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  • Vernon Hills, IL 60061

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Customer Success Manager

Computer Resource Solutions • Vernon Hills, IL

Posted 28 days ago

Job Snapshot

Travel - Negligible
Experience - None
Internet - ECommerce
Information Technology, Admin - Clerical
Relocation - No

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Job Description

Customer Success Manager
Duration: 6 month contract
Location: Vernon Hills, IL
Overview: The CRS Group is currently looking for a Customer Success Manager for one of our clients in the Vernon Hills area. The CRS Group is a nationwide Staffing Firm who works primarily with Fortune 500 and Fortune 1000 corporations.
Job Description:
The Customer Success Manager (CSM) is an integral member of the Strategic Solutions & Services Managed Services team focused on developing new and expanding current Managed Services customers through a new Managed Services offering.

The CSM helps customers to accelerate their planned ROI for Technology investment, facilitates forward Solutions Planning and improves operational readiness and performance. This role is executed in close alignment with Sales and Service Delivery teams.

Duties and Responsibilities:
  • Develop a clear and concise understanding of the customer needs, strategies, operational maturity and business goals as well as those of the industry in which they function.
  • Leverage the acquired knowledge of the customer to ensure the company enables Customer Success and achieve their Business Outcomes.
  • Focus on ensuring customers successfully maximize the value they receive from the company’s DaaS solutions through a subscription model.
  • Drive adoption and positioning of solutions throughout all stages: Plan, Build, and Manage, the Lifecycle inclusive of all company offers, leading to appropriate renewal rates and referrals along with the development of new opportunities.
  • Facilitate the consumption of the company’s solutions.
  • Measure and the report the impact of the offerings currently in place, so that the customer and the company have a common understanding of the value they are receiving toward achieving their expected outcomes.
  • Lead to the expansion of current solutions as new opportunities are identified through an intimate business relationship with the key roles of the customer.
  • Proactively qualify, communicate and transition the identified opportunities into Sales.
  • Drive the successful introduction of the new solutions based on the customer expected outcomes.
  • Advocate on behalf of the Customer ensuring a superior experience.
  • Be a trusted advisor to your customer as they drive change into the organization.
  • Identify metrics for success, potential roadblocks, and provide recommendations for optimizing the customers environment end user experience
  • Deliver regular reports that provide a comprehensive view of device performance, persona experience and optimization opportunities.
  • Build and share best practice recommendations and develop content for most common customer business challenges.
  • Maintain a deep understanding of the product and speak with customers about the most relevant features/ functionality for their specific business needs
  • Advocate for customers internally. Work collaboratively with Product, Sales, and Marketing teams to improve the DaaS product and customer experience
  • Track ongoing health of customers, and proactively manage escalations to closure
  • Deliver presentations on customer ROI in Business reviews, with a focus on increasing customer retention and driving expanded use cases
  • Interlocks with Sales teams to contribute to the on-going Account Strategy and Planning.
  • Builds customer relationships with key executives and staff beyond the traditional Network
  • Create a full customer profile identifying key business needs and priorities.
  • Function as a Strategic Business Advisor to Customer executives leveraging a strong understanding of the Customers’ industry benchmarks, challenges, and available best practices.
  • Define a joint services strategy and statement of future requirements in collaboration with delivery and sales teams
  • Build key pre-sales relationships with Account Reps and Solution Architects Aligns Services offers with the people, processes, and tools in support of the customer’s business strategy and vision.
  • In conjunction with the account and Delivery services teams negotiate, document and communicate a governance structure for the account, ensuring all parties (the client, partner(s), and customer(s)) understand their respective accountabilities within the customer relationship.
  • Understand the customers’ changing business environment, and critical needs.
  • Understand the customers’ business practices/procedures, business drivers, and corporate culture.
  • Understand the customers’ business vertical, goals, services requirements, and performance expectations.
  • Develops a services blueprint and roadmap in alignment with customer needs and business priorities.
  • Collaborates with customers to maximize the business value from services through continual operational improvements in people, processes, and tools.
  • Align activities to support customer specific KPIs
  • Improve value of services to the customer through focused best practices leverage.
  • Responsible for the aggregation of all reporting from multiple systems in a cohesive, easy to understand format, providing recommendations for optimization of the end user experience, including the reduction of calls, increased resolution times, automation, and other proactive support recommendations.
  • Ensure continued alignment of the Services efforts and objectives with those of the delivery, product and services sales teams.
  • Drive Executive Business Reviews with the customer to ensure services adoption, alignment with customer business needs, and outcomes through the use of metrics. Communicate output with the broader team.
  • Identification and Development of New Business Opportunities.
  • Match customer requirements with strategic offerings
  • Maintain an intimate understanding of major account strategies and company products and services, support capabilities and limitations.
  • Drive efficiencies End User Computing activities to support expansion opportunity development
  • Drive and innovate new competitive advantages
  • Develop the customer specific roadmap of which services may be offered and in what order - based on the Plan, Build, Manage lifecycle.
  • Leverage customer relationships in supporting company Service and Product Sales.
  • Make use of triggers and analytics.
  • Provides value realization of solutions delivered to ensure optimal penetration and identify up-sell opportunities.
  • Identify services expansion opportunities based on customer’s evolving needs (business requirements, expansion, industry challenges, reductions, proactive vs. reactive needs, etc.)
  • Drives continuous process improvement to achieve customer and business goals
  • Drive the 36-month Services Roadmap for an account using gap analysis and business analysis techniques in collaboration with account Client Director, Account Manager/Executive & Service Delivery
  • Acts as an advisor and advocate for continuous improvement at the company, the customer, and the partner to achieve business goals and maximize opportunities in partnership with services delivery and sales
  • Qualifications:
  • Bachelor's degree in IT, Business or a related field or equivalent experience
  • Four years of experience in IT relationship management, project management or Customer Facing account management of multiple customers.
  • A minimum of 2 years of management experience in End User Computing.
  • A minimum of 1 year of data analytics experience, in a Service Desk or End User Computing environment.
  • Executive level communication, consultative and presentation skills are essential.
  • A proven track record in business analysis and translating customer needs into a high level statement of requirements for internal product/service package alignment.
  • Must have a demonstrated ability to accurately perceive customer and internal relationships as well as an intense desire to turn negatives into positives.
  • An entrepreneurial approach to business and the ability to establish a holistic business view is essential
  • Proven track record in contributing to the establishment of new organizations, procedures, and offerings
  • Team-building, organization and time management skills are required
  • Should be accustomed to working effectively within all levels of an organization
  • Ability to align the company’s Services with customer at a business level
  • Value messaging and management, sales skills/experience, driving strategic change/improvements for customer and the client
  • Process development, consulting or technical services experience required
  • Skilled in leadership and influence of virtual, cross-functional teams, with, program management, and quality management experience preferred
  • Diversified customer relationship development and interface management
  • Skilled at escalation and issue management and managing customer expectations
  • Industry certifications a plus (e.g. ITIL, PMP, COBIT, Six Sigma)
  • Strong passion for learning and teaching others
  • Strong interpersonal and presentation skills including consulting skills
  • Strong oral and written communication skills.
  • Proven group presentations skills.
  • Outgoing personality.
  • Motivated and self-starting.
  • Ability to think creatively and come up with proactive ideas that will increase sales.
  • Strong problem-solving skills
  • Must be able to communicate effectively and in a constructive manner with management, peers and coworkers.
  • Concentrate on certain areas of technology driven by company technology objectives
  • crs_rramkumar
    ss # 84190
    Qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information.

    Job ID: 84190
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