Senior Customer Success Manager

Level: Mid-Senior
Status: FTE
Locations: US, Southeast or Northeast
Travel: 25%

Role Description

The Senior Customer Success Manager is a Global role within the Customer Experience (CX) team that is focused on enabling customers to realise the value of HighPoint solutions through aligning customer success engagements to business outcomes. They will also play a critical role in helping to drive additional Gross Margin for the business.

Operating within HighPoint’s Customer Experience (CX) framework, the Senior Customer Success Manager will support all account teams in implementing customer success strategies for customers and leading strategic
customer success engagements. They will be experienced in customer relationship management and be able to discuss and advise on complex business problems.

The Senior Customer Success Manager will work closely with sales, pre-sales, and the existing CX team to drive adoption, expansion opportunities and renewals. A core focus of the role will be on managing customer success
engagements that align to customer’s business outcomes. The role will also have a focus on establishing customer and partner relationships to drive increased value exchange and ultimately wallet share for HighPoint.

Strong relationships will need to be developed with the customer stakeholders to understand business objectives and success criteria which will be the focus of customer success engagements.

The Senior Customer Success Manager will also need to understand HighPoint’s technology stack and how capabilities support customer’s business objectives.
The Senior Customer Success Manager role is a full-time position within the Customer Experience (CX) team, reporting to the Director, Global CX.

Responsibilities

Customer Success Engagements:

Lead and manage strategic customer success engagements
Write and manage customer success plans for our top clients
Co-ordinate actions internally and with the customer to execute on the customer success plan
Report to the customer and internal teams on customer success
Run success review meetings with the customer
Identify risks to achieving customer-desired business outcomes and develop risk mitigation plans
Make recommendations to drive solution adoption, use case activation, and increased value exchange
Identify expansion opportunities and engage sales teams to execute
Obtain a detailed knowledge of the customer’s business and act as a strategic advisor
Discuss and advise on complex business problems with customer stakeholders
Support sales conversations with a focus on requirements and business objectives
Become an expert in HighPoint’s Customer Success Methodology

Customer Experience:

Help ensure CX is a critical element of the overall account strategy
Own Account Health for strategic customers and proactively recommend improvements we can take as
a business
Leverage data to identify new opportunities
Act as an important feedback loop between the customer and the wider business
Manage own CSP pipeline and CX engagements

Requirements

5+ years experience in Customer Success
Proven ability to develop trusted relationships
Commercial awareness with the ability to understand a business case
Passion for customer experience and helping customers achieve their business objectives
Excellent written and verbal presentation skills
Comfortable working in a team environment
Results driven; does what it takes to get the job done and naturally goes the extra mile
Ability to manage multiple engagements simultaneously and prioritize time with minimal
supervision
Ability to lead by example and promote the core values of the organization
Coachable
Experience with Cisco technologies and their customer experience practice is desirable

Our Story

HighPoint was established in 1996 and has since become a leading technology partner for some of the world’s most prominent IT vendors. The name “HighPoint” was selected to pay tribute to the High Point Monument which is the highest elevation in the state of New Jersey at 1,803 feet – and is located near the childhood home of the company’s founders, brothers Mike and Tom Mendiburu. HighPoint’s logo features a small triangle inside the “P”. This represents the pyramid atop the obelisk found at the peak of High Point State Park.

HighPoint is known as a leader in technology solutions and is consistently recognized by industry experts as a top performer. HighPoint is featured on CRN’s Solution Provider 500 List, is a recent recipient of the Minority Business Supplier of the Year Award by The New York and New Jersey Minority Supplier Development Council, and is frequently honored by its customers, manufacturers, and suppliers as a distinguished partner.

Our unwavering commitment to the health, happiness, and success of our employees is undoubtedly a differentiator for us – we’re proud of the many contributions our team makes to the communities in which we work, live, and play.
We believe that being honest, living a life with integrity, and earning the trust of those around us are guiding principles that we should all employ.

Fine Print

To reach as many candidates as possible, HighPoint leverages numerous job boards and employment posting services to get the word out about available positions. To apply from this site, please contact info@highpoint.com.

HighPoint provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type regardless of race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.