About Skyline
Our mission is to build a more resilient and connected society, and providing flawless, next-generation IT services as a means of doing that is only part of what Skyline does. We also believe that building a more resilient and connected society begins with us, our communities, and our workplaces. By embodying effective communication, mutual trust, and respect, we can achieve a positive impact on every person and in every interaction.
We create business-aware networks today that are flexible and scalable for tomorrow. Our approach lies in understanding our client's mission and designing a network that will evolve as they face new challenges in a multi-tenant environment. With specific expertise in enterprise networks, data centers, and service providers, we design the building blocks for future growth.

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About Our Team*
Skyline Technology Solutions is a full-service IT integrator, enterprise solution provider, and product developer to transportation, education, and public safety customers in federal, state, local, and commercial spaces. Skyline specializes in managed IT solutions, public safety data, video interoperability, and physical security and access control services.
With a mission and culture like Skylines, it is no surprise that we are growing and looking for bright individuals who are unafraid of challenges, thrive on problem-solving, and are passionate about helping others succeed. At the pace we are growing, we need people like you to join our team. It is important to us that we can handle the work AND maintain a desirable work/life balance.

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Our New Teammate*
Our Customer Experience (Cx) team is responsible for ensuring our customers are successful across the customer lifecycle in onboarding, deploying, using, servicing, maintaining, and upgrading our Skyline solutions and services.
Customer Experience Success Managers (CxSMs) represent the voice of the customer to Skyline's internal teams, as well as being the person who can share Skylines perspective to achieve mutual success. CxSMs are natural relationship builders who can translate between customers and internal teams.
Each CxSM is assigned a select group of clients, and the corresponding contacts within that account whom are our customers. The CxSM is responsible for the overall accountability for their clients health, care, feeding, and organic growth.

You can expect to spend your time accomplishing the following:

• 35% of time on Objective 1: Facilitating information flows (meetings, conversations, performance metrics and reporting, emails, etc) directly with customers and Skyline teams.
• 35% of time on Objective 2: Representing voice of the customer in program/project/delivery meetings, elevations/escalations, requests.
• 25% of time on Objective 3: Holding customer Quarterly Business Reviews (QBRs) and running customer improvement plans, such as Net Promoter Score (NPS) response plans.
• 5% of time on Objective 4: Personal and organizational growth of Customer centricity.

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Job Responsibilities What to Expect*

• Overall accountability for client health, care, feeding, and organic growth across the customer lifecycle.
• Health:
• Conduct Quarterly and Annual business reviews with assigned Clients to ensure transparency of performance. Solicit customer feedback utilizing Plus Delta inquiry.
• Monitor service performance for clients to ensure their issues are handled appropriately and meet Service Level Agreements (SLAs), as well as identify opportunities for targeted training and process improvement.
• Understand customer financial health, including understanding and visibility of profitability, partnering with Division Directors to manage profitability, and working with accounting/finance on invoicing and payment issues.

• Care:
• Solicit and gather feedback from customers for continuous improvement and corrective actions.
• Represent customer needs and priorities in development meetings.
• Skillfully handle customer elevations and escalations by partnering with Business Development (BD)/Sales, Software (SW) Development, and Operations.
• Ensure Skylines various teams collaborate to deliver to agreed upon requirements and performance.

• Feeding:
• Continuing education of the service offerings for the respective customer vertical to ensure customers have the latest information, upgrades, knowledge, and benefits of Skylines offerings.
• Share with customers how their input is shaping our services and offerings (i.e. release roadmaps, soliciting feedback on prioritization).

• Organic Growth
• Deliver annual revenue and profit growth by actively partnering for opportunities to improve Skylines service to our customers through on-time renewal quotes and reminders, cross-sell, and up-sell opportunities.
• Network within account to find opportunities to hand-off to BD for non-organic growth within accounts. Partner with BD on overall account development plans.

• Other duties as assigned by management.

Your Knowledge & Expertise

• Bachelors degree preferred
• 5+ years of experience in high tech industry preferred
• 2+ years of experience in Customer Experience, Customer Success or Support roles
• Experience with project management, corrective actions, and customer experience action plans desired
• Excellent written and communication skills.

Job Type: Full-time

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