What You’ll Do

• Manage all aspects of a customer relationship (cadence, communications, quoting, procurement, product oversight, roadmap, customer feedback, health)
• Understanding current customer footprint, technology stack, services provided, and how that aligns with business goals (internally and externally)
• Maintaining consistent, proactive, value-based and informed communication with customers and appropriate stakeholders (internal and external
• Listening to customer needs/wants and crafting solutions, responses, and communication to addres
• Visiting customer sites as need arises, whether to be proactive with communications and value-based discussions or to reactively manage expectations
• Ensuring customers are deriving maximum value from their investments in Third Octet, Microsoft, and related solutions
• Understanding customer asks around products (software, hardware) or services and delivering the necessary solution that exceeds their original ask
• Acting as the internal champion for the customer and ensuring our team is delivering services in line with customer needs and expectations
• Understanding customer vertical, business objectives, and technology needs and ensuring we are delivering in line with their goals
• Driving customer delight by going above and beyond customer ask, providing an exceptional customer experience, and providing genuine and impromptu tokens of appreciation
• Nurturing customers through service and solution adoption at a pace that aligns with their business goals
• Working with the services teams to understand repetitive challenges, service efforts, customer push-back, and ensuring communication with customers
• Documenting all activities as they happen with customers and developing account planning and appropriate roadmaps for customer and internal initiatives
• Following and aiding in the development of customer success processes
• Maintaining accurate forecast of pipeline (including revenue growth, expected revenue churn, and penetration)
• Developing quotes, proposals
• Staying abreast of the technology landscape, changes and how that impacts customers