetings, driving agenda setting, facilitating discussions, and ensuring follow-up on action items.
• Effectively leads timelines and dependencies while monitoring blockers, ensuring adequate resourcing, and liaising with stakeholders and functional partners.
• Own, socialize, and execute the demand intake process ensuring business needs are understood and prioritized.
• Establish and maintain a value validation and realization model.
• Strong people leadership skills to guide, mentor and develop team members.
• Provide support on various functional projects that require product development to meet business needs.
• Promote a culture of transparency and knowledge sharing across functions.

Requirements

• A minimum of 5 years of relevant business experience
• Strong business insight, strategic approach, and ability to communicate clearly and concisely across all levels
• Demonstrated ability to implement operational management and change readiness activities
• Experience in product or platform-wide release management, in addition to deployment processes and strategies
• Proficient in preparing and delivering presentations to senior leadership and large groups
• Advanced proficiency with reporting and analytics tools (e.g., Excel, Tableau) to support data-driven decision making
• Exceptional organizational skills with the ability to lead multiple priorities and deadlines simultaneously
• Proficient knowledge of the product development life cycle, design, and data analytics
• Demonstrated success in driving organizational change and adoption of new processes or technologies
• Steadfast dedication to client and customer happiness
• Ability to build strong business partnerships, anticipate potential needs and provide valuable solutions to business partners
• Relationship management, mentoring and collaboration skills, with leaders and partners at all levels
• Ability to take complex concepts, boil them down and communicate them in a simplified and user-friendly format
• Strong people leadership skills in mentoring, coaching, and developing a global team
• Preferred: ServiceNow and/or Genesys knowledge
• MBA or other advanced degree

Tech Stack

• ServiceNow
• Tableau

Benefits

• Subject to the terms of their respective plans, employees are eligible to participate in the Company’s consolidated retirement plan (pension) and savings plan (401(k)).
• This position is eligible to participate in the Company’s long-term incentive program.
• Subject to the terms of their respective policies and date of hire, employees are eligible for the following time off benefits: Vacation –120 hours per calendar year Sick time
• 40 hours per calendar year; for employees who reside in the State of Colorado –48 hours per calendar year; for employees who reside in the State of Washington –56 hours per calendar year Holiday pay, including Floating Holidays –13 days per calendar year Work, Personal and Family Time
• up to 40 hours per calendar year Parental Leave – 480 hours within one year of the birth/adoption/foster care of a child Bereavement Leave – 240 hours for an immediate family member: 40 hours for an extended family member per calendar year Caregiver Leave – 80 hours in a 52-week rolling period 10 days Volunteer Leave – 32 hours per calendar year Military Spouse Time-Off – 80 hours per calendar year