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GDH · 3 days ago

Customer Success Manager

Austin, TX

Full-time

Hybrid

Senior Level, Lead/Staff

$70/hr - $80/hr

8+ years exp

GDH is a leading global technology company seeking a highly skilled Customer Success Manager to join their dynamic team. The successful candidate will drive the adoption of advanced technology solutions and ensure customer satisfaction across multiple regions.

ConsultingEmploymentStaffing Agency

Growth Opportunities

Responsibilities

Serve as the primary Customer Experience (CX) point of contact for premium accounts, taking end-to-end ownership of customer success and program outcomes

Manage the entire program lifecycle, including initiation, planning, execution, monitoring, and closure, to achieve strategic organizational goals

Develop and implement strategies to drive successful adoption and utilization of technology solutions and services, ensuring maximum value realization for customers

Establish and execute robust program governance frameworks to facilitate effective decision-making and transparent reporting on program outcomes, technology adoption, and financial status

Oversee and coordinate resources across delivery, technical support, customer success, renewals, and external partners to ensure seamless execution and customer satisfaction

Monitor and manage program risks and issues, proactively addressing and mitigating challenges to ensure successful delivery

Facilitate open communication with stakeholders, including technical and operational leaders and executives, ensuring alignment and timely updates on program progress and outcomes

Lead, mentor, and guide cross-functional teams within a matrix environment, fostering skill development and continuous improvement through training and development initiatives

Qualification

Project Management CertificationCustomer-Facing ExperienceProgram Management MethodologiesAgile CertificationContract ManagementAnalytical SkillsMicrosoft ProjectMicrosoft ExcelMicrosoft WordMicrosoft PowerPointFluency in EnglishLeadership SkillsCommunication Skills

Required

Bachelor's degree with a minimum of 12 years of experience in project or program management, or a master's degree with at least 8 years of relevant experience

Advanced project management certification required (PMP or equivalent)

Minimum of 5 years of direct customer-facing experience managing complex, multi-technology programs

Demonstrated experience collaborating with both customer-employed and external partners in a global, cross-functional environment

Proficiency in program and project management methodologies, including financial and performance reporting, risk management, and procurement processes

Strong familiarity with contract management and a commitment to achieving high customer satisfaction

Exceptional leadership, self-management, and communication skills, with the ability to influence and guide diverse teams

Advanced analytical and critical thinking skills, with the ability to develop creative solutions and drive complex projects informed by current business trends

Fluency in English and the local business language, with strong written and verbal communication abilities

Proficiency with Microsoft Project, Excel, Word, PowerPoint, and PMO governance tools