Associate Customer Success Manager

Mission Cloud, a CDW Company, is a Premier Consulting Partner and MSP for Amazon Web Services. The Associate Customer Success Manager will be responsible for managing client relationships, ensuring customer satisfaction, and identifying new business opportunities while acting as a liaison during the delivery of Mission Cloud services.

Responsibilities:

• Manage a suite of Mission Cloud customers: understand their goals and build success plans with service milestones, risks, and metrics, with periodic reviews from manager
• Ensure customer contractual requirements are met
• Present Success Plans to showcase Mission Cloud's service value and discuss customer concerns or opportunities
• Facilitate customer renewal and customer concession negotiations to ensure long-term adoption of Mission Cloud services
• Be a customer advocate with Mission Cloud internally; represent customer interests to the Mission Cloud team and bring customer feedback to Service Delivery and Product
• Troubleshoot and provide solutions for customer issues and escalations, including discussing billing, invoices, and Mission Cloud services, escalating as necessary
• Facilitate cross-departmental communication about customer issues, including calls with leadership
• Identify cross sell/up sell opportunities, present on new or upcoming services to customers, and ensure correct teams are engaged
• Track customer satisfaction and take steps to reduce the risk of churn; help support Mission Cloud’s overall Net Promoter Score (NPS)
• Maintain knowledge of current Mission Cloud services; understand how services work and how they interact with each other
• Keep CRM system updated to illustrate engagement levels and Mission Cloud's value add

Requirements:

• AWS Cloud Practitioner certification (required within 60 days of employment)
• Manage a suite of Mission Cloud customers: understand their goals and build success plans with service milestones, risks, and metrics, with periodic reviews from manager
• Experience working in customer success or a related function, such as B2B sales and account management, especially in technical consulting or SaaS industries preferred
• Experience being a customer advocate in a high-growth business environment
• Experience managing customer agreements including renewal cycles as well as cross-sell and upsell opportunities
• Experience giving presentations to internal and external audiences through Google Slides or Powerpoint
• Experience working in a customer service oriented environment
• Ability to travel (less than 10%)