Customer Success Manager

What You Will DoCustomer Relationship ManagementAct as CBN STI’s local representative and work with customers to ensure they always receive a best-in-class client experience.Acquire an in-depth understanding of customer needs and become a trusted partner using an approach based on honesty and integrity.Maintain channels of communication with the customer and visit customer site locations as required.Follow up with the customer to ensure satisfaction and ensure performance of root cause analysis for incidents.Service Delivery and Performance ManagementManage delivery of contractual requirements for service performance and support, working with the CBN Service Delivery Program Director (USA) and internal teams to address service items.Provide regularly scheduled service reports to customers and internal teams.Monitor service levels and strive to achieve service level compliance. Monitor the ticketing system and manage our incident resolution process in a timely manner.Manage assigned change request and recurring contract deliverables (e.g. Disaster Recovery exercises).Supplier and Subcontractor ManagementWork with suppliers and subcontractors, as required for project scope, ensuring that customer equipment needs are managed (including changes at front-line sites).Business DevelopmentIdentify potential business within existing accounts and work with the Director of Business Development and internal teams to pursue opportunities for evolution of the services.Contribute to new initiatives as identified by the leadership of the Driver & Vehicle group.Financial ManagementMonitor budgets associated with support services and changes and assist with cost estimation.Various Other Duties and Responsibilities