Customer Success Manager

DMI is a provider of digital services and technology solutions, delivering managed IT services including mobility, cloud, cybersecurity, network operations, and application development. The Customer Success Manager will manage customer relationships, promote satisfaction and return on investment, identify growth opportunities, and serve as the primary customer advocate. The role also involves assessing customer progress, addressing potential issues, and aligning DMI services with customer business objectives.

Responsibilities:

• Prioritize customer satisfaction and maximize their return on investment, all while enhancing their overall experience
• Cultivate trust-based relationships with key decision-makers within our customer organizations
• Proactively identify trends and potential issues to address customer challenges before they arise
• Define clear business objectives for our customers and chart a strategic path to achieve their success
• Serve as the primary point of contact for customers, advocating for their needs and actively gathering their feedback
• Regularly assess and evaluate customer progress, offering strategic recommendations based on results
• Develop and implement policies and procedures that optimize the customer experience
• Strategically plan and tailor the use of our services to align with and achieve our customers' unique business objectives

Requirements:

• Proven experience in managing brand image and delivering value through exceptional customer experiences
• Exceptional communication skills and the ability to foster positive, long-lasting business relationships
• Strong sense of accountability and personal organization, ensuring that customer needs are met promptly
• A deep understanding of customer concerns and the ability to troubleshoot effectively when necessary
• Ability to work independently without relying on significant management oversight
• Proficiency to use Microsoft Office products
• Proficiency in typing, expected minimum of 40 words per minute
• Knowledge of soft skills and customer service practices
• Technical aptitude and ability to learn software applications
• Regular and reliable attendance
• Ability to work overtime to complete projects
• Strong attention to detail and organizational skills
• Multitasking skills and ability to keep up in a fast-paced work environment
• The ability to utilize critical thinking to complete tasks
• The ability to network internally and externally to complete objectives
• Must be a U.S. Citizen
• Ability to work in an office environment
• Ability to sit for long periods of time
• Ability to utilize a keyboard and mouse
• Ability to work in front of a computer screen for long periods of time
• A Bachelor's Degree in Business or a related field is preferred, but equivalent work experience will be considered
• Ideally, you should have 3-5 years of experience in customer service or customer success roles
• Experience working for a mobile carrier or equivalent