Customer Success Manager or Director - Ultimate Technologies Group : Job Details

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The CompanyUltimate Technologies Group (UTG) has been ranked by its people as a Best Place to Work for each year it has been in business. This year marks the 7th year in a row, and the first time UTG made it to the top of the list as the #1 Best Place to Work in Indiana for Small & Medium sized companies. Headquartered in Fishers, IN (just north of Indianapolis),UTG is a service-focused commercial audio-visual and information technology services company that provides global virtual communication and collaboration solutions. UTG designs, installs and services its clients wherever they are in the world.We are asuper-fast-growth company that hires the best talent - a mix of high technical and interpersonal skills. Our team members receive stock ownership, above-market pay, comprehensive benefits including medical, dental, 401K with match, and the opportunity for extensive personal and professional growth. Visit us at Company CultureBenefitsUTG's culture is distinct, emphasizing our values of service, constant experimentation, and transparent communication. We provide a motivating and collaborative environment in which team members can reach their full potential. Some of the celebrations and benefits you can look forward to are:

• Earned Best Places to Work 7 consecutive years!
• Annual performance-based increases and bonuses
• Full benefits
• Stock ownership
• Phone reimbursement
• Internal promotions prioritized
• Summer and Christmas party
• Chili cook-off
• Service day
• Semi-casual attire

The RoleWe are seeking an experienced and dynamic Customer Success Manager or Director to join our team in the commercial audio-visual (AV) industry. The ideal candidate will have a proven track record in customer success management, a deep understanding of the AV or broader technology industry, and a passion for building lasting customer relationships. As the Customer Success Manager or Director, you will be responsible for ensuring our clients receive exceptional service and support, driving customer satisfaction, and fostering long-term partnerships.This is a hybrid role based out of Fishers, IN. Team members are expected to be in-office 3 days per week and work-from-home 2 days per week.Responsibilities

• Customer Relationship Management: Develop and maintain strong relationships with clients, acting as the primary point of contact and trusted advisor for all customer-related matters.
• Onboarding and Training: Oversee the onboarding process for new clients, ensuring they are effectively trained on our products and services to maximize their success and satisfaction.
• Customer Success Strategy: Develop and implement a comprehensive customer success strategy that aligns with our business goals and drives customer retention and growth.
• Performance Metrics: Establish and monitor key performance indicators (KPIs) to measure customer satisfaction, retention, and overall success. Provide regular reports and insights to senior management.
• Issue Resolution: Proactively identify and address any customer concerns or issues, working closely with cross-functional teams to ensure swift and effective resolution.
• Product Feedback: Gather and analyze customer feedback to identify trends and areas for improvement. Work with the product development team to enhance our offerings based on customer needs.
• Team Leadership: Lead and mentor a team of customer success managers, providing guidance, support, and professional development opportunities to ensure their success and growth.
• Customer Advocacy: Act as a customer advocate within the organization, ensuring the customer's voice is heard and their needs are prioritized in decision-making processes.
• Market Awareness: Stay up-to-date with industry trends, market conditions, and competitors to provide valuable insights and recommendations to clients and internal teams.

CompetenciesMust-Haves

• Education: Bachelor's degree in Business, Marketing, Communications, or a related field.
• Experience: Minimum of 5 years of experience in customer success, account management, or a related role within the commercial audio-visual industry.
• Travel: Willingness to travel as needed to meet with clients and attend industry events.

Nice-to-Haves

• Master's degree in related field.

Soft Skills

• Leadership Skills: Proven leadership and team management experience, with the ability to inspire and motivate a team.
• Communication Skills: Excellent verbal and written communication skills, with the ability to effectively present and influence key stakeholders at all levels of an organization.
• Problem-Solving: Strong analytical and problem-solving skills, with the ability to think strategically and execute tactically.
• Customer-Centric: A customer-centric mindset with a passion for delivering exceptional service and support.

Seniority level

• Seniority levelMid-Senior level

Employment type

• Employment typeFull-time

Job function

• Job functionOther
• IndustriesIT Services and IT Consulting

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