Cloud Customer Success Manager - 100% Remote US Only

Cloud Customer Success Manager - 100% Remote US Only Department: Blue Mantis Employment Type: Full Time Location: Remote Compensation: $70,000 - $100,000 / year Description Blue Mantis is a leading strategic digital technology services provider with a 30+ year history of successfully helping clients achieve business modernization by applying next-generation technologies including managed services, cybersecurity and cloud. Headquartered in Portsmouth, New Hampshire, the company provides digital technology services and strategic guidance to ensure clients quickly adapt and grow through automation and innovation. Blue Mantis partners with more than 1,200 leading mid-market and enterprise organizations in a multitude of vertical industries and is backed by leading private equity firm, Abry Partners. We are seeking an experienced Customer Success Manager who is driven to build and maintain a customer-obsessed Cloud Solution Partner (CSP) program. The successful candidate will be a subject matter expert on cloud billing & licensing models and capable of resolving complex customer requests or complaints. They will be expected to apply best practice processes/procedures associated with onboarding, provisioning, tools, reporting and escalations to ensure delighted clients.

Key Responsibilities

Our CSP practice has experienced multiple years of double-digit growth. Central to our practice is an industry leading positive customer experience. The Customer Success Manager is charged with helping to ensure that our customer experience remains positive and that the practice is scalable and sustainable. Their key responsibilities include, but are not limited to:

• Conduct customer business reviews that are focused on cloud utilization and identifying and sharing cost optimization opportunities.
• Manage a small team of Customer Success Account Managers (CSAMs)
• Collaborate with peers, managers, and direct reports to steer our CSP operations.
• Act as liaison between customer, company and 3rd party vendors, managing/escalating issues from report to resolution.
• Maintain task lists and follow up on tasks to ensure nothing is lost.
• Build and maintain a trusted advisor relationship with our customers.
• Maintain well documented checklists, procedures, processes, and policies to allow for compliant, best-practice, deployment of cloud resources.
• Define, measure and monitor KPIs and SLAs that lead to high customer satisfaction.

Skills, Knowledge & Expertise

• 5+ years of experience as a customer success manager supporting customers with AWS/Azure/Office365 environments.
• Experience and leadership skills to motivate teammates to deliver high quality results in a fast-paced work environment.
• BS Degree in Business or a Technology related field; graduate degree appreciated.
• Previous experience optimizing workflows and implementing process improvement.
• Superior technical and business problem-solving skills and judgement
• Demonstrated interpersonal skills including mentoring, coaching, presentation skills and the ability to interact with colleagues and customers at all technical levels.
• Ability to prioritize and manage competing demands.
• Experience working with Clients on business solutions.
• Either possess or be willing to achieve FinOps, AWS and Azure certifications.
• Either possess two years’ prior experience with public cloud billing and licensing models or be willing to learn.
• Either possess prior experience working in the AWS Management Console and Azure Portal or similar Cloud Portals & Consoles or be willing to train.

Please note: This range is based on our market pay structures. However, individual salaries and hourly pay rates are determined by a variety of factors including, but not limited to business considerations, local market conditions, and internal equity, as well as candidate qualifications, such as skills, education, and experience. We consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. Reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of the job. This job description is intended to describe the general nature of work being performed by employees in this job. It is not intended to be a complete list of all responsibilities, duties, and skills required. Agencies/3 Parties may not solicit to any employee of Blue Mantis. Any candidate information received from any Agency/3 Party will be considered a gift and property of Blue Mantis, unless the Agency/3 Party is an Authorized Vendor of Blue Mantis with an up-to-date Blue Mantis Contract in hand signed by Blue Mantis Talent Acquisition. No payment will be made to any Agency/3 Party who is not an Authorized Vendor, nor has specific approval in writing from Blue Mantis Talent Acquisition to engage in recruitment efforts for Blue Mantis. At this time, we have no interest in onboarding any new staffing partners. Apply tot his job Apply To this Job