Major Customer Success Manager

Job not on LinkedIn

🕒 6 days ago

⛰️ Colorado – Remote

⛰️ Colorado – Remote

⏰ Full Time

🟠 Senior

🔴 Lead

🏆 Customer Success

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Windstream

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 2006

📡 Telecommunications

👥 B2C

Telecommunications • B2C

Windstream is a U. S. internet and telecommunications provider that offers residential fiber broadband, whole‑home Wi‑Fi, TV and phone services under the Kinetic brand. The company markets multiple fiber speed tiers (from entry-level to multi‑gig), professional installation and equipment (eero Wi‑Fi gateways), bundles with wireless and streaming partners, and emphasizes 100% fiber coverage in supported areas, high network reliability, and 24/7 customer support.

📋 Description

• The Major Customer Success Manager assures us customers are satisfied with 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 Major Customer Success Manager also orchestrates issue resolution on behalf of the customer and is often the primary point of contact working with other teams behind the scenes to deliver on the customer’s promise. • Partner closely with Enterprise Sales Executives within their shared geographic region. • The joint Sales and Customer Success team will co-develop customer plans and prioritize opportunities. • Conduct regular customer check-ins to build trust, introduce products and features, intervene where there are issues, and consistently achieve high customer satisfaction. • Address the root cause of problems to improve the customer experience. • Monitor customer health indicators and build personal relationships with customer stakeholders to flag and preempt issues before they put the customer relationship at risk. • Partner with Access Ops teams to prioritize advanced access conversions. • 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 process.

🎯 Requirements

• Bachelor’s degree and 9+ years professional level related experience or an equivalent combination of education and professional related experience. • 3-4 years customer relationship management experience • Experience in the technology or telecom sectors • Track record of cross-disciplinary team collaboration, influencing and effective stakeholder management • Ability to build compelling product use cases. • Ability to effectively resolve complexity and overcome roadblocks to achieve tangible outcomes.