Leader, Customer Success Management

Job Title: Leader, Customer Success

Location: EU, remote

About GTT:

GTT is a leading global provider of secure cloud networking solutions for multinational organizations. We design and deliver solutions that leverage advanced cloud, networking, and security technologies. We complement our solutions with a suite of professional services and exceptional sales and support teams in local markets around the world. We serve thousands of national and multinational companies with a portfolio that includes SD-WAN, security, Internet, voice, and other connectivity options. Our services are uniquely enabled by our top-ranked, global, Tier 1 IP backbone, which spans more than 260 cities on six continents. The company culture is built on a customer-first service experience reinforced by our commitment to operational excellence and continuous improvement in our business, environmental, social and governance practices. For more information on GTT, please visit www.gtt.net.

Role Summary:

The primary goal of the Customer Success Leader, is to lead the team responsible for improving customer intimacy, loyalty and support future growth. The role is at the front line of customer satisfaction and is the voice of the customer within GTT. The accountabilities include service and lifecycle management and supporting contract renewals and upgrades. The team of Customer Success Managers have the mission is to establish and maintain strong customer relationships, acting as the voice of the customer and supporting them in realizing the value of their investment while securing retention and growth for GTT.

Job Scope/Supervision:

The Customer Success Leader will manage teams of CSMs while interacting regularly with leaders of Sales, Sales Operations & Service Delivery teams. The successful applicant will have a proven track record in leading teams with customer success and/or service management experience.

The Customer Success Leader, reports to the Vice President, Customer Success Europe.

Duties and Responsibilities:

• Allocating resources for staff sharing, workload balancing and short-term forecasting.
• Partnering with local and network operations and other teams to ensure proper utilization of resources and achievement of service level and financial objectives.
• Assisting in developing strategic customer service initiatives.
• Providing direction to the team to ensure customer service calls are answered in a timely, efficient and knowledgeable manner.
• Professionally manage your team of Customer Success Managers build customer relationships with a portfolio of assigned accounts
• Make sure your team meet and exceed customer retention goals
• Provide monthly and quarterly reporting regarding performance for the named accounts
• Monitoring team performance to ensure objectives are met
• Responsible for retaining a list of named accounts and developing a proactive retention plan for circuits coming out of term, managing re-term activity with the account team or with the client
• Monitor customer satisfaction and support the CSM as the voice of the customer within GTT
• Assist in Dispute management.
• Act as a liaison for escalation facilitating communication between the customer and the NOC or Service Delivery for unresolved issues
• Become extremely proficient regarding all GTT systems and processes that impact servicing the customer
• Support personal development initiatives of the CSM

Required Experience/Qualifications:

• College degree and +7 years professional level experience; or 9+ years professional level related experience; or an equivalent combination of education and professional level related experience
• 5+ years customer relationship management experience
• Team leadership/management experience
• Experience working with large and medium enterprise customers
• Ability to work closely with the customer and effectively negotiate directly with the customer and internally on their behalf
• Effective and confident decision-making skills based on business and financial principles
• Experience in collaborating and guiding cross-functional teams (e.g., Sales, Product, Marketing, Service Delivery)
• Experience presenting or communicating in a professional environment

Desirable Experience/Qualifications:

• Resourceful problem solving, organized and process-oriented
• Ability to work in a fast paced, dynamic, and structured environment
• An advanced understanding of software and technology solutions
• Ability to convey complicated ideas to technical and nontechnical audiences
• Analytical thinking
• An extraordinary understanding of customer service and success

Hours/Travel/Shift:

Local Business hours (Central European time) with periodic on-site customer visits and meetings in region.

Core Competencies

• Customer Business Acumen: Knowledge of business concepts, tools, and processes that are needed for making sound decisions in the context of bringing value to the customer; ability to apply this knowledge appropriately to diverse situations.
• Strategic Relationship Management: Knowledge of relationship strategic techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.
• Cross-Team Integration: 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.
• Performance Management: Knowledge of successful performance management techniques; ability to apply organization's performance management system, practices, and tools to developing and improving individual, team, and organizational performance.
• Team Management: Knowledge of effective team building techniques; ability to form and manage effective teams.
• Managing Multiple Priorities: 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.
• Initiative: Being proactive and committing to action on self-identified job responsibilities and challenges; ability to seek out work and the drive to accomplish goals.

Universal Competencies

• Continuous Improvement: 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): 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: Understanding the system-driven processes for consistency and scalability. Ability to re-focus processes and systems from integration activity to maximizing a positive customer impact and anticipating future trends.