Manage post-sales cloud customer relationships for a Cloud Solution Partner program: conduct business reviews, identify cost-optimization, escalate and resolve issues, document processes, define KPIs/SLAs, and ensure high customer satisfaction while steering CSP operations.
This requisition has been created to support ongoing and future hiring initiatives within Blue Mantis. While all applications will be reviewed, this posting may not align with an immediate opening. Candidates who meet our qualifications will be considered for future opportunities as they become available.
We are seeking an experienced Cloud Customer Success Manager who is driven to build and maintain a customer-obsessed Cloud Solution Partner (CSP) program. The successful candidate will be conversant on cloud billing & licensing models and capable of resolving complex customer requests or complaints. They will be expected to apply best practice processes/procedures associated with onboarding, provisioning, tools, reporting and escalations to ensure delighted clients.
We are seeking an experienced Cloud Customer Success Manager who is driven to build and maintain a customer-obsessed Cloud Solution Partner (CSP) program. The successful candidate will be conversant on cloud billing & licensing models and capable of resolving complex customer requests or complaints. They will be expected to apply best practice processes/procedures associated with onboarding, provisioning, tools, reporting and escalations to ensure delighted clients.
Key Responsibilities
Our CSP practice has experienced multiple years of double-digit growth. Central to our practice is an industry leading positive customer experience. The Customer Success Manager is charged with helping to ensure that our customer experience remains positive and that the practice is scalable and sustainable. Their key responsibilities include, but are not limited to:
- Conduct customer business reviews that are focused on cloud utilization and identifying and sharing cost optimization opportunities.
- Collaborate with peers and managers to steer our CSP operations.
- Act as liaison between customer, company and 3rd party vendors, managing/escalating tickets and tasks from report to resolution.
- Build and maintain a trusted advisor relationship with our customers.
- Maintain comprehensive documentation of checklists, procedures, processes, and policies to support compliant and best-practice deployment and utilization of cloud resources.
- Define, measure and monitor KPIs and SLAs that lead to high customer satisfaction.
- Own the post-sales relationship
Skills, Knowledge & Expertise
- (1-2 years) Customer Success Manager who is driven to build and maintain a customer-obsessed Cloud Solution Partner (CSP) program.
- Experience as a Customer Success Manager, Consultant, Business Development Representative, Business Analyst or similar role.
- Either possess or be willing to obtain FinOps Practitioner Certification.
- BS Degree in Business or a Technology related field; graduate degree appreciated.
- Experience optimizing workflows and implementing process improvement.
- Technical and business problem-solving skills and judgement.
- Demonstrated interpersonal skills including mentoring, coaching, presentation skills and the ability to interact with colleagues and customers at all technical levels.
- Ability to prioritize and manage competing demands.
- Experience working with Clients on business solutions.
- Either possess one year of prior experience with public cloud billing and licensing models or be willing to learn.
- Either possess one year of prior experience in the AWS Management Console and Azure Portal or similar Cloud Portals or be willing to learn.
Agencies/3 Parties may not solicit to any employee of Blue Mantis. Any candidate information received from any Agency/3 Party will be considered a gift and property of Blue Mantis, unless the Agency/3 Party is an Authorized Vendor of Blue Mantis with an up-to-date Blue Mantis Contract in hand signed by Blue Mantis Talent Acquisition. No payment will be made to any Agency/3 Party who is not an Authorized Vendor, nor has specific approval in writing from Blue Mantis Talent Acquisition to engage in recruitment efforts for Blue Mantis. At this time we have no interest in onboarding any new staffing partners.
About
Blue Mantis is a leading strategic digital technology services provider with a 30+ year history of successfully helping clients achieve business modernization by applying next-generation technologies including managed services, cybersecurity and cloud. Headquartered in Portsmouth, New Hampshire, the company provides digital technology services and strategic guidance to ensure clients quickly adapt and grow through automation and innovation. Blue Mantis partners with more than 1,200 leading mid-market and enterprise organizations in a multitude of vertical industries and is backed by leading private equity firm Recognize.
Blue Mantis Boston, Massachusetts, USA Office
First Avenue, Building 34, Suite 201, Boston, United States, 02129
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