Job Description

Position: Customer Success Manager

Reports To: Director of Customer Success

FSLA: Exempt

Office Designation: In-office, Hybrid or Remote (locations include: Stamford, CT, NYC, Elmwood Park, NJ, Mt. Holly, NJ, Reading, PA)

The Customer Success Manager (CSM) serves as the primary point of contact for Omega’s customers, responsible for fostering and sustaining long-term relationships with them. A CSM will be responsible for communicating with department heads to ensure continuous compliance with the published Service Level Agreement (SLA) and maintaining the highest level of customer satisfaction.

Key Responsibilities:

• Communicate regularly with customers to gauge satisfaction and proactively identify their evolving needs.
• Develop and maintain strategic relationships at multiple levels within the customer's organization, including C-level engagement.
• Serve as a trusted advisor, actively keeping customers informed about the latest trends and potential considerations within their technology landscapes, ensuring they understand the risks associated with their environments and the benefits of their support agreements.
• Facilitate and track Technical Business Reviews (TBRs) and other strategic meetings to proactively manage the service experience and address potential churn.
• Manage and facilitate a resolution with the Service Desk Team on escalated service issues, ensuring the highest level of service delivery.
• Develop comprehensive technology plans and budgets that align with customers' short- and long-term business and technology goals.
• Oversee and participate in Project Kickoff calls, collaborating closely with the Project Management Team to ensure alignment on project goals, responsibilities, and timelines.
• Maintain documentation of all customer interactions in the designated tools.
• Work closely with service departments and internal teams to budget, solicit, and manage resources effectively.
• Conduct basic technical consultancy regarding Omega products and assist in forecasting future technological needs and budgeting.
• Identify customer opportunities and collaborate with AM's to expand Omega’s reach and service utilization.
• Leverage customer relationships for prospect and industry references.
• Track and report success plans for customers using net promoter score (NPS) metrics and other customer data.
• Coordinate with Solutions Architects (SAs) to meet customer needs effectively while managing expectations to avoid overloading or missing deadlines.
• Coordinate with internal departments to ensure solution viability and customer satisfaction.
• Conduct quality assurance checks post-implementation, ensuring all service agreements align with customer expectations and company standards.
• Perform monthly ticket reviews and participate in creating and reviewing audits of customer technologies as part of TBRs.
• Maintain a robust understanding of all Omega product offerings and continuously align these with customer business needs.
• Act as a conduit between Accounting and customers to resolve billing issues and communicate any holds on account services effectively.

Qualifications:

• 3-5 years’ experience in customer success or account management, preferably in a technology, MSP or service-driven business.
• Prior experience working with Professional Service Automation (PSA) or relevant ticketing systems such as ConnectWise or Service Now.
• Strong interpersonal and communication skills with a proven track record for building relationships.
• Analytical and strategic thinking capabilities, adept at problem-solving.
• Technical acumen with an understanding of IT infrastructure, cloud solutions, and cybersecurity.
• Bachelor’s degree in Business, Management, IT, or a related field is preferred but not required.
• Preference will be given to candidates with previous experience in Financial Services and/or Healthcare.

Environmental: The job operates in a professional office environment. This role routinely utilizes standard office equipment, including computers and phones.

Travel Requirements: Travel is required for this position.

Benefits:

• Heath Insurance
• Dental Insurance
• Vision
• 401(K) plus employer match
• Life Insurance & Accidental Death and Dismemberment
• Employee Assistance Program
• Additional ancillary benefits to select from
• Paid Time Off, Paid Company Holidays, Floating Holiday and your Birthday is a Holiday

EEO STATEMENT

The Company's policy provides equal employment opportunities for all applicants and employees. Omega Systems provides equal employment opportunities to all qualified individuals without regard to actual or perceived race including hair texture and natural hair styles), color, religion, religious creed (including religious dress and religious grooming practices), sex (including pregnancy, perceived pregnancy, childbirth, breastfeeding, or related medical conditions), gender, gender identity (including transgender identity, status and transitioning), gender expression and sex stereotyping, national origin, ancestry, citizenship, age, physical or mental disability, legally protected medical condition or information (including genetic information), family care or medical leave status, military caregiver status, military status, veteran status, marital status, domestic partner status, sexual orientation, status as a victim of domestic violence, sexual assault or stalking, enrollment in a public assistance program, engaging in protected communications regarding employee wages, requesting a reasonable accommodation on the basis of disability or bona fide religious belief or practice, or any other basis protected by local, state, or federal laws. Applicants, as well as employees who are or have become disabled, must be able to perform the essential job functions with or without reasonable accommodation. The Company shall determine reasonable accommodation on a case-by-case basis in accordance with applicable law.

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