Lead Customer Success Manager

Job Description

Job Description:

Serve as the primary post-sale consultative partner, leveraging in-depth industry and product knowledge to drive customer satisfaction, maximize product value, and ensure effective adoption and utilization, ultimately enhancing client relationships and delivering measurable business outcomes.
Key Roles and Responsibilities: Typical tasks may include, but are not limited to, the following:
• Customer Relationship Management: Serve as the primary point of contact for customers, fostering long-term relationships to become a trusted advisor, and staying proactively engaged to ensure the product or service is functioning as intended and adding expected value.
• Product Expertise and Strategic Recommendations: Leverage deep knowledge of client industries, products, and market roles to provide expert guidance, enhance customer awareness, and make strategic product recommendations, while identifying renewals, migrations, upsell, and cross-sell opportunities to achieve desired customer outcomes.
• Performance Tracking and Strategic Development: Monitor customer usage, satisfaction, risk, and success metrics, providing regular reports and insights, and assisting in the development of strategic direction and positioning of focused projects to drive customer engagement, retention, and growth.
• Knowledge Transfer and Feedback Loop: Conduct knowledge transfer through delivering training and minimal technical guidance, providing feedback to product development teams on service offering improvements, and conducting complex work, unsupervised, with extensive latitude for independent judgment.

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It is the policy of AT&T to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, AT&T will provide reasonable accommodations for qualified individuals with disabilities. AT&T is a fair chance employer and does not initiate a background check until an offer is made.