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Customer Success Manangement - Associate Customer Success Manager

Stratix Corporation

Stratix Corporation

Customer Service, Sales & Business Development
Norcross, GA, USA
Posted on Friday, May 10, 2024

Stratix Corporation is the trusted advisor for many industry-leading global enterprises, offering the most comprehensive managed services portfolio to help companies operationalize and realize the full value of their mobile investments. Our passion is partnering with businesses to operationalize their mobile investments with high-value services that drive competitive differentiation.

Position Summary

Stratix thrives on the success of our customers, and we are looking for a customer obsessed, Associate Customer Success Manager. We need energetic, growth-focused, and results-driven Associate Customer Success Managers to engage, retain, and enable Stratix’s enterprise customers to fully utilize Stratix’s Services to achieve their mobility business outcomes. We need a smart, roll-up your sleeves, “anything to get the job done” problem solvers who are looking to make an immediate impact and grow within our rapidly expanding company.

Job Responsibilities

  • Support CSM/Senior CSM on enterprise accounts.
  • Independent ownership of medium to small accounts.
  • Track and report on contractual SLAs, including MOC and LCM incident rates and any potential overages.
  • Host regular cadence customer calls.
  • Spearhead internal service calls to ensure service has what they need to move devices through service into Spare Pool.
  • Evaluate and prioritize customer issues and queries to better serve the customers and drive issue resolution.
  • Conduct end user training in Stratix’s proprietary asset management software (itrac).
  • Host Quarterly Business Reviews with Customers.
  • Build strong Customer relationships by exhibiting empathy, listening actively, presenting in an engaging manner, and communicating effectively.
  • Play a key role working with the Customer Success team to create and maintain a culture of data-driven continuous improvement.
  • Offer complete and timely explanations to customers throughout the incident resolution process and ensure that customers’ staff fully understand issue, its resolutions and means for prevention.
  • Build solid partnerships across the organization and work collaboratively with other teammates to advocate on behalf of customer needs/issues cross-departmentally.
  • Develop expertise in Stratix services in order to provide expert solutions to complex customer problems in a timely manner.

Job Requirements

  • BA/BS Degree required
  • 1+ years of experience in a data analysis and/or customer facing role
  • Proficiency in Microsoft Office, expert Excel skills essential including but not limited to VLOOKUP/XLOOKUP, Pivot, Build charts/graphs and data massaging
  • Analytical and logical ability to understand business workflows and how they map to Stratix services.
  • Excellent written and verbal communication skills and the ability to persuade with data
  • Exceptional time management, prioritization, and multitasking skills and ability to adjust priorities on-the-fly.
  • Ability to function well in a fast-paced, informal environment where constant change is the norm, the bar for quality is set high, and a can do attitude is a must.
  • Continuous improvement mindset with internal/external customer-centric approach.
  • Ability to take ownership, be accountable, and receptive to coaching but also work independently, with a willingness to offer solutions to business challenges.
  • Logistics experience with Oracle and ServiceNow systems preferred
  • Creative, positive, and high-energy individual with hands-on mentality
  • Stratix is based in Norcross, GA.