Customer Success Manager
Harmony Information Systems, Inc. - Reston, VA

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Customer Success Manager As a critical component of Harmony's Customer Success commitment, the Customer Success Manager is expected to demonstrate exemplary customer service and service recovery skills. Moreover, the Customer Success Manager's primary responsibility is to ensure that customer's expectations are set, managed and exceeded. In doing so, s/he will be expected to build solid relationships at all levels within customer organizations which can be leveraged for references along with new and repeat business opportunities.

A more subtle but equally valuable objective is the reinforcement of the customer's return on investment (ROI). To be optimally effective in underscoring the key value propositions, a Customer Success Manager will engage early and collaborate with customers regarding success metrics. This enables regular reassessment to demonstrate that the Harmony solutions are generating success as defined by the customer.

In addition to forging customer partnerships, the Customer Success Manager will build bridges into all other departments at Harmony to ensure that the organization exhibits customer-centric decisions and effective communication. The responsibilities of this position include a combination of technical support and/or training, relationship management, and customer advocacy (which approaches, but does not eclipse Harmony advocacy). This position requires impeccable service delivery capabilities, strong analytical and problem-solving skills, and stellar communication skills. The ideal candidate will embody Harmony values along with effective organizational skills, good judgment, independence, creativity, and professionalism at all times. This is a full-time, exempt position which may require travel between the office and customers and/or conferences.

Position Responsibilities:
  • Provides a single point of contact for an assigned set of customers on a proactive, long-term basis.
  • Establishes and maintains strong, trusted relationships with assigned customer.
  • Holds regular (weekly/bi-weekly/monthly/quarterly) scheduled calls/meetings with assigned customer accounts to provide guidance and advice on forward-looking plans, as well as understand and provide status on current issues.
  • Maintains an awareness of the customer's unique implementation, contract requirements, and documents, tracks and supports compliance with Service Level Agreements.
  • Educates and promotes best practices for leveraging Harmony products and services.
  • Tracks and reports customer specific trends to identify and escalate issues affecting the customer's satisfaction/success.
  • Reports to management to provide insight into the current state of the customer relationship on assigned accounts.
  • Drives issue resolution using standard process/procedures in coordination with supporting resources.
  • Regularly communicates with assigned accounts, sets expectations, and negotiates priorities appropriately.
  • Proactively manages, measures and tracks customer issues/tickets to insure their timely and accurate resolution and serves as an escalation point for customer identified issues.
  • Partners with peers across the organization (sales, professional services, product, etc.) to ensure new opportunities are identified and cultivated appropriately within each customer account.
  • Other duties as assigned from time to time by the manager.
  • Proficiency with oral and written communication to customers and colleagues.
  • High level of initiative and innovation.
  • Ability to work under pressure and handle stressful situations constructively.
  • Available to work a flexible work schedule and travel as needed.
  • Positive attitude, enthusiasm, open to change and risk-taking, and a high level of integrity and ethics.
  • Proficient with Microsoft Office suite of applications
  • Bachelor's degree
  • Minimum of two years' experience in an account management role (or a role with all relevant, transferable skills); additional industry experience is desirable
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Harmony provides equal opportunity in employment to all employees and applicants for employment. No person will be discriminated against in employment because of race, religion, color, sex, sexual orientation, age, national origin, disability, military status, or any other characteristic protected by applicable federal or state law. HarmonyIS is a drug-free workplace. Employment is contingent on results of a criminal background investigation. Harmony uses e-Verify to confirm work status.