Customer Success Manager in Hilton Head Island, SC at Hargray

Date Posted: 7/12/2021

Job Snapshot

Job Description

Are you passionate about making a difference in people’s lives?  Are you motivated to learn and connect people with cutting edge technology?  Do you go the extra mile to provide customer delight? Then you should join the Hargray team as a Customer Success Manager!

The Company: For over 70 years, Hargray has been connecting customers to each other and the world, growing from a local phone company to an industry leader providing residential, business, enterprise, and carrier wholesale communications services. Our mission is to envision and deliver customer delight. In addition to our long history of dedication and commitment to our community, we offer benefits for your health, wealth, protection, well-being, time, and more. Our team of over 800 colleagues supporting local markets throughout the southeast is committed to excellence, delivering the most advanced technology and the best service for our customers.

General Description of Position:

The Customer Success Manager is responsible for managing activities and performance of commercial business accounts greater than $1500 in monthly recurring revenue for Hargray’s significant and Strategic accounts). In addition to driving engagement and retention strategies into the Hargray portfolio, you will also be responsible for several initiatives, including (but not limited to) the launch of customer loyalty programs that can be rolled across the Commercial business in all of Hargray Communications markets.

The responsibilities also include re-negotiating, re-signing, re-terming, minimizing loss of MRR, upselling, and saving Hargray’s business accounts to the best of your abilities as well as setting up strategic referral channels and industry event collaboration with alliance partners (such as the Chamber(s) of Commerce). This position will be focusing on the implementation of strategically designed plans/initiatives to reduce churn and increase customer delight. Additionally, you will be monitoring and evaluating competitive offers, trends and product positioning, retention offer usage, systems, performance reporting, and market analysis to ensure positive customer experience and acceptable sales and retention performance on an ongoing basis. 

Duties and Responsibilities:

  • Act as a trusted advisor, thought leader, and subject matter expert to customers about the full suite of our customer’s products and services.
  • Partner and work closely within the sales to define and achieve customers’ success criteria, demonstrate ROI, and ensure customer renewal of product suite.
  • Proactively manage all activities related to Major Account business books and other business as required (a prioritized list will be shared and worked in such order).
  • Help develop and document best practices for customer engagement
  • Meet with business customers (on-site, by video conference and by phone) to review and evaluate Hargray services. Make recommendations on upgrading Hargray products and services, including negotiation of new term agreements, pricing, and value proposition to maintain long term business relationships.
  • Establish regular communication sessions with customers to review prior period post sales & support successes and challenges, and plan for next period post sales activities.
  • Analyze progress and customer response, update the Retention Leader and advise measurable insights on how customer experience could be improved
  • Capability to communicate brand/products effectively and both cross-functionally (sales, product, marketing) and externally (customers) over multiple mediums.
  • Ensure that project/department milestones are met and adhering to approved budgets/forecasts.
  • Implement ongoing engagement and retention strategies, with all major and strategic accounts
  • Collaborate with the Retention Leader to identify new and modify existing tactics to improve customer retention performance.
  • Help identify and implement best engagement practices to achieve and surpass product and new customer relationship retention and growth goals.
  • Apply associated save and sales tactics required to maintain and grow customer base.
  • Highly organized, proactive, self-starter, and team player with a love of continually improving customer retention processes.
  • Perform other duties as assigned.


Job Requirements

Minimum Qualifications:

  • Bachelor’s degree or equivalent work experience
  • 10 or more years of experience in sales leadership and management
  • Experience in the telecom industry selling enterprise products and services preferred.
  • Strong communication (written and verbal), problem-solving, and project management skills
  • Working efficiently with MS Office and presentation skills
  • Ability to communicate effectively with customers remotely or onsite, employees, and managers and have excellent customer service skills
  • Willing to work remotely or travel to Hargray Communications market as need be
  • Good sense of curiosity with genuine desire to learn and think with agility and applying them in new and unfamiliar situations
  • Confident working in a fast-moving environment, with a willingness to make quick decisions based on continuous prioritization and evolving customer needs
  • Must be well organized and understand process documentation and flow charts.
  • Must be able to work in a team environment where teamwork is key.
  • Salesforce or MS Dynamics experience preferred
  • Local knowledge preferred