Customer Success Manager

Position Title: Customer Success Manager

Location: Hybrid - Zurich

Language Skills (Essential): German and English

About GTT

:GTT is a leading networking and security as a service provider for multinational organizations, simply and securely connecting people and machines to data and applications — anywhere in the world. We serve thousands of organizations, bringing together the right people, partners and technology to reduce the burden on IT teams and solve the most pressing networking and security challenges. Built on our top-ranked global Tier 1 network, GTT Envision is a single global technology platform to connect, orchestrate, virtualize and automate enterprise networks, enabling customers with consumable solutions to achieve business missions and meet ongoing demand when, where and how needed. Our portfolio includes SASE, SD-WAN, security, internet, voice and other connectivity options, complemented by a suite of professional services and exceptional sales and support teams in local markets around the globe. We partner with our customers to deliver Greater Technology Together. www.gtt.net

.
Role Summar

y:The mission of the Customer Success organization is to establish and maintain strong customer relationships, acting as the voice of the customer and supporting them in realizing the value of their investment while securing retention and growth for GTT. The role of the Customer Success Manager is to build a deep understanding of the customer’s priorities and assures that they are receiving the value they expect. You will build lasting relationships with our most important clients from successful launches to identification of new use cases, and ongoing strategic support that increases satisfaction, maximizes the GTT experience and ultimately drives revenue retention and growt

h.
As a Customer Success Manager, you will support the most valued and strategic customers and ensure each is achieving business value for every stage of their lifecycle. You will work as part of the account team to assure effective communication and partnership with your customers. You will serve as a customer guide, helping them navigate through the entire customer journey and serve as a key “Voice of the Customer”, advocating for the customer to assure internal alignment and complete issue resolution while building loyalty and trust to drive retention and lifetime value. As services come up for renewal, you’ll be a key team member developing and implementing the strategy to assure retenti

on.
You will have excellent working relationships with other representatives of GTT who will be active within their account(s). Specifically, a strong collaborative partnership with the Sales, Support, Services and Product teams will be key to this role. You are the voice of the customer within GTT, ensuring your customers can see value each day across the products and services they

use.
Job S

cope:The Customer Success Manager will be interacting daily with Account Management, Sales Operations & Service Delivery. The successful applicant will have a proven track record with managing large or strategic account customer

base.
Duties and Responsibil

• ities:Be a pillar of effective communication establishing relationships with peers and cust
• omers.Proactive engaged with customers throughout their lifecycle as a GTT cus
• tomer.Serve as the single point of contact, ensuring satisfactory resolution of issues including coordination of cross-departmental GTT resources (e.g., Service Assurance, Service Delivery) for the customer, helping to direct issues to the appropriate internal
• teams.Provide new client onboarding, with an introduction to customer portal, key processes and first invoice r
• eview.Highly engaged in customer issue resolution and handling escalations in real time with appropriate team to avoid further management involv
• ement.Supportive in Billing Dispute management allowing successful collec
• tions.Calculate ETL waiver and prevention of suspe
• nsionsUnderstanding if customers have additional upsell opportunities in regards to GTT products and ser
• vices.Develop understanding of customer priorities and challenges, helping them see shared su
• ccess.Focus on quality of execution; QBRs, Health checks, Account planning and at-risk customer strat
• egies.Support Account executive in developing and executing a strategic business reviews to share progress, metrics, wins and recommendations for the future (products and services)
• (QBR)Partner with Operations, Delivery and Finance to assure status updates are provided to the customer and issues are re
• solvedIdentify and support process improvements to reduce administrative work and improve customer satisfaction across the organiz
• ation.Support data maintenance projects allowing accurate retention and ren
• ewals.Strategic account planning – support Account executive on account expansion and retention plan including clear objectives, requirements and actions that delineates roles, responsibilities and target timelines with the aim of driving value within their current contract wit
• h GTT.Partner with sales leadership to grow revenue via upsells while providing an ideal customer exper
• ience.Contract Renewal. Monitor assigned base of accounts for contract expiration dates and work with account team to develop and execute renewal str
• ategy.Accurately forecast renewal opportunities and churn e
• vents.Become extremely proficient regarding all GTT systems and processes that impact servicing the cu

stomer
Essential Attr

• ibutes:Critical thinker and ability to make de
• cisionsAbility to work under p
• ressureStrong organisational awareness and strong influencing, decision-making, negotiation and planning
• skillsExcellent written and verbal English communication
• skillsProven delivery of high quality, consistent customer service and commercial aw
• arenessExperience of contract negotiation and supplier man
• agementSound systems and IT literacy (ITIL Foundation Qualified pre
• ferred)Flexibility and willingness to travel within Europe (or further) when business needs

dictate
Desirable Att

• ributes:Inspire collaboration, and drive change with
• momentumExperienced in navigating ambiguity and ability to be agile in a changing env
• ironmentExcellent communication skills and the ability to influence wher

e needed
Hours/Trav

• el/Shift:Off
• ice hoursHybrid (1-2 days per week in Zuric

h Office)
Core Com

• petencies:Accuracy and Attention to Detail: Extensive experience in Understanding the necessity and value of accuracy; ability to complete tasks with high levels of
• precision.Effective Communications: Extensive experience understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication b
• ehaviours.Flexibility and Adaptability: Extensive experience in knowledge of successful approaches and techniques for dealing with change; ability to adapt to a changing environment and be comfortable wi
• th change.Initiative: Working knowledge in being proactive and committing to action on self-identified job responsibilities and challenges; ability to seek out work and the drive to accompl
• ish goals.Managing Multiple Priorities: Working knowledge of effective self-management practices; ability to manage multiple concurrent objectives, projects, groups, or activities, making effective judgments as to prioritizing and time a
• llocation.Teamwork: Working knowledge of the necessity and value of teamwork; experience with; ability to work cooperatively towards shared goals and being supportive of others at a
• ll levels.Cross-Team Integration: Working knowledge in understanding of the importance of inter-team collaboration in breaking down silos and achieving business results; ability to lead employees from various functions to communicate, coordinate work across divisions, and collaborate in solving problems as
• one team.Client Relationship Management: Working knowledge of client relationship; ability to address critical issues to meet client needs and maintain engaged, partnering relationship with business partners an

d clients.
Universal Co

• mpetencies:Continuous Improvement: Working knowledge of transformation initiatives to drive fundamental changes, enhance responsiveness and efficiency to core business practices. Ability to drive cultural changes from best effort to result
• s oriented.Customer First (Customer Facing): Working knowledge of internal customer interactions, creating a culture of accountability, collaboration, and partnership. Ability to build an environment supporting internal customer value creation at e
• very level.Operational Excellence: Working knowledge & understanding the system-driven processes for consistency and scalability. Ability to re-focus processes and systems from integration activity to maximizing