Customer Success Leader Jobs in USA | Cortavo Career

Job Overview: The Customer Success Leader is a critical role in the Cortavo organization with a focus on Cortavo’s managed services customers. This role will be responsible for developing, implementing, and refining the Cortavo customer experience.

The Customer Success team is tasked with developing positive customer experiences, fosters relationships with our existing customers, and works with the customer and support teams to improve the overall quality of productivity within our customer environments. We’re aiming to achieve a customer experience that’s more than metrics, but provides thoughtful updates to the customer’s productivity, IT business suites, and other activities to help with longevity of our contracts.

High level activities will include process improvements, process development, working with customers to hold business reviews, working with and developing processes to help improve our overall customer experience by suggesting improvements to workflow and ticket resolution.

This role reports to the Vice President of IT Operations.

Responsibilities:

Develop and maintain processes and procedures for customer success Onboarding and onboarding processes Development of processes for continuous improvement within our customer organizations to adopt best practices Watch and maintain reporting for customers Identify support trends within our service desk team Executive reporting of existing customers and their impact to the support organization Project management of internal and external IT projects Management of Customer Success team members, indirect management of the Service Desk Analyst and Service Desk Engineering teams.

Maintain a deep understanding of the Cortavo products and services, introduce concepts for new services to existing customers, work with Account Executives to deliver new products and services when they become available.

Monitor and facilitate the customer’s adoption of the Cortavo service, work with customers to introduce them to new technologies and concepts. Line up resources to assist with training customers on new and innovative ways for them to do business.

Provide customer with monthly touchpoints, quarterly technology improvement plans (success plans).

Develop processes and procedures around all customer touchpoints. Onboarding, ongoing touchpoints, renewal touchpoints.

Develop strategies to improve overall resolution of customer issues. Research trends occurring in tickets as an aggregate to determine where improvements can be made to recurring tickets.

Develop strategies for implementing a better customer experience during onboarding with a target goal for 30 day onboarding period to be continually reduced.

Develop strategies for retaining customers and committing a renewal rate of 80%+ of our existing customers. Document and develop internal processes and procedures related to duties and responsibilities for the Customer Success team.

Required Skills & Qualifications Bachelor’s degree in a related field 10+ years IT experience with experience in Service Delivery and IT Management Proficiency in Microsoft Office Suite, particularly Microsoft Excel Experience with help desk ticketing systems (Autotask) Empathy for customer when delays or issues occur Exceptional written and verbal communications Above-par working capacity, to work in small and large projects with great attention to detail. Ability to manage time effectively Strong multi-tasking skills Additional Qualifications Possess a track record of managing the customer expectations, customer lifecycle throughout contract terms, and renewal negotiation IT hardware, software, and managed services technology experience a plus 1-3 years of experience working in IT service teams (MSP / NOC team environment) Project Management Professional What do we use for technology Autotask & Salesforce Microsoft 365 and Google Workspace Cisco Meraki, Cisco Small Business VMware Monday.com At Aventis Systems, Inc we believe in rewarding our employees for their hard work and loyalty, which is why our company culture is built on recognition through generous perks, incentives, and awards including the following.Benefits and perks: Unlimited paid time off (PTO) Full-time employees are eligible to elect medical, dental, and vision insurance Employee Assistance Program Aventis Education

  • Student Debt Relief Program Aventis Fit
  • Free Fitness Program (Gym access and Personal Training) Aventis Kids
  • Child Care Expense Relief Program AJob Overview: The Customer Success Leader is a critical role in the Cortavo organization with a focus on Cortavo’s managed services customers. This role will be responsible for developing, implementing, and refining the Cortavo customer experience.

    The Customer Success team is tasked with developing positive customer experiences, fosters relationships with our existing customers, and works with the customer and support teams to improve the overall quality of productivity within our customer environments. We’re aiming to achieve a customer experience that’s more than metrics, but provides thoughtful updates to the customer’s productivity, IT business suites, and other activities to help with longevity of our contracts.

    High level activities will include process improvements, process development, working with customers to hold business reviews, working with and developing processes to help improve our overall customer experience by suggesting improvements to workflow and ticket resolution.

    This role reports to the Vice President of IT Operations.

    Responsibilities:

    Develop and maintain processes and procedures for customer success Onboarding and onboarding processes Development of processes for continuous improvement within our customer organizations to adopt best practices Watch and maintain reporting for customers Identify support trends within our service desk team Executive reporting of existing customers and their impact to the support organization Project management of internal and external IT projects Management of Customer Success team members, indirect management of the Service Desk Analyst and Service Desk Engineering teams.

    Maintain a deep understanding of the Cortavo products and services, introduce concepts for new services to existing customers, work with Account Executives to deliver new products and services when they become available.

    Monitor and facilitate the customer’s adoption of the Cortavo service, work with customers to introduce them to new technologies and concepts. Line up resources to assist with training customers on new and innovative ways for them to do business.

    Provide customer with monthly touchpoints, quarterly technology improvement plans (success plans).

    Develop processes and procedures around all customer touchpoints. Onboarding, ongoing touchpoints, renewal touchpoints.

    Develop strategies to improve overall resolution of customer issues. Research trends occurring in tickets as an aggregate to determine where improvements can be made to recurring tickets.

    Develop strategies for implementing a better customer experience during onboarding with a target goal for 30 day onboarding period to be continually reduced.

    Develop strategies for retaining customers and committing a renewal rate of 80%+ of our existing customers. Document and develop internal processes and procedures related to duties and responsibilities for the Customer Success team.

    Required Skills & Qualifications Bachelor’s degree in a related field 10+ years IT experience with experience in Service Delivery and IT Management Proficiency in Microsoft Office Suite, particularly Microsoft Excel Experience with help desk ticketing systems (Autotask) Empathy for customer when delays or issues occur Exceptional written and verbal communications Above-par working capacity, to work in small and large projects with great attention to detail. Ability to manage time effectively Strong multi-tasking skills Additional Qualifications Possess a track record of managing the customer expectations, customer lifecycle throughout contract terms, and renewal negotiation IT hardware, software, and managed services technology experience a plus 1-3 years of experience working in IT service teams (MSP / NOC team environment) Project Management Professional What do we use for technology Autotask & Salesforce Microsoft 365 and Google Workspace Cisco Meraki, Cisco Small Business VMware Monday.com At Aventis Systems, Inc we believe in rewarding our employees for their hard work and loyalty, which is why our company culture is built on recognition through generous perks, incentives, and awards including the following.Benefits and perks: Unlimited paid time off (PTO) Full-time employees are eligible to elect medical, dental, and vision insurance Employee Assistance Program Aventis Education
    Student Debt Relief Program Aventis Fit
    Free Fitness Program (Gym access and Personal Training) Aventis Kids
    Child Care Expense Relief Program Aventis Mobile
    Cell Phone Plan Aventis Auto Program (Employer-sponsored Tesla vehicle) Aventis Flights
    Round Trip domestic airline tickets Aventis Entertainment: Smart TV (home installation included) and 2 Streaming Service Subscriptions Join a company that believes in merit-based rewards and recognition. Learn more at www.aventissystems.com. Company mission: To work relentlessly with IT professionals to make their jobs easier; provide sound advice to meet technical and budgetary requirements; give peace of mind regarding infrastructure and cloud investments; and offer an exceptional customer experience from start to finish.

    ventis Mobile

  • Cell Phone Plan Aventis Auto Program (Employer-sponsored Tesla vehicle) Aventis Flights
  • Round Trip domestic airline tickets Aventis Entertainment: Smart TV (home installation included) and 2 Streaming Service Subscriptions Join a company that believes in merit-based rewards and recognition. Learn more at www.aventissystems.com. Company mission: To work relentlessly with IT professionals to make their jobs easier; provide sound advice to meet technical and budgetary requirements; give peace of mind regarding infrastructure and cloud investments; and offer an exceptional customer experience from start to finish.
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