Sr Manager, Customer Success 

The Role: 

The ideal candidate for the Sr Manager of Customer Success will possess strong customer management skills with the keen ability to prioritize the right inputs and outputs to deliver value and growth. They will lead the team to manage multiple workflows in a fast-paced work environment and actively participate in continuous improvement initiatives. The Sr. Manager will be responsible for tracking CSM deliverables, handling escalations from customer/internal teams and maintaining management outreach with our customers. 

Responsibilities: 

The key fundaments of Customer Success Management and Leadership are planning, organizing, staffing, leading, coordinating, reporting, and budgeting. These essential pillars are a part of a body of practices and theories to manage successfully. Other key fundaments and responsibilities are as follows: 

• Ensure that all team members clearly understand the companys vision and goals for customer experience and their respective contributions.
• As required, lead and design long-term account plans, collaborate effectively with cross-functional teams, and drive customer success
• Ensure that CSMs conduct Quarterly Business Reviews with customers and other strategic client meeting requested by customers.
• Conduct quarterly account Lifecycle Management audits to verify the state of the account is properly aligned with service management policies.
• Participate in Problem management process calls and provide guidance and advice to ensure timely communication of RCA and permanent solution.
• Establish and maintain trusted customer relationships, identify opportunities, and solicit feedback to drive service improvement and customer satisfaction.
• Responsible for tracking and securing contract renewals.
• Manage escalations effectively and ensure continuous feedback is being provided to team.
• Build trusted relationships with both internal & external teams to ensure timely resolution of escalations and high priority issues.
• Responsible for maintaining a high performing team and minimizing attrition.
• Be innovative and drive service management and business improvements.
• Drive Organization Mission and Vision at team level.
• Responsible for consistently improving customer satisfaction and referenceability.
• Work supportively with colleagues, operating in a manner that is consistent with 11:11’s Code of Business Ethics and Company Values 
• Responsibly receive, transmit, and handle company data and information per Company data handling agreements, work procedures and policies

• Review and follow company policies and guidelines, data privacy practices, including annual compliance training certification and policy acknowledgements.
• Additional duties as assigned

Qualifications: 

This individual has a customer-centric and team-centric mindset. They demonstrate the ability to create a shared vision, inspire collaboration, and drive change with momentum. This individual has a strong background in customer service, customer strategy, process improvement, and performance management. This individual has a proven ability to manage many ongoing projects and navigate change with a leadership mindset. 

• Bachelors degree in Computer Science, Engineering, or a related field or equivalent work experience.
• 12+ years of professional IT experience with at least 7 years of people & team management experience related to Enterprise Architecture/Engineering within complex environments.
• At least one professional certification (e.g. ITILv3, TOGAF, PRINCE2 etc.), or equivalent demonstrable skills and experience.
• Working understanding of ITIL and Service Management.
• Native or fluent bilingual abilities in English-Japanese 
• Hands-on experience with a plus.
• Skilled in MS Excel, Visio, MS Word & PowerPoint.
• Ability to take a leading role in complex engagements.
• Ability to lead effectively and calmly internal and customer technical staff through. crisis events and escalations.
• Must be legally eligible to work without visa sponsorship 

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed in this job description are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions.