Customer Outcomes Manager

Company: Flexential
Location: Hartford
Posted on: May 5, 2021

Job Description:

Job Description: The primary responsibility of the Customer Outcomes Manager is to provide knowledge, product and technical support to our customers, to ensure they are achieving their desired outcomes. They will partner with our Customer Success Managers (CSM) and provide expertise while driving resolution to customer technical issues and requests. Serving as the technical champion for the Customer Success Team (CX), in this role you will function as a cross-functional solution enabler and drive customer experience improvements throughout the customer journey. With the ultimate goal to support the delivery of first-in-class experiences to our customers, this role requires you to be technically proficient and have the passion to solve customer problems. You will align internal resources at all levels, maintaining the necessary level of urgency and coordinate those internal resources to successfully engage with customers. This role requires a unique blend of being technically savvy, ability to obtain stakeholder engagement and drive actions, thinking out of the box and being extremely polished with customers. While we prefer Charlotte, NC and Denver, CO based candidates, we are also open to Remote candidates (Anywhere USA). Key Responsibilities and Essential Job Functions Cross-functional request/issue resolution + Assist the CX Team in problem evaluation and resolution, recommending courses of action to deliver successful outcomes for customers. + Work cross-functionally with all internal teams to lead satisfactory and timely resolution of assigned customer issues or requests. This includes bridging the gaps between all internal teams, and 3rd party vendors, when there is no single owner. + Be the customer advocate to maintain alignment and engagement while solving issues. Customer Experience Improvements + Track all issues and requests to properly document use cases. + Recommend improvements and partner with internal teams (eg CX team, Service Management, Ops, Platform, Portal) to implement changes that will positively impact the customer experience delivery and future retention. Customer Success Support + Be the Customer Success technical champion, supporting CSMs in complex technical activities and interactions that are not Solution Engineering owned, including supporting product lifecycle processes, platform upgrade requirements and documentation. + Support technical requests from customers that are "consultative" in nature (not sales/pre-sales). Handle capability questions that are platform/product/reporting/portal related. + Support CSM's with complex technical activities and interactions with our customers. + Support the Product Development Lifecycle including platform upgrade requirements and documentation. + Build documentation and customer facing knowledge-base content. Required Qualifications + Technical background with 5+ years of experience with Cloud and Managed Services. + 5+ years in a customer-facing role, with demonstrated exceptional communications capabilities. + Experience breaking down ambiguous problems into manageable components and driving resolution. + Ability to grasp customers' needs and requirements. + Track record of building relationships and collaborating at all levels of the organization. + Experience with process and policy improvements. + Demonstrated ability to manage multiple initiatives at a time while paying rigorous attention to details and deliver results, such as driving resolution, customer satisfaction, retention and expansion. + Practical knowledge of MS Office, Service Now, Salesforce. Base Pay Range : Annualized salary range offered for this position is estimated to be $90,000 -$135,000, however, the actual pay range depends each candidate's experience, location and qualifications. Variable Pay : Discretionary annual bonus, based on personal and company performance. Benefits of working at Flexential: + Medical, Telehealth, Dental and Vision + 401(k) + Health Savings Accounts (HAS) and Flexible Spending Accounts (FSA) + Life and AD&D + Short Term and Long Term disability + Unlimited Paid Time Off (PTO) + Leave of Absence + Employee Assistance Program + Wellness Program + Rewards and Recognition Program Benefits are subject to change at the Company's discretion Flexential offers flexible and essential services that help organizations optimize their journey of IT transformation while simultaneously balancing cost, scalability, compliance and security. The company, co-headquartered in Charlotte and Denver, is committed to building trusted relationships and delivering tailored solutions that suit the individual needs of its customers. Flexential is deeply invested in the success of its customers, who trust it to deliver core data center solutions of colocation and connectivity, as well as, cloud, managed solutions and professional services. Flexential's robust suite of assets spans 21 markets and comprises 40 highly redundant and connectivity-rich data centers. For more information on Flexential, please visit . Flexential is a registered trademark of the Flexential Corp. Follow Flexential on LinkedIn (), Twitter (), Facebook () and YouTube () . All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status.

Keywords: Flexential, Hartford , Customer Outcomes Manager, Executive , Hartford, Connecticut