Customer Success Manager

Uniti is a premier insurgent fiber provider dedicated to enabling mission-critical connectivity across the United States.

With a steadfast commitment to customer service, operational excellence, and superior network capabilities, Uniti builds, operates and delivers critical fiber-based communications services to connect and empower people and businesses

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The Uniti Solutions Customer Success Manager is responsible for establishing and building customer relationships and promoting customer adoption of our products & solutions. The Customer Success Manager ensures customers are satisfied with their services and are realizing the value of their investment in Uniti. The role proactively engages customers to provide product and feature updates, helps customers increase usage of product features, facilitates product training, and identifies opportunities to deepen and expand customer relationships based on real time insights into customer needs.

The Customer Success Manager also orchestrates issue resolution on behalf of the customer and it is often the primary point of contact working with other teams behind the scenes to deliver on the customer promise. The Customer Success Manager will play a key role in migrating customers to advanced access methods and driving increased uptake of SDWan and UCaaS through a solution focused mindset based on a deep understanding of a customer's unique technical requirements and needs

• o:
  
  The Customer Success Manager will partner closely with Uniti Solutions Sales Executives within their shared geographic regi
• onThe joint Sales and Customer Success team will co-develop customer plans and prioritize opportuniti
• esKey aspects of the role includ
• e:
  
  Proactively engage Elite and Uniti Solutions accounts and develop compelling solution use cas
• es Execute customer check in schedules to ensure the right solutions are top of min
• d.Collaborating with Sales Executives on defining the strategy and vision for key custome
• rs Build a deep understanding of customer needs and challenges and how Uniti's products can add value to the custom
• er Nurture and support customers through regular proactive engageme
• nt Conduct regular customer check ins to build trust, introduce products and features, intervene where there are issues, and consistently achieve high customer satisfacti
• on Articulate compelling product opportunities based on a deep real time knowledge of the customer technical environment and unique issues Initiate opportuniti
• es Partner closely with Sales to ensure the Sales Executive is appropriately positioning such opportunities to drive tangible business value for the custom
• er Partner with Elite Care and Service Delivery to prioritize issu
• es Address the root cause of problems to improve the customer experien
• ce Monitor customer health indicators and build personal relationships with customer stakeholders to flag and preempt issues before they put the customer relationship at ri
• sk Partner with Access Ops teams to prioritize advanced access conversio
• ns Build logical product progression perspectives to ensure high rates of migration to advanced access and uptake of strategic products Increase customer awareness of the benefits of conversions, and facilitate the customer journey through the migration proce
• ss Provide product training to customer users and address issues that limit the number of users while monitoring customer satisfacti
• on Deliver on core Customer Success business KP
• IsDrive high feature adoption and product usa
• ge Deliver against time to first value targe
• ts Drive high customer health scor
• es Maximize customer lifetime value and consistently translate customer knowledge into opportunities to deepen and expand the customer relation sh

• ve:
  
  Customer relationship skills and a solution fo
• cus Experience in expanding adoption at enterprise custom
• ers Understanding of value drivers in recurring revenue business mod
• els Understanding of the SD WAN and UCaaS product suites and road
• mapData and technology orientat
• ion Technical ability to speak to custom
• ers Cross disciplinary collaboration ski
• nts:
  
  Bachelor’s degree and 8+ years professional level experie
• nce.
  4-6 years customer relationship management experie
• nce.
  
  Experience in the technology or telecom sect
• ors.
  
  Track record of cross disciplinary team collaboration, influencing and effective stakeholder managem
• ent.
  
  Ability to build compelling products ca
• ses.
  
  Ability to effectively resolve complexity and overcome roadblocks to achieve tangible outc

• lans
  401K
• Plan Health & Flexible Savings Acc
• ount
  
  Life and AD&D, Spousal Life, Child Life Insurance P
• lans Educational Assistance

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Plan Uniti is an equal opportunity employer. At Uniti, 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, sex, age,…