Global Customer Success Senior Manager - Network - AMER

Job description

Position Title: Customer Success Senior Manager Location: Dallas or Austin, TX (Hybrid) Your role: Leads the end-to-end holistic delivery of the overall operational service for our strategic customers, across our internal functions, processes, and people to enable effective and seamless service excellence with customer success at the heart of our culture. What you’ll do: Accountable for overall post sales customer health for in scope customers across Adhere to the QHSSE Responsibility Matrix Participates in the Global Customer Success community. Interface with Operations Management Team and contributes actively beyond the own responsibility areas - Client Engagement – Meeting cadence, attendance, frequency - Service Management – SLA attainment including implementation and support risk. - Financial Health – Aged debt and churn risk - Product utilization – Customer consumption and awareness gap - Leading regular customer facing service reviews with reporting aligned to the contractual and DLR standards. - Increase customer awareness of organization changes, new and existing Product bulletins and System, process & policy changes. - Contractual SLA attainment tracking including SLA pen...