Job Description

PURPOSE OF THIS JOB

The Customer Success Manager's purpose is to own and communicate the “state of our customer accounts” so we can steward TengoInternet’s relationship with all of our customers and fulfill our mission of Connecting our Customers for Success. The Customer Success Manager has the principal responsibility of proactively ensuring the alignment, satisfaction, retention and growth of our customer base, ambassadors, and team according to the TengoInternet Core Values.

POSITION OVERVIEW

The Customer Success Manager is responsible for managing TengoInternet’s customer advocacy and proactive customer support services. This individual will work to develop a strong rapport with customers through a regular cadence of communications and service touch points. The Customer Success Manager is responsible for, and will own the relationship with assigned customer accounts. The Customer Success Manager will report to the CSM Team Manager and is accountable for account retention/expansion, customer satisfaction, and delivering business outcomes for select customer accounts.  The Customer Success Manager serves as the integration point between the company’s sales, account management, customer support and accounting functions. As such, this individual will work with the CSM Team Manager to identify predictive insights into future opportunities to better serve our clients or address potential service outages, interruptions and/or sub-optimal network performance.

Key KPIs include:

• Account Plan Completion
• Opportunity Generation
• Customer Profitability
• Customer Retention
• NPS

SKILLS AND COMPETENCIES

• Customer Engagement
• Technology Solutions Proficiency 
• Customer Insight Data Analysis
• Customer Lifecycle Analysis

RESPONSIBILITIES

Account Conversations (Plan/Renewal Case Management)

• Take full accountability and responsibility for stewardship, relationship, revenue retention and expansion of accounts managed. Report, on a recurring basis, the revenue retention and expansion results and other key metrics for these accounts.
• Manage the customer lifecycle for the accounts supported. This includes, but is not limited to, utilizing best practices concerning kick-off calls, implementation, adoption, outcome achievement, benchmarking and milestones, quarterly business reviews (QBR’s), and customer renewal activities.
• Customer Success Manager is required to travel up to 25% of the time visiting key customers, trade shows, training, and industry events.

Staff Development

• Engage in ongoing performance management reviews with the CSM Team Manager (weekly 1:1s and quarterly performance reviews).

Cross-Company Alignment

• In partnership with the CSM Team Manager, participate in ongoing strategic discussions regarding CSM Department alignment with the company
• Use Tengo’s established and evolving project management tools and methodologies to track tactical and strategic priorities.
• Execute CSM Team operations including continuous improvement process optimization efforts. 
• Collaborate between CSM team and service delivery, IT, accounting, marketing, and support teams.

Opportunity Management

• Coordinate with Sales and Business Development on a regular basis to ensure understanding of account growth.
• Engage in strategic conversations (EBR’s or QBR’s) with executive sponsors to ensure business objectives are continually being met.
• Conduct on-site visits to accounts as necessary.

Admin, Zendesk and Sugar Standards Management

• Determine and discuss with CSM Team Manager which (if any) select accounts are at risk of attrition. Implement effective strategies to mitigate potential customer attrition.

ABOUT TENGO

TengoInternet is the premier provider of internet and WiFi solutions to campgrounds, state parks, RV parks, and outdoor malls throughout North America. The company serves its customers, employees (called Ambassadors), vendors, and stakeholders by being a values-driven, mission-minded organization to “Connect People for Success!”