Job Description

Job Description

Job Description

Position Summary :

 

As a Senior Customer Success Manager, you will supercharge the efforts to assist prospects and clients to fully realize business value from the services we deliver. Senior Customer Success Manager activities help clients realize and recognize the business value of planning, budgeting, and road mapping. This role focuses on making a solid promise on the value of our service and ensuring that the client realizes that value as promised.

 

Primary Responsibilities :

 

• Promote all aspects of the WIN approach to delivering value across all service line areas including Managed Services, Professional Services, Technical Services, and Product Resale.
• Guide customer on infrastructure best practices, including the importance and value of aligning to WIN’s standardization, water’s edge on infrastructure and applications, and other key concepts that will help the customer understand how to best attain value from our services.
• Lead discovery sessions with prospects and clients to identify business needs, technology needs, and current state of infrastructure environment. Document all aspects of the discovery sessions to utilize in buildout of solutions, proposals, and SOWs.
• Facilitate the development of solutions by assembling inputs from key contributors including internal technical subject matter experts, procurement, and external partners.
• Construct sales engineering plans that include solution activities and associated labor estimates, product resale components and associated costs, external partner contributions and associated costs, and generic project plan.
• Develop proposals that include clearly articulating solution design elements, connecting solution to targeted business outcomes, offering additional advisory insights, expressing delivery conditions, and positioning pricing.
• Guide the development of SOWs with legal team to ensure that they accurately memorialize the proposal elements.
• Collaborate with sales in presenting proposals and SOWs.
• Support delivery teams by participating in knowledge transfer meetings on won deals.
• Engage and develop meaningful, value-added relationships with key clients across multiple targeted personas including executives, business unit leaders, and technical leaders.
• Organize and drive cadenced meetings with key client personas to continually discover business and technology needs for use in Business, Reviews, IT planning and road mapping, budgeting, and lifecycle management.
• Facilitate development of Business Reviews by assembling inputs from WIN contributors and defining value realization characteristics to assist client to recognize the value of services. Deliver Business Reviews as scheduled.
• Form and deliver IT plans and roadmaps, budgets, and lifecycle management recommendations as scheduled.
• Maintain up to date knowledge of the industry, technical and competitive landscapes.
• Assist in researching and development of new products and services.
• Maintain detailed records in Salesforce CRM and any additional platforms used within WIN.
• Maintain professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, and participating in professional societies.

 

Required Skills:

 

• Strong interpersonal skills
  • Builds meaningful and trusted relationships with clients
  • Builds strong internal relationships with internal partners
  • Listens to, and accurately interprets, client needs
  • Conveys diplomacy, tact, and poise under pressure
• Strong communications skills
  • Documents knowledge gained in conversations with clients and internal partners
  • Leads discovery efforts with insightful questions
  • Advises and consults on best practices
  • Presents solutions, proposals, SOWs, IT plans, Business Reviews, budgets, and recommendations with clarity
  • Conveys in writing and dialog complex technical concepts in a simplified way and as connected to business value impact
  • Shares news on difficult situations candidly and with empathy
• Solution-focused problem-solving skills
  • Seeks understanding of pain points, challenges, and business value impact to truly understand solution domain
  • Solicits input required to assemble solution options
  • Recognizes when to apply standardized solutions and when to seek alternates
  • Exhibits critical thinking, self-motivation, and the ability to deal with ambiguity
• Self-Confidence skills
  • Exudes positivity and respectful persuasiveness
  • Champions personal ideas and readily promotes ideas on which there may be disagreement
  • Displays servant leadership traits
• Technological skills
  • Demonstrates a strong working knowledge of IT infrastructure including desktop & server operating systems, networking, server infrastructure, hosted IaaS (private and public cloud), business continuity and backups
• Client experience skills
  • Advocates with passion for an exceptional client experience
  • Guides client to solutions that truly meets their needs
  • Makes deliberate promises to the client on which WIN can deliver with excellence

 

Additional Desired Skills:

 

• Technological skills including switches, routing, edge computing, advanced business continuity, and advanced cybersecurity

• Experience with delivering services in a professional services environment
• Experience with estimation and proposal development
• Experience with planning and budgeting
• Knowledge of deeper technology concepts such as enterprise architecture, systems architecture, compute workload analysis, cloud migration, AI/ML, IoT, data protection, application integration, application performance management, and orchestration.
• Knowledge of deeper business-oriented methodology such as business process engineering, organizational change management, organizational risk management, roadmap development, and advanced multiyear budgeting.
• Consulting experience or strong understanding of IT infrastructure professional services and managed services business models and marketplace

 

Qualifications and Experience:

 

• 10+ years of experience with technologies directly related to IT infrastructure
• Bachelor’s degree in computer science, MIS, IT, engineering or a related field; or Technical College degree in any form of Information Technology; or demonstrable experiential equivalent
• 5+ years of experience in client-facing roles or activities, ideally all or most within the CSM function
• Able to travel 25% typical and up to 50% peak throughout WI/IA/IL/MN with occasional overnight requirements
• Physical activity consists of driving, normal office work, and utilization of basic office machines and computer equipment

• Valid driver’s license

 

Thriving at WIN:

 

Our work and culture are fueled by our WIN Way Fundamentals. They are who we are and what we do. Some of our favorite WIN Ways include:

 

• Embrace Change and Growth
• Make a Difference
• Do the Right Thing. Always.
• Embrace Diversity
• Show Meaningful Appreciation
• Listen Generously

View all 29 WIN Ways here:

Company Description

Whether it is our cutting-edge technology solutions, collaborative team environment, or commitment to our communities at WIN Technology, Connections Matter.

What connections matter to you? Here at WIN Technology, we connect the Midwest to the globe, communities to life-enhancing services, and our employees and clients to the things that matter to them most. As the only Midwest IT Services provider backed by a wholly owned fiber network, we are growing fast and continuously invest in innovative new offerings and improved services that will help our clients stay ahead of the curve. Every day is filled with opportunities to create solutions and provide meaningful business value for our clients across multiple industries including healthcare, finance, manufacturing, and more.

Our culture is fueled by twenty-nine “WIN Ways” that connect us to each other with a set of values and practices that we live each day. We enjoy challenges, solving problems, working hard, and having fun. Because we want everyone to feel connected to our culture and have the opportunity to work remotely, we offer a well-balanced hybrid approach to togetherness. We encourage our employees to pursue personal and career growth through development programs including leadership training, educational reimbursement, and certifications. While we are highly team oriented, we also recognize and celebrate individual contributions. We embrace a diversity of backgrounds, cultures, and ideas to make our teams even stronger as we grow. By connecting to our communities through volunteering and outreach, we proudly contribute to a wide variety of organizations including Special Olympics, Girls Who Code, United Way, and Feed My People. All employees receive 16 hours of volunteer time off each year, allowing them to give back to the organizations and causes that matter to them most.

WIN Technology – Connections Matter.

Company Description

Whether it is our cutting-edge technology solutions, collaborative team environment, or commitment to our communities at WIN Technology, Connections Matter.\r\n\r\nWhat connections matter to you? Here at WIN Technology, we connect the Midwest to the globe, communities to life-enhancing services, and our employees and clients to the things that matter to them most. As the only Midwest IT Services provider backed by a wholly owned fiber network, we are growing fast and continuously invest in innovative new offerings and improved services that will help our clients stay ahead of the curve. Every day is filled with opportunities to create solutions and provide meaningful business value for our clients across multiple industries including healthcare, finance, manufacturing, and more. \r\n\r\nOur culture is fueled by twenty-nine “WIN Ways” that connect us to each other with a set of values and practices that we live each day. We enjoy challenges, solving problems, working hard, and having fun. Because we want everyone to feel connected to our culture and have the opportunity to work remotely, we offer a well-balanced hybrid approach to togetherness. We encourage our employees to pursue personal and career growth through development programs including leadership training, educational reimbursement, and certifications. While we are highly team oriented, we also recognize and celebrate individual contributions. We embrace a diversity of backgrounds, cultures, and ideas to make our teams even stronger as we grow. By connecting to our communities through volunteering and outreach, we proudly contribute to a wide variety of organizations including Special Olympics, Girls Who Code, United Way, and Feed My People. All employees receive 16 hours of volunteer time off each year, allowing them to give back to the organizations and causes that matter to them most.\r\n\r\nWIN Technology – Connections Matter.

Job Tags

16 hours, Work at office, Remote work, Night shift,

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