Network Customer Success Associate
Company: Acuative Corporation
Location: Strongsville
Posted on: May 16, 2022
Job Description:
Job DescriptionThe Network 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 , Network Customer Success Associate, Other , Strongsville, Ohio
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