Customer Relationship Manager Lead

As a customer advocate, you will succeed by helping them effectively engage with CSG’s product portfolio. The role is a customer and business SME, responsible for managing all aspects of the interaction with our customer. The role enables CSG to better understand the customer’s business and challenges, retain the customer through excellence in customer service, and ultimately drive new business. Learning the customer business enables the role to be a trusted advisor to the customer. Executed correctly, the role assists the overall team in delivering revenue against quarterly and annual goals through the knowledge of the customer’s business and overall strength of the business partnership.

We are looking for a Customer Relationship Manager Lead who will:

Retain revenue. Partner with the Sales and Solution Architecture teams to preserve the existing streams while providing input on potential opportunities for new features, enhancements, and/or full end-to-end solutions.

• Develop client portfolios that tell the customer story, and which outline critical success factors, metrics for success, potential issues, and recommendations for mitigation and success.
• Under guidance from the sales team, may assist the contract process to include support for SOWs, ARs, POs, and OPNs.
• Engage the sales team in the qualification of opportunities for add-on sales.
• Provide customer feedback to internal service, support, product, and development teams on new service initiatives that could be sold to the customer.
• Resolve client questions and disputes on product billing or invoicing.
• Track product license management regarding compliance and usage.

Consult and advise. In collaboration with the account/business leadership team, provide client-specific input to the overall customer strategy and service delivery expectations that drive customer retention and satisfaction based upon measurement and management of Service Level Agreements (SLAs) and Operating Level Agreements (OLAs).

• Understand customer pain points and collaborate with internal centers of expertise to develop recommendations on how best to leverage our product assets to solve their problems while achieving their goals.
• Understand the customer forecast and strategic plans and engage in dialogue on how they can effectively execute their business plans.
• Develop and maintain the overall health of the customer account and work to ensure an overall high level of customer satisfaction with the CSG product and service portfolio.
• Resolve both current and potential issues.

Be present. As a key customer advocate, understand, anticipate, and manage the needs of the customer from both a current and future perspective.

• Act as a liaison between the client and internal teams when issues are escalated to minimize impact in a timely manner and ensure the appropriate client communication is provided.
• Prioritize and drive resolution on escalated tickets on behalf of the customer.
• Conduct site visits and lead status meetings.
• Complete quarterly business review meetings and establish a regular program of reviews, typically in collaboration with other account leadership.
• Engage in regular and proactive communication on issue resolution and project status.
• Assist with global product issues, recovery, and client communication including after action summaries.
• Organize and participate in product demonstrations.
• Communicate impacting change events.

Customer Business SME. Serve as the main point of contact for the client. Engage the other centers of expertise to collaborate on client problem resolution and/or solution development, as appropriate.

• Collaborate with internal developers and SMEs to share the voice of the customer and discuss trade-offs between usability and or higher-level consulting needs from the professional services teams.
• Provide assurance and oversight to customer implementations and changes/enhancements to the product portfolio.
• May at times manage small projects specific to the customer.
• Provide assistance and support for conversions.
• Support after hours on call support, as necessary.

Is this opportunity right for you? We are looking for candidates who have:

• Bachelor’s degree in business, computer science, related field or equivalent experience
• 12+ years of product, solutions, and/or technical customer support experience in a comparable environment
• Established reputation as a high integrity performer
• Strong issue management skills
• Ability to travel up to 20% of the time
• Ability to manage small to medium-sized projects from start to finish with a high level of customer satisfaction
• Excellent verbal and written communication skills
• Ability to build and maintain relationships with internal/external clients at all levels of the organization as well as consult with the customer and assist them in defining their needs based on product industry knowledge
• Ability to analyze workflow, evaluate systems, and formulate plans
• Demonstrated business acumen with the ability to translate business requirements into technical solutions
• Ability to consult, negotiate, and problem solve, while demonstrating strong interpersonal skills
• Ability to read, write, speak and understand the English language in a business environment.