Job Description

The Benefits of working with Acuative Acuative offers a comprehensive benefits program to all eligible employees. Full-time employees are eligible for benefits the first day following 45 days of employment.

• Comprehensive benefits plan including: Health, Dental, Vision
• Flexible spending, Dependent Care and Healthcare savings accounts with company contribution
• Long-Term Disability and Basic Life/AD&D
• Competitive pay
• Paid Time Off and Holidays
• Career Development opportunities
• Service Award Program
• 401(K) Plan
• Employee referral program
• Life Assistance Program

Summary of Position Do you like to stay ahead of the curve and bring new innovations and technology to others? Do you constantly look for ways to lead change and improve the situations around you? This is your opportunity to take your career to the next level and become an unstoppable innovator. At Acuative, we are revolutionizing the IT industry to ignite innovation. We challenge the status quo every day, building a better world for our customers and our employees.
The Customer Success Manager plays a critical role in supporting the unique Acuative customer experience. In this role you will be responsible for managing the customer\xe2\x80\x99s perception of Acuative, the success of the services delivered to the account, and ensuring that Acuative delivers services as specified in each client contract for assigned accounts. The Customer Success Manager\xe2\x80\x99s key roles include:

• Managing day-to-day service related client interactions in respective accounts
• Seeking out and understanding clients\xe2\x80\x99 short, intermediate and long-term goals and collaborating with internal delivery teams, including Sales, to fulfill those goals through Acuative services
• Defining a Mission Value Statement in collaboration with the client and ensuring this is appropriately communicated to internal delivery teams
• Working with client to determine KPI\xe2\x80\x99s and metrics that measure Acuative success in providing services, aligning with the overall Mission Value Statement
• Collaborating with delivery teams to ensure all client metrics and KPI\xe2\x80\x99s are achieved or exceeded
• Proactively reviewing overall services looking for potential issues or improvements, collaborating with internal operations on recommended improvements, and communicating analysis and recommendations to client
• Collaborating with internal delivery teams to identify and resolve risks and escalated issues in a timely manner and provide supporting communication and expectation setting with client
• Listening to customer challenges and using problem-solving skills to determine solutions for those challenges, including execution of a continuous improvement process where warranted
• Influencing and managing client expectations about how Acuative services will be delivered
• Determining and interpreting client needs and sharing revenue growth opportunities and other client insights with Enterprise Sales
• Communicating to client how Acuative services add value over our competition
• Partnering with Enterprise Sales teams to determine account plans and penetrate accounts for additional sales opportunities, particularly during Account Strategy sessions
• Putting the customer first in all daily interactions and using that mind set to lead by example for all internal delivery teams
• Coordinating, developing and leading client Quarterly Business Reviews (QBRs)

Desired Qualifications:

• 5+ years experience in a customer facing role in either a program/project management, customer success, or sales capacity
• Strong technical understanding of infrastructure operations
• Bachelor\xe2\x80\x99s degree or equivalent experience
• Outstanding written and verbal communication and presentation skills
• Strong interpersonal skills and ability to work with various teams with varying backgrounds and skill sets
• Strong comfort level with proactively engaging with customers and setting and maintaining expectations
• Strong listening skills and ability to ask effective questions, understand client priorities and anticipate client needs
• Strong problem solving skills
• Strong organizational skills with attention to detail and ability to learn quickly

Position Type/Expected Hours of Work/Travel

• Exempt
• Some travel required
• Minimum 40 hour work week

About Acuative For more than 35 years, Acuative has been providing an innovative approach unique to the communications marketplace. The Acuative team provides the entire end-to-end solution from network design to installation and management. Acuative can provide single-source solutions to help build, monitor, manage and support networks. Acuative\xe2\x80\x99s Security Operations Center (SOC) works to protect against cyberattacks. Staffed by cybersecurity experts, security analysts and engineers who are trained to detect, analyze and respond to cybersecurity incidents and threats, and prevent such instances from happening. SOC staff work with programs and analytical tools that make it possible to stay on top of the latest security threats in the online world. Acuative PMI-certified project managers coordinate directly with all Acuative teams involved in supporting your project - field service teams, technical support teams, outside vendors, and other internal departments, from the initial order process through the successful test and verification of the service. Eliminating information silos and fostering collaboration, the project manager makes the all the connections necessary to streamline the implementation while keeping you apprised through every phase of the project: planning, initiation, monitoring, execution, and closing. Acuative\xe2\x80\x99s Field Service Technicians are the foundation of our service business. They are the face of our company to our customers and we take that very seriously. Acuative Field Service Technicians are employees of the company. This allows a superior level of control over the qualities of our people, including their experience, tools, training, and an overall corporate culture that is committed to providing superior service, each and every day. Our skilled staff, proactive monitoring, and management system coupled with cutting-edge technology help reduce network complexity and gain optimal performance for any business in a single or multivendor environment. Whether it\xe2\x80\x99s helping an organization develop a compelling business case with financial due diligence or ensuring the new WAN design is fit for use, Acuative\xe2\x80\x99s WAN architecture and engineering experts are there to help with robust and scalable designs. We handle the end-to-end process of identifying, evaluating and selecting the best-in-class WAN solutions, including Software Defined Wide Area Networking, SD-WAN, and Distributed Network Functionality Virtualization (D- NFV), based on organizational requirements. We implement, monitor and manage to ensure continuous optimization of organizational networks. We hope you consider joining your talent with our team.