Customer Success Manager (Remote)
Red River Technology

The Customer Success Manager (CSM) provides proactive, focused attention on customers services engagements. The role is to measure, enhance, and refine our customer experience throughout the life cycle of our services offerings. Through measurement of KPI's, communications, and understanding of our customer business needs, you will expand customer renewals and retention. The CSM will address all customer concerns through proactive engagement with all aspects of Red River and partners as needed to achieve customer satisfaction and success.

This position can be based out of any Red River office or remote within the United States.

Primary Position Tasks:

• Develop a complete understanding of customer's interactions with Red River.
• Analyze customer experience and measure effectiveness through communications, KPI's, and trending.
• Optimize the customer life cycle through mapping of customer touch points throughout this experience and providing feedback for refinement to the entire team.
• Develop relationships with key stakeholders.
• Participate in the onboarding of customer transactions as assigned and ensure smooth and success for customers throughout the transaction through closure.
• Resolve customer experience concerns proactively; determine root cause; remediation of concerns; provide debriefs and corrective actions reporting.
• Provide customer debriefs.
• Other business duties as assigned

Minimum Education/Certification/Experience Requirements:

• BS Business Administration, Computer Science, Engineering, or other technical degree or equivalent experience.
• 2-3 years of experience in customer sales/service roles

Preferable Education/Certification/Experience Requirements:

• 5+ years of experience in customer sales/service roles

Knowledge, Skills and Abilities:

• Effective verbal and written communications skills
• Microsoft Office skills including Excel, Word, and Power Point.

Essential Elements (Mental; Physical; Equipment used):
This position is an office position that requires remaining in a stationary position for multiple hours throughout the workday.

This position requires the ability to continuously communicate with co-workers throughout the day utilizing Red River approved and/or provided communication tools and equipment.

Special Requirements:
Travel to customer and partner sites will be required, up to 25% of time.

Candidates for the job should possess excellent organizational skills as well as the ability to efficiently multi-task. Ideal candidates have a strong focus on day-to-day operational excellence, and a personal style that builds trust, and inspires loyalty. The candidate should be motivated, proactive, be able to learn and adapt quickly.

Established in 1995, Red River delivers information technology solutions to a worldwide military and civilian customer base and the New England enterprise market including healthcare, financial services and education customers. Red River is ranked the 5th fastest growing company in NH by Business NH Magazine and has demonstrated consistent year over year revenue and employee growth since its inception. With corporate offices in Claremont, NH, Red River has satellite offices in Virginia, Texas and California.

EOE M/F/DISABLED/Vet

Red River is an equal opportunity employer and makes employment decisions without regard to race, gender, disability or protected veteran status.

Red River offers a competitive salary, excellent benefits and an exceptional work environment. If you are ready to join a growing company, please submit your resume and cover letter (required).

COVID Vaccination: Prospective and/or new employees will be required to comply with Red River's COVID vaccination policy (which includes being fully vaccinated to enter a Red River office or attend a Red River event) and, if applicable to the position, government vaccination mandates. Where required, Red River employees must submit proof of vaccination on their first day of employment. Prospective or new employees may seek an exemption to applicable vaccination requirements and must have an approved exemption prior to the start of their employment. Customer site vaccination requirements, if more stringent, will take precedence over Red River's vaccination policy. Applicants in need of an exemption due to a sincerely held belief or disability should contact accommodation@redriver.com.

Red River does not accept unsolicited resumes from individual recruiters or third party recruiting agencies in response to job postings or otherwise. Placement fees will not be paid to any recruiter unless Red River has an active agreement in place with the recruiter and such a request has been made by the Red River Talent Acquisition team and such candidate was submitted to the Red River Talent Acquisition Team via our Applicant Tracking System. Any unsolicited resumes or other data submitted to Red River in violation of this policy may be used by Red River without obligation to pay any fees of any kind to the recruiter.

This job has expired.