[Remote] Customer Success Specialist

Note: The job is a remote job and is open to candidates in USA. Edged is a fast-growing provider of sustainable data centers and energy infrastructure. They are seeking a dynamic Customer Success Specialist to manage customer relationships, services, and overall customer experience, while collaborating with sales and operations teams.

Responsibilities

• Customer Success Specialist drives collaboration with client and internal cross functional teams to manage client implementations and meet client requirements timely and efficiently
• Project management and implementation oversight from customer order acceptance through provision of service
• Develop strategies to grow customers through successful customer experience
• Drive data analytics, metrics, and interpretation of a mission critical environment to identify inefficiencies, opportunities, exceptions, and correlations, and proactively respond before they impact the business and its customers
• MBR and QBR draft and review with customers
• Deliver support and service solutions for customers in line with industry best practice
• Monitor the effectiveness of the service against SLA/KPI’s, drive through change as needed to deliver continual service improvement
• Coordinate and manage any customer audits including follow up corrective actions
• Identify and implement change within the team to ensure it can take on new service offerings
• Contribute proactively to new service development
• Ensure quality and up-to-date documentation exists for all service arrangements
• Achieve consistent customer satisfaction ratings and respond appropriately to customer feedback on areas for improvement
• Take responsibility for customer escalations and act as a point of escalation both in and out of hours as required
• Drive a continual service improvement schedule based on a desire to become a world class managed service provider
• Prepare Sales Orders and accompanying exhibits for Customer Intake
• Delivery of project requests
• Provide training schedule to support implementation and operations for clients
• Implement reviews and audits to ensure consistent implementation standards and identification of areas requiring improvement
• Implement and drive a “lessons learned” method
• Coordinate escalation matrix for new clients and update accordingly
• Be the “voice of the customer” internally and work to consistently improve the customer experience
• Coordinate, collect and analyze customer experience surveys. Drive for improvements based on feedback gained
• Work cross functionally to deliver quarterly summaries for customers across multiple lines of business
• Provide training to customers on portal functionality
• Coordinate with Incident Manager and Operations team on customer communications and notifications
• Partner with Sales and Service Delivery to ensure accuracy and timely delivery of proposals

Skills

• Bachelor's Degree
• Minimum of 3-5 years of experience in data centers customer support/success, Sales and or operations
• Excellent customer management skills
• Experience in large-scale planning and coordination, with experience delivering multiple concurrent projects on tight timelines
• A solid understanding of enterprise level infrastructure and services
• Knowledge of data center infrastructure, including HVAC, electrical and security systems
• Requires advanced analytical and quantitative skills
• Familiarity with industry standards and best practices, such as ITIL, ISO 27001, uptime institute guidelines and SOC II
• Project or program management experience and certification(s) (e.g. Lean, Six Sigma, Kaizen, PMI, Agile...)
• MSOffice applications. i.e., Excel, Outlook, Word, and PowerPoint
• A solid understanding of financial management, budgeting, and forecasting
• Strong written and oral communication skills
• Process and workflow development
• Excellent problem-solving and decision-making abilities while working in ambiguous situations
• Ability to develop operational standards and project tracking/management documents
• Understanding of IT infrastructure, including servers, storage, networking, and remote hands
• Ability to work under pressure and manage multiple priorities
• Ability to analyze and solve problems involving several options with limited information
• Demonstrated success managing customers
• Ability to travel as needed but expected up to 25% of the time
• ITIL certification is a plus

Benefits

• Medical, dental, vision, life, and disability insurance
• 401(k) retirement plan
• flexible spending and HSA accounts
• Paid holidays
• PTO
• Employee assistance program
• Other company benefits
• A flexible, autonomous work environment
• Growth and travel opportunities

Company Overview