Senior Customer Success Manager

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🔥 0 minutes ago

🌵 Arizona, Nevada, +1 more states – Remote

🌵 Arizona – Remote 🎰 Nevada – Remote 🤠 Texas – Remote

⏰ Full Time

🟠 Senior

🏆 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 Customer Success Manager will partner closely with Uniti Solutions Sales Executives within their shared geographic region • The joint Sales and Customer Success team will co-develop customer plans and prioritize opportunities • Proactively engage Elite and Uniti Solutions accounts and develop compelling solution use cases • Execute customer check in schedules to ensure the right solutions are top of mind. • Collaborating with Sales Executives on defining the strategy and vision for key customers • Build a deep understanding of customer needs and challenges and how Uniti's products can add value to the customer • Nurture and support customers through regular proactive engagement • Conduct regular customer check ins to build trust, introduce products and features, intervene where there are issues, and consistently achieve high customer satisfaction • Articulate compelling product opportunities based on a deep real time knowledge of the customer technical environment and unique issues • Initiate opportunities • Partner closely with Sales to ensure the Sales Executive is appropriately positioning such opportunities to drive tangible business value for the customer • Partner with Elite Care and Service Delivery to prioritize issues • 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 • Provide product training to customer users and address issues that limit the number of users while monitoring customer satisfaction • Deliver on core Customer Success business KPIs • Drive high feature adoption and product usage • Deliver against time to first value targets • Drive high customer health scores • Maximize customer lifetime value and consistently translate customer knowledge into opportunities to deepen and expand the customer relationship

🎯 Requirements

• Bachelor's degree and 8+ years professional level experience. • 4-6 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 products cases. • Ability to effectively resolve complexity and overcome roadblocks to achieve tangible outcomes