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Staff Manager – Customer Success


This is a Full-time position in Boston, MA posted April 8, 2021.

 Description Staff Manager
– Customer Success East RegionAbout the Role: The Staff Manager of Customer Success is a customer-facing role aligned to our large and mid-market enterprise customer segment, driving customer value and success through optimal utilization of Windstream’s products and services.

This is accomplished by ensuring customers realize and experience value from Windstream, monitoring indicators of customer health, addressing customer concerns, and helping them better use our technology/products to meet their corporate goals and objectives.

What You’ll Do:Become the trusted advisor for your team of Customer Success Managers and Windstream customersLead team of Customer Service Managers to build a deep understanding of their customers’ needs and turn them into expert users of Windstream’s products and services Collaborate with operations and sales teams, making sure workflows are in place to ensure customers are satisfiedRespond to inquiries from customers and handle escalationsProactively touch base with Customer Service Managers and customersWork with recurring and one-time outcome focused services packages providing strategic advice as well as help to plan and build marketing campaignsShare thought leadership with customers based on needs resulting in strengthened customer trustKeep accurate records, including documented customer service actions and discussions.Manage risks to customers’ success, identify root causes, define, and activate solutions, and deploy cross-functional support to resolveConfer with customers and engineering partners to assess solution needs, determine system requirements, and manage customer relations by soliciting and capturing feedback and evaluating the data we receiveDo You Have?

Experience working with large and medium enterprise customersExperience leading teamExperience in collaborating and guiding cross-functional teams (e.g.

Sales, Product, Marketing, Service Delivery)An ability to drive team and customer success Effective and confident decision-making skills based on business and financial principlesStrong training / presentation skills.Ability to work closely with the customer and effectively negotiate directly with the customer and internally on their behalfExperience presenting or communicating in a professional environmentEven Better:  Resourceful problem solving, organized and process-orientedAbility to work in a fast paced, dynamic, and structured environmentA good understanding of software and technology solutionsAbility to convey complicated ideas to technical and nontechnical audiencesAnalytical thinkingAn extraordinary understanding of customer service, success, and inbound marketing standard methodologies Qualifications Desired Qualifications:  College degree and 8+ years professional level experience with 3-4 years supervisory experience; or 12+ years professional level related experience with 3-4 years supervisory experience; or an equivalent combination of education and professional level related experience desired.  Primary Location: US-Massachusetts-BostonOther Locations: US-Georgia, US-New York, US-Massachusetts, US-Illinois, US-South CarolinaWork Locations: Boston MA 230 Congress St 230 Congress St 2nd Floor   Boston 02110Job Category: SalesEEO Statement: Windstream is an equal opportunity employer.

At Windstream, we celebrate the authenticity and uniqueness of our people and their ideas.

All qualified applicants will receive consideration for employment without regard to race, color, religion, national  origin, gender, sexual orientation, gender identity, age, disability and veteran status.

The diverse voices of our employees fuel our innovation and our inclusive culture.

Employment at Windstream is subject to post offer, pre-employment drug testing.