Customer Success Manager

About us:Since 1998, RKON has delivered IT transformation that helps private equity and enterprise firms achieve seamless security-from strategy to execution to managed services. We believe IT should serve the business strategy, not stand in the way of execution. Headquartered in Chicago, our team has developed a refined approach that delivers a clear vision of a scalable, agile, secure, cost-optimized, and low-risk end state.RKON is growing fast, and that growth means incredible opportunities for our team members. We pride ourselves on fostering a culture of creative thinking and collaboration, where ideas are valued, contributions are recognized, and professional development is a priority. Our people are at the heart of everything we do, and this commitment drives the extraordinary level of service we deliver to our customers. If you're looking for a place where growth creates new possibilities and your potential is truly valued, RKON is the place for you.About the position:As a Customer Success Manager, you'll be responsible for building strong, long-lasting relationships with RKON customers by staying in constant communication and efficiently orchestrating the delivery of RKON services and overseeing the resolution with technical support teams. This individual will serve as a product, company, and industry ambassador and keen on educating customers on the capabilities of RKON services. The ultimate goal of the CSM is a long-term partnership that drives business growth for both the customer and RKON.Responsibilities Include:Customer Relationship Management:Build and maintain strong relationships with customersAct as the primary point of contact for customer inquiries, issues, and escalationsUnderstand the unique needs and goals of each customer and tailor strategies accordinglyAct as a strategic advisor and advocate within managed servicesOnboarding and Adoption:Collaborate with the technical teams to ensure the customer's IT environment is understoodSets up communication channels and introduce the customer to key contactsEstablish initial performance expectations and success metricsGuide new customers through the onboarding process, ensuring a smooth transitionCustomer Success Planning:Collaborate with customer to define business objectives and desired outcomesEstablish clear Key Performance Indicators (KPIs) to measure success (e.g., uptime, cost savings, user satisfaction)Create a strategic roadmap for outlining milestones, timelines, and resources requiredConduct periodic reviews to track progress, adjust strategies, and maintain alignment with customer goalsProactive Issue Resolution:Continuous monitoring of the customer's IT environment for early detection of potential issuesCollaborate with technical teams to address problems before they affect operationsCommunicate with customers to ensure they're aware of ongoing efforts to prevent issuesReactive Issue Escalation:Coordinate with internal teams, such as support, engineering, or management, to escalate the issue to higher priority levels when initial resolutions are delayed or inadequateEnsure transparent, consistent communication with the customer, keeping them informed on progress, expected resolution time, and steps being takenEnsure customer satisfaction after the issue is resolved and prevents recurrenceService Retention & Expansion Opportunities:Collaborate with sales and technical teams to identify new service opportunitiesUnderstand customer pain points and offer solutions that add valuePromote new services that align with the customer's business growth or IT strategyEnsure customer subscriptions are renewed on time and negotiate terms as neededIdentify at-risk customers and implement intervention plans to retain themRecurring Business Reviews:CSMs review customer performance reports, SLAs, and overall service deliveryUse reviews to drive decisions on future IT investments or improvementsDiscuss IT trends, customer needs, and strategic alignmentUse data to identify areas for improvement in the service delivery processMaintain accurate records of customer interactions and account detailsCross-Functional Collaboration:Collaborate with sales, marketing, and service teams to align customer success efforts.Share customer insights and feedback with other departments to improve overall customer experienceParticipate in cross-functional meetings and projects as neededTechnical and Professional Expertise5-7 years of experience in customer success or account management, with proven excellence managing internal and external stakeholdersExcellent communicator who is comfortable articulating complex and diverse technical solutionsSales mentality with history managing QBRs, retention, and upsellsData-driven mindset with a focus on finding solutions and seeks to achieve extraordinary results through consultative and innovative problem solvingStrong attention to detail with the ability to manage competing priorities and multi-taskStrategic thinking and ability to align with business objectivesCompensation:The base plus bonus package will equal $120,000 - $130,000 OTE. This is an estimated range based on the circumstances at the time of posting, however, may change based on a combination of factors, including but not limited to skills, experience, education, market factors, geographical location, budget, and demand. This position is also eligible for a bonus component that would be dependent on pre-defined performance factors. As part of our total compensation package, RKON provides a benefits package that includes health insurance (medical, dental, vision, life, and long and short-term disability insurance); flexible time off; and a 401(k) Plan with employer match to qualifying employees. All compensation determinations are based on the skills and experience required for the position and commensurate with experience of selected individuals, which may vary above and below the stated amounts.What RKON offers:Competitive payFlexible working optionFlex PTO PolicyA team of highly skilled peers available to helpRKON does not accept unsolicited resumes from staffing agencies, search firms or any third parties.