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Customer Success Manager (West Coast Region) in Bellevue, WA at Presidio, Inc.

Date Posted: 4/24/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Bellevue, WA
  • Job Type:
    Management
  • Experience:
    At least 3 year(s)
  • Date Posted:
    4/24/2018

Job Description

At Presidio, we think, architect, implement and support the practical reality of IT every day.  We bring together the best minds in the industry to deliver IT excellence and support the answers to our clients’ IT challenges.  As one of the largest IT-as-a-Service solution providers in the U.S., we combine experience and stability with regional expertise and the unique ability to cover local and global business needs. For more information about Presidio visit our website at www.presidio.com.
 
We are currently seeking an authentic and results oriented passionate teammate who will join our West Coast pre-sales team to help drive relevance, impact, and loyalty in our customer base. This position can be based in one any of our West Coast Offices. The ideal candidate will have a proven track record of sales and architecture experience, business acumen, technical excellence, and outstanding customer service.
 
The Presidio Customer Success Manager (CSM) is an internal and external facing position. The CSM works with the Presidio sales, delivery, and operations organizations, customers, and manufacturing partners for the purpose of transforming the customer experience through alignment of business goals and objectives to Presidio services and solution architectures.
 
The Customer Success Manager is an integral member of the Presidio account and service teams focused on Adopt & Expand Services. The Customer Success Management goal is to lead the long-term Adoption & Expansion strategies of software subscriptions through Presidio’s customer base and by having regular Business Reviews with customers and driving lifecycle adoption services.
 
The CSM helps Presidio customers to accelerate their planned ROI for software investment, facilitates forward Solutions Planning and improves mutual operational readiness and performance and it promotes the quality of the relationship. This role is executed in close alignment with Presidio Sales and Service Delivery. 
 
Key Responsibilities
 
  • Lead proper on-boarding of customers to Partner and Presidio tools for software and lifecycle management for all new and existing customers (e.g. Cisco Smart Licensing, Presidio Vision Portal, Presidio Cloud Concierge, etc.)
  • Attain and retain subject matter expertise on subscription software options and provisioning processes for West Coast Area
  • Document workflow for Presidio provisioning and lifecycle management and identify areas for process improvement across Presidio
  • Be responsible for escalation on software products and software adoption for WCA customers to relieve Solution Architects and Inside Sales Representatives of post-sales escalation issues.
  • Increase Adoption of purchased services leading to industry-leading renewal rates, referrals, and expansion opportunities
  • Drive industry-leading software renewals by engaging account teams well in advance of any subscription renewals. This includes providing information on the account for usage, any customer issues, upsales during the subscription, and the latest billing information.
  • Consistent engagement with our customers through project lifecycle ensuring customer is maximizing the use of all the functionality and features that are inclusive in the solution and has relevance tied with the business outcomes. 
  • Drive knowledge and usage adoption of product and service features and software products procured by customers
  • Develop plans for customer adoption and address any barriers that are impeding customer success
  • Identifying cross sell and upsell opportunities within Presidio accounts and collaborating with the account team including submissions and tracking
  • Creatively engage customers through development of new adoption methods and service packages and offerings 
Required Skills
  
  • Bachelor’s degree or equivalent experience and/or military experience
  • Minimum of three (3) years of experience in a pre or post sales capacity with Cisco products  
  • Ability to perform (or at least a basic understanding) IT financial modeling such as ROI and TCO estimation
  • Advanced communications skills – must have ability to tailor the message to relevant audiences
  • Advanced writing skills – must have ability to develop professional looking and comprehensive project deliverables such as business cases, project solution charters, impact analysis, high level architectures, planning level requirements
  • Advanced presentation skills – must have ability to present project deliverables in concise and clear manner to a variety of audiences (from executive teams to tech teams)
  • Advanced listening and purposeful questioning skills – must have ability to listen “between the lines” and ask purposeful questions in effort to extract information during interviews and workshops
  • Understanding of basic Consulting Services models and metrics such as relationship between utilization goals, project GP and bill rate
  • Evangelize Presidio’s Lifecycle Methodology.  Make sure all regional pre-sales efforts and paid services engagements are scoped to follow Presidio best-practices to achieve quality, success, customer satisfaction, and regional profit goals.
  • Ability to communicate technical concepts clearly and effectively, in written and oral form, to a variety of audiences
  • Intimate knowledge of system and solution architectures
  • Proven Technical problem-solving and design ability
  • Resourcefulness – ability to research and consult a wide variety of sources in order to problem solve efficiently for customers with little direction
 
Presidio, Inc. is an Equal Opportunity/Affirmative Action Employer/ VEVRAA Federal Contractor.  All qualified candidates will receive consideration for this position regardless of race, color, creed, religion, national origin, age, sex, citizenship, ethnicity, veteran status, marital status, disability, or any other characteristic protected by applicable federal, state and local statutes, regulations and ordinances.
To read more about employment discrimination protections under federal law, please visit: https://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf
If you have any difficulty using our online system and need an accommodation in the job application process due to a disability, please send an email to recruitment@presidio.com for assistance.
Presidio, Inc. is a VEVRAA Federal Contractor requesting priority referrals of protected veterans for its openings.  State Employment Services; please provide priority referrals to recruitment@presidio.com 
RECRUITMENT AGENCIES PLEASE NOTE: Presidio has a strict PSL in place and will only accept applications from agencies/business partners that have been invited to work on this role through the Presidio portal.  Candidate Resumes/CV's not submitted through the Presidio portal or submitted directly to Hiring Managers will be considered unsolicited and will be treated as gifts and no fee will be payable. Thank you for your cooperation.

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