Customer Relationship Manager
CSG

Boston, Massachusetts

Posted in Manufacturing and Production


This job has expired.

Job Info


21597 Customer Relationship Manager (Open)

Position Type:
Full time

Location(s):
US.TX.Allen.OfficeUS.TX.Remote

Position Pay Range:

This range represents the low and high end of the salary range for this position. Actual salaries will vary based on factors including but not limited to geographical location and experience.
$68,659.00-$109,856.00

Position Details:

CSG is a leader in innovative customer engagement, revenue management, and payments solutions that make ordinary customer experiences extraordinary.
As a flexible first organization, you can find our remote and on-site locations here.

As a Customer Relationship Manager, you will be a customer advocate, helping them effectively engage with CSG's product portfolio. The Customer Relationship Manager is a customer and business SME, responsible for managing all aspects of the interaction with our customer. The role enables CSG to better understand the customer's business and challenges, retain the customer through excellence in customer service, and ultimately drive new business. Learning the customer business enables the Customer Relationship Manager to be a trusted advisor to the customer. The Customer Relationship Manager assists the overall team in delivering revenue against quarterly and annual goals through the knowledge of the customer's business and overall strength of the business partnership.

Essential Job Responsibilities:

Retain and grow revenue. Partner with internal teams to preserve existing streams while also identifying potential opportunities for new features, enhancements, and/or full end-to-end solutions.

  • Develop client portfolios that tell the customer story and outline critical success factors, metrics for success, potential issues, and recommendations for mitigation and success
  • Under guidance from the sales team, may assist the contract process to include support for SOWs, ARs, POs, and OPNs
  • Engage the sales team on the qualification of opportunities for add-on sales
  • Provide customer feedback to internal service, support, product, and development teams on new service initiatives that could be sold to the customer
  • Resolve client questions and disputes on product billing or invoicing
  • Track product license management about compliance and usage

Consult and advise. In collaboration with the account/business leadership team, provide client-specific input to the overall customer strategy and service delivery expectations that drive customer retention and satisfaction based upon measurement and management of Service Level Agreements (SLAs) and Operating Level Agreements (OLAs).
  • Understand customer pain points and collaborate with internal centers of expertise to develop recommendations on how best to leverage our product assets to solve their problems while achieving their goals
  • Understand the customer forecast and strategic plans and engage in dialogue on how they can effectively execute on their business plans
  • Develop and maintain the overall health of the customer account and work to ensure an overall high level of customer satisfaction with the CSG product and service portfolio

Be present. Understand, anticipate, and manage the needs of the customer from both a current and future perspective.
  • Act as a liaison between the client and internal teams when issues are escalated to minimize impact in a timely manner and ensure the appropriate client communication is provided
  • Conduct site visits and lead status meetings
  • Complete business review meetings and establish a regular program of reviews, typically in collaboration with other account leadership
  • Engage in regular and proactive communication on issue resolution and project status
  • Establish Key stakeholder relationships at the executive level
  • Organize and participate in product demonstrations

Customer Business SME. Serve as the main point of contact for the client. Engage the other centers of expertise to collaborate on client problem resolution and solution development.
  • Collaborate with internal developers and SMEs to share the voice of the customer and discuss trade-offs between usability and or higher-level consulting needs from the professional services teams
  • Provide assurance and oversight to customer implementations and changes/enhancements to the product portfolio
  • May at times manage small projects specific to the customer
  • Assist with and support conversions
  • Support after hours on call support, as necessary

Education:
  • Bachelor's Degree in Business, Computer Science, and/or a related field

Experience:
  • 5+ years of product, solutions, and/or technical customer support experience in a comparable environment
  • Must be able to travel up to 40%
  • Established reputation as a high integrity performer
  • Strong Strategic Thinker
  • Excellent verbal and written communication skills
  • Ability to build and maintain relationships with internal/external clients at all levels of the organization as well as consult with the customer and assist them in defining their needs based on product industry knowledge
  • Ability to analyze workflow, evaluate systems, and formulate plans
  • Demonstrated business acumen with the ability to translate business requirements into technical solutions
  • Ability to consult, negotiate, and problem solve while demonstrating strong interpersonal skills

Benefits:

CSG is proud to offer employee-focused benefits that are robust in design and support a wide spectrum of employee well-being needs. Included in our benefits package is your choice of 3 medical plans administered by United HealthCare, MetLife dental, and vision coverage. CSG also offers an Incentive Savings Plan (401k), serviced by Fidelity Investments. CSG makes a dollar-for-dollar Matching Contribution based on the first 5.5% of your eligible pay you contribute as Pre-Tax or Roth After-Tax Contributions. All contributions are immediately 100% vested. At CSG, we recognize the ability to take time away to recharge is important. We offer a US Tiered Vacation Plan for non-exempt (hourly) roles, and a Flexible Vacation plan for all exempt (salaried) employees. For more benefit details, please view: https://online.flippingbook.com/view/854641217/ .

This role is eligible for a bonus opportunity.


This job has expired.

More Manufacturing and Production jobs


South Western Communications, Inc.
Kansas City, Kansas
Posted 24 minutes ago

Pilsbury Law
Nashville, Tennessee
Posted 20 minutes ago

Pilsbury Law
Nashville, Tennessee
Posted 20 minutes ago

Get Hired Faster

Subscribe to job alerts and upload your resume!

*By registering with our site, you agree to our
Terms and Privacy Policy.