Customer Success Representative

Job Description
Brightspeed is looking for a driven, creative, and energetic professional to join our team as a Customer Success Representative! TheCustomer SuccessRepresentative ensures our largest customers are wildly successful in delivering on their critical business objectives through leveraging their current solutions. This is accomplished byviewing our products from the customers’ perspective, monitoring early indicators of customer health, proactively addressing their concerns, and helping them better use our technology to meet their corporate goals and objectives. With established trust and loyalty, this role seeks to naturally progress and expand the partnership through identifying potential up-sell and cross-sell opportunities and engages sales accordingly.
As a Customer Success Representative, you will have the following responsibilities:
Buildlong-term, value-based relationshipswith decisionmakers and influencers to understand the customer’s landscape and establish loyalty
Manage overall customer metrics, including usage data, health indicators and renewal dates to align with customer objectives
Evaluateproduct and portaladoption maturity levelto address roadblocks and provide best practices and a prescriptive approach to address needs
Construct and implement acustomer success planacross all steps of the lifecycle, setting expectations for each milestone, ensuring personalized value, and driving positive customer experience to achieve desired outcomes
Recognize opportunities for expansionbased on knowledge of the BRSPD portfolio, partnering with sales as necessary
Implementrevenue management practicesdriving accountability and goal alignment, revenue retention and growth strategies including value realization, renewal execution, risk management and customer growth
Manage risks to customer success,identify root causes, define and activate solutions, and deploy cross-functional support to resolve
Partner with sales, delivery &
support to set proper expectations and ensuresuccessful deployment of solutions and services
Responsible for defining and executingrenewal strategyvia clear alignment of customer priorities and roadmap, incorporating on-net migrations, managing write-downs positively impacting BRSPD profit margins
Professional Success Competencies:
Communicating- Conveying information and ideas to others in a convincing and engaging manner through a variety of methods, both internal and external.
Problem Solving and Decision Making– Identifying issues, problems, and opportunities;
obtains and compares information from various sources to draw conclusions, develops and evaluates alternatives and solutions, solves problems, &
chooses a course of action.
Driving for Results- Setting ambitious standards of performance for self and the overall team;
responsibility for workgoals;
initiates, focuses, andmonitoring the efforts;
proactively acting, andgoing beyond what is needed.
Client &
Partner Relationships -Developing and sustaining relationships based on an understanding of client, partner and stakeholder needs and actions.