Senior Customer Success Mgr

About Uniti

Uniti is a premier insurgent fiber provider dedicated to enabling mission-critical connectivity across the United States. With a steadfast commitment to customer service, operational excellence, and superior network capabilities, Uniti builds, operates, and delivers critical fiber-based communications services to connect and empower people and businesses.

About the Role: Customer Success Manager

The Uniti Solutions Customer Success Manager is responsible for establishing and building customer relationships and promoting customer adoption of our products & solutions. This role ensures customers are satisfied with their services and are realizing the value of their investment in Uniti. The Customer Success Manager proactively engages customers to provide product and feature updates, helps customers increase usage of product features, facilitates product training, and identifies opportunities to deepen and expand customer relationships based on real-time insights into customer needs. The Customer Success Manager also orchestrates issue resolution on behalf of the customer and often acts as the primary point of contact, working with other teams behind the scenes to deliver on the customer promise. The Customer Success Manager will play a key role in migrating customers to advanced access methods and driving increased uptake of SD-WAN and UCaaS through a solution-focused mindset based on a deep understanding of a customer's unique technical requirements and needs.

What You'll Do:

• Partner closely with Uniti Solutions Sales Executives within their shared geographic region.
• Co-develop customer plans and prioritize opportunities with the joint Sales and Customer Success team.
• Proactively engage Elite and Uniti Solutions accounts and develop compelling solution use cases.
• Execute customer check-in schedules to ensure the right solutions are top of mind.
• Collaborate with Sales Executives on defining the strategy and vision for key customers.
• Build a deep understanding of customer needs and challenges and how Uniti's products can add value.
• Nurture and support customers through regular proactive engagement.
• Conduct regular customer check-ins to build trust, introduce products and features, intervene where there are issues, and consistently achieve high customer satisfaction.
• Articulate compelling product opportunities based on real-time knowledge of the customer's technical environment and unique issues.
• Partner closely with Sales to ensure the Sales Executive is appropriately positioning opportunities to drive tangible business value for the customer.
• Partner with Elite Care and Service Delivery to prioritize issues.
• Address the root cause of problems to improve the customer experience.
• Monitor customer health indicators and build personal relationships with customer stakeholders to flag and preempt issues before they put the customer relationship at risk.
• Partner with Access Ops teams to prioritize advanced access conversions.
• Build logical product progression perspectives to ensure high rates of migration to advanced access and uptake of strategic products.
• Increase customer awareness of the benefits of conversions and facilitate the customer journey through the migration process.
• Provide product training to customer users and address issues that limit the number of users while monitoring customer satisfaction.
• Deliver on core Customer Success business KPIs, including high feature adoption, product usage, time to first value targets, high customer health scores, and maximizing customer lifetime value.
• Consistently translate customer knowledge into opportunities to deepen and expand the customer relationship.

Do You Have:

• Customer relationship skills and a solution focus.
• Experience in expanding adoption at enterprise customers.
• Understanding of value drivers in recurring revenue business models.
• Understanding of the SD-WAN and UCaaS product suites and roadmap.
• Data and technology orientation.
• Technical ability to speak to customers.
• Cross-disciplinary collaboration skills.

Minimum Requirements:

• Bachelor’s degree and 8+ years of professional-level experience.
• 4-6 years of customer relationship management experience.
• Experience in the technology or telecom sectors.
• Track record of cross-disciplinary team collaboration, influencing, and effective stakeholder management.
• Ability to build compelling product cases.
• Ability to effectively resolve complexity and overcome roadblocks to achieve tangible outcomes.

Our Benefits:

• Medical, Dental, Vision Insurance Plans.
• 401K Plan.
• Health & Flexible Savings Account.
• Life and AD&D, Spousal Life, Child Life Insurance Plans.
• Educational Assistance Plan.

Important Information:

• Equal Opportunity Employer: Uniti celebrates the authenticity and uniqueness of its people and their ideas. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, genetic information, protected veteran status, current military status, disability, sexual orientation, marital status, creed, citizenship status, or any other status protected by law. Full consideration will be given to qualified disabled individuals and protected veterans.
• Compensation: Actual base pay will depend on the candidate's primary work location and other factors such as relevant skills and experience.
• Notice to Non-U.S. Citizens: Uniti, as a holder of FCC licenses, requires regulatory agency approval before granting certain system/network access to non-U.S. citizens. Offers of employment to non-U.S. citizens are contingent upon receiving requisite agency approval. Non-U.S. citizens must provide necessary personal identifying information for approval. Contact your recruiter or HR Legal for details.
• Notice to Applicants: Offers of employment may be contingent upon successful completion of pre-employment screenings (e.g., drug screen, motor vehicle records check) conducted by a third-party with candidate consent and in accordance with law. Refusal to authorize or submit to required screenings may disqualify the candidate. Misrepresentation during the application or interview process may result in denial of employment, withdrawal of an offer, or termination.