Customer Success Manager

Harmonic 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 www.harmonicinc.com

Role description

A 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 team.

The CSM reports directly to the Customer Success Regional Lead. There are no direct reports to this position.

We 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 itself.

Ultimately, 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.

What you will be doing

• Establish clear client retention goals
• Process milestones for the clients and employees to work toward
• Assist customers with setting up and navigating programs or software
• Promote the value of the product
• Upsell services and products with the brand image
• Promote value through customer experience
• Assist in creating training courses and educational materials
• Lead Customer meetings including QBR’s
• Lead & Generate Reports, Quotes, Pricing and Contract renewals
• Maintain & track high score of NPS & CSAT
• Track commercial and technical SLA’s & KPI’s
• Review customer complaints and concerns and seek to improve customer experience

What you need to succeed

• Proven work experience as a Customer Success Manager or similar role
• Experience working with MSOs and promoting value through customer experience
• Exceptional ability to communicate and foster positive business relationships
• Technical skills required, as they relate to the use of the product or service
• Technical experience in the high-tech industry, preferably within the broadband or telecom industries
• Accountability and personal organization are essential
• Experience in managing a diverse group and training each according to company standards
• A communications or marketing degree is preferred

Languages

• Germen – Proficient / Native Level
• English - Advanced Level

Location

• 100% remote from anywhere in Germany

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