Customer Success Representative

Summary

Join Brightspeed as a Customer Success Representative and ensure our largest customers achieve their business objectives by leveraging Brightspeed solutions. You will build strong relationships with decision-makers, manage customer metrics, evaluate product adoption, and construct customer success plans. Responsibilities include identifying expansion opportunities, implementing revenue management practices, managing risks, partnering with internal teams, and defining renewal strategies. The role requires strong communication, problem-solving, and analytical skills, along with experience in customer success or account management. A Bachelor's degree or equivalent experience is needed, as well as experience with Fortune 500 clients. Brightspeed offers competitive compensation and comprehensive benefits, including medical, dental, vision, life insurance, an employee assistance program, a 401K plan, and more.

Requirements

• 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 work goals; initiates, focuses, and monitoring the efforts; proactively acting, and going beyond what is needed
• Client & Partner Relationships - Developing and sustaining relationships based on an understanding of client, partner and stakeholder needs and actions
• 7+ years customer success or account management experience
• Bachelor's Degree or equivalent work experience
• Experience in working with complex, Fortune 500, multi-divisional, international customer
• Comfortable presenting, consulting, and advising at C-level and other executives
• Assertive verbal and written communications skills with ability to build strategic relationships (deep and wide) within organizations
• Ability to work closely with the customer and effectively negotiate directly with the customer and internally on their behalf
• Strong analytical skills with the ability to translate data into customer insights and leverage with customer engagement strategies
• Experience in collaborating and guiding cross-functional teams (e.g. Sales, Product, Marketing, Service Delivery)
• Strong technology and data networking knowledge with technical aptitude to stay current in evolving technology sector
• Effective and confident decision making based on business and financial principles
• Working knowledge of MS Office suite

Responsibilities

• Build long-term, value-based relationships with 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
• Evaluate product and portal adoption maturity level to address roadblocks and provide best practices and a prescriptive approach to address needs
• Construct and implement a customer success plan across 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 expansion based on knowledge of the Brightspeed portfolio, partnering with sales as necessary
• Implement revenue management practices driving 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 ensure successful deployment of solutions and services
• Responsible for defining and executing renewal strategy via clear alignment of customer priorities and roadmap, incorporating on-net migrations, managing write-downs positively impacting Brightspeed profit margins

Benefits

• Competitive medical, dental, vision, and life insurance
• An employee assistance program
• A 401K plan with company match
• A host of voluntary benefits