Job Description

Customer Success Manager

Harmonic is the worldwide leader in software-based cable access solutions. We revolutionized cable access networking with the industry’s first virtualized cable access solution, enabling cable operators to deploy gigabit internet services more flexibly and efficiently to consumers’ homes and mobile devices. More information is available at www.harmonicinc.com

Role description

A Customer Success Manager (CSM) is a professional who is responsible for developing a positive customer experience and fostering healthy working relationships. They function as a bridge between the support and the sales team.

The CSM reports directly to the Customer Success Regional Lead. There are no direct reports to this position.

We are looking for a customer success manager who can provide ongoing support to our clients and network with them. The candidate should be able to contribute to building relationships and implementing innovative programs that will increase your business’ revenue potential and minimize churn rates.

A Customer Success Manager’s responsibilities include supporting customers as they transition from sales prospects, building close relationships that often last beyond any one project or job-order lasting process ownership with the business itself.

Ultimately, Lead the customer interfaces help solving their commercial and technical challenges and ensure their satisfaction while they are an active account with us. You will also collaborate closely with other employees to ensure customer questions and concerns are addressed in a timely manner.

Location

Remote – this position is 100% Remote anywhere in the US

What you will be doing

Establish clear client retention goals
Process milestones for the clients and employees to work toward
Assist customers with setting up and navigating programs or software
Promote the value of the product
Upsell services and products with the brand image
Promote value through customer experience
Assist in creating training courses and educational materials
Lead Customer meetings including QBR’s
Lead & Generate Reports, Quotes, Pricing and Contract renewals
Maintain & track high score of NPS & CSAT
Track commercial and technical SLA’s & KPI’s
Review customer complaints and concerns and seek to improve the customer experience

What you need to succeed

Proven work experience as a Customer Success Manager or similar role
Experience working with MSOs and promoting value through customer experience
Exceptional ability to communicate and foster positive business relationships
Technical skills required, as they relate to the use of the product or service
Technical experience in the high-tech industry, preferably within the broadband or telecom industries
Accountability and personal organization are essential
Experience in managing a diverse group and training each according to company standards
A communications or marketing degree is preferred

Travel

You are required to travel about 20%

Pay & Benefits

For this role, the estimated base salary range is between $70,000 - $90,000. The actual base salary will vary based on various factors, including market, location and individual qualifications objectively assessed during the interview process.

Diversity, Equality, and & Inclusion at Harmonic Inc

At Harmonic, we believe that building and nurturing a global team with diverse backgrounds and voices is critical to our success. Together, we achieve excellence through creativity and innovation, build relationships based on integrity and mutual respect, and deliver the highest quality in every aspect of our business for the benefit of our employees, business partners and shareholders.

Additional Equal Opportunity statement

Harmonic is an equal opportunity employer. Qualified applicants will receive consideration for employment regardless of gender, race, color, national origin, ancestry, citizenship, religion, age, physical or mental disability, medical condition, genetic information, pregnancy, sexual orientation, gender identity or gender expression, veteran status, or marital status, or any other characteristic protected by federal, state or local law. In addition, we will provide reasonable accommodations for qualified individuals with disabilities. Additionally, we will make reasonable accommodation to assist a person with a disability in the application process. If you need an accommodation in order to apply for a position, please contact hrhelp.nam@harmonicinc.com

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