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About the job

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, preferably in the US Eastern or Central time zone.

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 should have:

Proven work experience as a Customer Success Manager or similar role, with at least 5 years of expirence.

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 up to 15% percent.

Pay & Benefits

For this role, the estimated base salary range is between $90,000 or $43.26 - $100,000 or $48.07/hr. 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

For more information, please see links below:

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Harmonic (NASDAQ: HLIT), the worldwide leader in virtualized broadband solutions, is transforming multi-gigabit connectivity. The company’s industry-leading cOS™ virtualized broadband platform, suite of solutions for fiber and DOCSIS, and a growing portfolio of AI-powered network intelligence solutions, enable broadband service providers to simplify operations, deliver exceptional subscriber experiences and expand revenue streams. With thousands of vCMTS servers and hundreds of thousands of RPDs deployed globally, Harmonic powers next-generation broadband services with five-nines reliability. Anchored with a customer-first approach and driven by a legacy of innovation, Harmonic supports broadband service providers at every stage of their network evolution. More information is available at www.harmonicinc.com.