Customer Success Manager

Position Title: Customer Success Manager

Location: DACH

Language Skills (Essential): German and English

About GTT:

GTT provides secure global connectivity, improving network performance and agility for your people, places, applications, and clouds. We operate a global Tier 1 internet network and provide a comprehensive suite of cloud networking and managed solutions that utilize advanced software-defined networking and security technologies.

We serve thousands of businesses with a portfolio that includes SD-WAN and other WAN services, internet, security, and voice services. Our customers benefit from a customer-first service experience underpinned by our commitment to operational excellence. For more information on GTT, please visit www.gtt.net.

Role Summary:

The Customer Success role is a key component of GTT’s effort to ensure that everything we do is focused on our customers. This role builds a deep understanding of the customer’s priorities and assures that they are receiving the value they expect. You will build lasting relationships with our most important clients from successful launches to identification of new use cases, and ongoing strategic support that increases satisfaction, maximizes the GTT experience and ultimately drives revenue retention and growth.

As a Customer Success Manager, you will support the most valued and strategic customers and ensure each is achieving business value for every stage of their lifecycle. You will work as part of the account team to assure effective communication and partnership with your customers. You will serve as a customer guide, helping them navigate through the entire customer journey and serve as a key “Voice of the Customer”, advocating for the customer to assure internal alignment and complete issue resolution while building loyalty and trust to drive retention and lifetime value. As services come up for renewal, you’ll be a key team member developing and implementing the strategy to assure retention.

You will have excellent working relationships with other representatives of GTT who will be active within their account(s). Specifically, a strong collaborative partnership with the Sales, Support, Services and Product teams will be key to this role. You are the voice of the customer within GTT, ensuring your customers can see value each day across the products and services they use.

Job Scope:

The Customer Success Manager will be interacting daily with Account Management, Sales Operations & Service Delivery. The successful applicant will have a proven track record with managing large or strategic account customer base.

Duties and Responsibilities:

• Be a pillar of effective communication establishing relationships with peers and customers.
• Proactive engaged with customers throughout their lifecycle as a GTT customer.
• Serve as the single point of contact, ensuring satisfactory resolution of issues including coordination of cross-departmental GTT resources (e.g., Service Assurance, Service Delivery) for the customer, helping to direct issues to the appropriate internal teams.
• Provide new client onboarding, with an introduction to customer portal, key processes and first invoice review.
• Highly engaged in customer issue resolution and handling escalations in real time with appropriate team to avoid further management involvement.
• Supportive in Billing Dispute management allowing successful collections.
• Calculate ETL waiver and prevention of suspensions
• Understanding if customers have additional upsell opportunities in regards to GTT products and services.
• Develop understanding of customer priorities and challenges, helping them see shared success.
• Focus on quality of execution; QBRs, Health checks, Account planning and at-risk customer strategies.
• Support Account executive in developing and executing a strategic business reviews to share progress, metrics, wins and recommendations for the future (products and services) (QBR)
• Partner with Operations, Delivery and Finance to assure status updates are provided to the customer and issues are resolved
• Identify and support process improvements to reduce administrative work and improve customer satisfaction across the organization.
• Support data maintenance projects allowing accurate retention and renewals.
• Strategic account planning – support Account executive on account expansion and retention plan including clear objectives, requirements and actions that delineates roles, responsibilities and target timelines with the aim of driving value within their current contract with GTT.
• Partner with sales leadership to grow revenue via upsells while providing an ideal customer experience.
• Contract Renewal. Monitor assigned base of accounts for contract expiration dates and work with account team to develop and execute renewal strategy.
• Accurately forecast renewal opportunities and churn events.
• Become extremely proficient regarding all GTT systems and processes that impact servicing the customer

Essential Attributes:

• Critical thinker and ability to make decisions
• Ability to work under pressure
• Strong organisational awareness and strong influencing, decision-making, negotiation and planning skills
• Excellent written and verbal English communication skills
• Proven delivery of high quality, consistent customer service and commercial awareness
• Experience of contract negotiation and supplier management
• Sound systems and IT literacy (ITIL Foundation Qualified preferred)
• Flexibility and willingness to travel within Europe (or further) when business needs dictate

Desirable Attributes:

• Inspire collaboration, and drive change with momentum
• Experienced in navigating ambiguity and ability to be agile in a changing environment
• Excellent communication skills and the ability to influence where needed

Hours/Travel/Shift:

• Office hours
• Occasional travel

Core Competencies:

· Accuracy and Attention to Detail: Extensive experience in Understanding the necessity and value of accuracy; ability to complete tasks with high levels of precision.

· Effective Communications: Extensive experience understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.

· Flexibility and Adaptability: Extensive experience in knowledge of successful approaches and techniques for dealing with change; ability to adapt to a changing environment and be comfortable with change.

· Initiative: Working knowledge in being proactive and committing to action on self-identified job responsibilities and challenges; ability to seek out work and the drive to accomplish goals.

· Managing Multiple Priorities: Working knowledge of effective self-management practices; ability to manage multiple concurrent objectives, projects, groups, or activities, making effective judgments as to prioritizing and time allocation.

· Teamwork: Working knowledge of the necessity and value of teamwork; experience with; ability to work cooperatively towards shared goals and being supportive of others at all levels.

· Cross-Team Integration: Working knowledge in understanding of the importance of inter-team collaboration in breaking down silos and achieving business results; ability to lead employees from various functions to communicate, coordinate work across divisions, and collaborate in solving problems as one team.

· Client Relationship Management: Working knowledge of client relationship; ability to address critical issues to meet client needs and maintain engaged, partnering relationship with business partners and clients.

Universal Competencies:

· Continuous Improvement: Working knowledge of transformation initiatives to drive fundamental changes, enhance responsiveness and efficiency to core business practices. Ability to drive cultural changes from best effort to results oriented.

· Customer First (Customer Facing): Working knowledge of internal customer interactions, creating a culture of accountability, collaboration, and partnership. Ability to build an environment supporting internal customer value creation at every level.

· Operational Excellence: Working knowledge & understanding the system-driven processes for consistency and scalability. Ability to re-focus processes and systems from integration activity to maximizing a positive.