Major Customer Success Mgr

About the Role:

The Major Customer Success Manager - Uniti is responsible for establishing and building customer relationships and promoting customer adoption of our products & solutions.

What You'll Do: 

The Major Customer Success Manager assures us customers are satisfied with services and are realizing the value of their investment in Uniti. The role proactively engages customers to provide product and feature updates, helps customers increase usage of product features, facilitates product training, and identifies opportunities to deepen and expand customer relationships based on real-time insights into customer needs.

The Major Customer Success Manager also orchestrates issue resolution on behalf of the customer and is often the primary point of contact working with other teams behind the scenes to deliver on the customer’s promise. The Major Customer Success Manager will play a key role in migrating customers to advanced access methods and driving increased uptake of SDWan and UCaaS through a solution focused mindset based on a deep understanding of a customer's unique technical requirements and needs. The Major Customer Success Manager will partner closely with Enterprise Sales Executives within their shared geographic region.

The joint Sales and Customer Success team will co-develop customer plans and prioritize opportunities. Key aspects of the role include:

• Proactively engage Elite and Enterprise accounts and develop compelling solution use-cases.
• Execute customer check-in schedules to ensure the right solutions are top of mind.
• Collaborate with Sales Executives on defining the strategy and vision for key customers.
• Build a deep understanding of customer needs and challenges and how Windstream's products can add value to the customer.
• Nurture and support customers through regular proactive engagement
• Conduct regular customer check-ins to build trust, introduce products and features, intervene where there are issues, and consistently achieve high customer satisfaction.
• Articulate compelling product opportunities based on a deep real-time knowledge of the customer technical environment and unique issues.
• Initiate opportunities and partner closely with Sales to ensure the Sales Executive is appropriately positioning such opportunities to drive tangible business value for the customer.
• Partner with Elite Care and Service Delivery to prioritize issues.
• Address the root cause of problems to improve the customer experience.
• Monitor customer health indicators and build personal relationships with customer stakeholders to flag and preempt issues before they put the customer relationship at-risk.
• Partner with Access Ops teams to prioritize advanced access conversions.
• Build logical product progression perspectives to ensure high rates of migration to advanced access and uptake of strategic products.
• Increase customer awareness of the benefits of conversions and facilitate the customer journey through the migration process.
• Provide product training to customer users and address issues that limit the number of users while monitoring customer satisfaction.
• Deliver on core Customer Success business KPIs.
• Drive high feature adoption and product usage.
• Deliver against time-to-first value targets.
• Drive high customer health scores.
• Maximize customer lifetime value and consistently translate customer knowledge into opportunities to deepen and expand the customer relationship.

The ideal candidate will have:

• Customer relationship skills and a solution focus
• Experience in expanding adoption at enterprise customers
• Understanding of value drivers in recurring revenue business models
• Understanding of the SD-WAN and UCaaS product suites and roadmap
• Data and technology orientation
• Technical ability to speak to customers.
• Cross-disciplinary collaboration skills

Minimum Qualifications:

·         Bachelor’s degree and 9+ years professional level related experience or an equivalent combination of education and professional related experience.

·         3-4 years customer relationship management experience

·         Experience in the technology or telecom sectors

·         Track record of cross-disciplinary team collaboration, influencing and effective stakeholder management

·         Ability to build compelling product use cases.

·         Ability to effectively resolve complexity and overcome roadblocks to achieve tangible outcomes.

Desired Qualifications:

·         Engineering or Business Degree with 5+ years of related experience.

Notice to Non-U.S. Citizens:Uniti, as a holder of licenses granted by the Federal Communications Commission, is required to notify and to obtain approval from federal regulatory agencies prior to granting certain system/network access to any non-U.S. citizen personnel. Offers of employment extended to non-U.S. citizens are contingent upon receiving the requisite approval from agencies overseeing compliance. Non-U.S. citizens are required to provide Uniti with the personal identifying information required to obtain the necessary approval prior to accessing certain systems and/or Uniti’s network. If you are not a U.S. citizen, please notify your recruiter or contact HR Legal as soon as possible for information on Uniti’s foreign personnel disclosure and approval requirements.

Notice to Applicants: Depending on the position and its job functions, offers of employment may be contingent upon successful completion of certain pre-employment screenings, including but not limited to drug-screen, motor vehicle records check, or other pre-employment screening. All such screenings will be conducted by an external third-party with the Candidate’s written consent and in accordance with federal and state law. Refusal to authorize or submit to a required pre-employment screening may disqualify the candidate from employment. Any misrepresentation during the application or interview process may result in denial of employment, withdrawal of offer, or termination.