Description
Customer Success ManagerHarmonic is the worldwide leader in software-based cable access solutions. We revolutionized cable access networking with the industry’s first virtualized cable access solution, enabling cable operators to deploy gigabit internet services more flexibly and efficiently to consumers’ homes and mobile devices. More information is available at
Role descriptionA Customer Success Manager (CSM) is a professional who is responsible for developing a positive customer experience and fostering healthy working relationships. They function as a bridge between the support and the sales CSM reports directly to the Customer Success Regional Lead. There are no direct reports to this are looking for a customer success manager who can provide ongoing support to our clients and network with them. The candidate should be able to contribute to building relationships and implementing innovative programs that will increase your business’ revenue potential and minimize churn rates.A Customer Success Manager’s responsibilities include supporting customers as they transition from sales prospects, building close relationships that often last beyond any one project or job-order lasting process ownership with the business , Lead the customer interfaces help solving their commercial and technical challenges and ensure their satisfaction while they are an active account with us. You will also collaborate closely with other employees to ensure customer questions and concerns are addressed in a timely manner.
LocationRemote – this position is 100% Remote anywhere in country name
What you will be doingEstablish clear client retention goalsProcess milestones for the clients and employees to work towardAssist customers with setting up and navigating programs or softwarePromote the value of the productUpsell services and products with the brand imagePromote value through customer experienceAssist in creating training courses and educational materialsLead Customer meetings including QBR’sLead & Generate Reports, Quotes, Pricing and Contract renewalsMaintain & track high score of NPS & CSAT Track commercial and technical SLA’s & KPI’s Review customer complaints and concerns and seek to improve the customer experienceWhat you need to succeedProven work experience as a Customer Success Manager or similar roleExperience working with MSOs and promoting value through customer experienceExceptional ability to communicate and foster positive business relationshipsTechnical skills required, as they relate to the use of the product or serviceTechnical experience in the high-tech industry, preferably within the broadband or telecom industriesAccountability and personal organization are essentialExperience in managing a diverse group and training each according to company standardsA communications or marketing degree is preferredTravelYou are required to travel about 20%
Diversity, Equality, and & Inclusion at Harmonic IncAt Harmonic, we believe that building and nurturing a global team with diverse backgrounds and voices is critical to our success. Together, we achieve excellence through creativity and innovation, build relationshipsbased on integrity and mutual respect, and deliver the highest quality in every aspect of our business for the benefit of our employees, business partners and shareholders.