Customer Success Associate

Company: Acuative Corporation
Location: Strongsville
Posted on: May 10, 2022

Job Description:

Job DescriptionThe Customer Success Associate is responsible for monitoring and supporting a high performing customer experience related to overall Acuative service delivery for a dedicated customer. This role's key value is to 1) contribute directly to a differentiated customer experience for a large accounts and long-term account longevity 2) serve as a dedicated engineering resource who builds customer trust and funnels insights and revenue opportunities from the micro-level back to the Acuative account team.The Customer Success Associate analyzes data trends; focuses on process improvements; monitors performance by tracking Acuative SLA performance, reliability, and availability of service. The Customer Success Associate is an engineering resource with deep familiarity of the customer's environment, providing advanced expertise and technical support across all areas as needed. The Customer Success Associate recommends improvements to the account team, as applicable.High Value Activities:

• The Customer Success Associate will be responsible for analyzing notable trends and recommend tactical solutions to identify revenue/growth opportunities, in collaboration with the CLE, the account manager, and the CSA (who works at the macro-strategic level). The Customer Success Associate will serve as an engineering resource proactively monitoring the overall network and device performance; evaluate trend analysis and provide insight on current state and trends and defects to the Customer Success Executive (CLE), CSA, and account manager; and establishing and lead process and service improvement activities when required.
• The Customer Success Associate, in tandem with the project manager, will ensure effective customer communication throughout the implementation process. They will participate in deployment activities, including process peer review and assistance to the project manager in the management of remotely dispatched techs. Additionally, the Customer Success Associate will proactively communicate to stakeholders and customers throughout escalated and/or protracted remediation activities, as a support to the Operations team; provide a post incident review; take ownership of documenting RCAs for Severity 1 incidents; and drive process improvements with the customer and Acuative as applicable.
• Perform lifecycle operations management for assigned customer(s) including: Customer environment expertise and support during project planning and implementation activities; analyzing customer domain data for process and operational effectiveness; and monitoring inventory of all ITUs, including licenses, to validate proper flow from quote to cash process. Other Activities:The Customer Success Associate interacts with the customer in order to gain environmental expertise and other pertinent network or business insights, and ensures relevant environment documentation is available and maintained (e.g. network diagrams, configuration templates, etc.). The Customer Success Associate will support the CSA at a tactical level with lifecycle management, which includes coordination of the refresh process keeping the customer's network in sync with reference architecture enhancements, as applicable. The Customer Success Associate participates in onsite surveys or other onsite meetings at the customer's headquarters and site locations.The Customer Success Associate partners with the NOC team, during escalated incidents, and ensures effective communication to stakeholders and the customer occurs throughout the remediation process. The Customer Success Associate works alongside the TE team to assist in requirements review, process peer review and other related implementation assistance as needed. The Customer Success Associate interacts with the dispatched technicians, providing technical guidance as applicable. The Customer Success Associate serves as the lead for SLA tracking with customer and Acuative billing/account team. The Customer Success Associate works closely with the Customer Success team and Customer Solutions Architect by aggregating and reviewing data for all monthly & executive business review sessions to provide accurate data and recommendations so that the CLE and CSA can show alignment with the Technology Roadmap and the Customer Success Plan.Work Experience2+ years' of technical project and network management operationsTechnical Skills:LAN/WAN/UC: Networking & Security

Keywords: Acuative Corporation, Strongsville , Customer Success Associate, Other , Strongsville, Ohio