Description

　　JOB PURPOSE:

　　Client Success Managers are responsible for creating an incredible experience, delivering joy and delight to our clients which represent a multitude of industries. A Client Success Manager builds thriving relationships with key stakeholders within assigned accounts that promote retention and loyalty. They ensure high levels of satisfaction, successful engagement with Midco’s products and services, and a consistently strong and positive experience with our brand.

　　KEY FUNCTIONS:

　　Manage clear and consistent communication with clients to ensure they are both aware and aligned with how they can be successful with the Midco products and services.

　　Understand deeply how our clients use our products.

　　Build, maintain, and grow client engagement to maximize user adoption and optimize product utilization.

　　Gather feedback on business challenges and opportunities to develop strategic roadmap development.

　　Work collaboratively across Midco’s organization to ensure client questions, feedback, and concerns are addressed and/or resolved in a timely and relevant manner.

　　Partner extensively with the Account Management team to facilitate and conduct business reviews and structured engagements that deliver valuable business insights and roadmap alignment.

　　Design, develop, and deliver client success engagements that mitigate risk, reduce churn, drive referrals, and maximize account health.

　　Advocate for clients by channeling the ‘Voice of the Client’ in driving best practices, align their business roadmap with our products and platform, engaging them as a community.

　　Serve as internal escalation point for difficult technical and escalated client issues.

　　Develop a broad set of skills to support client demand while staying current with Midco’s expanding product offering.

　　Work effectively with vendors as needed to assist in effective troubleshooting.

　　Work independently to resolve client issues while maintaining appropriate leadership awareness.

　　Follow and serve as a role model in displaying Midco’s Core Values and Leadership Success Drivers.

　　Adhere to Midco’s privacy guidelines to ensure each customer’s privacy.

　　Maintain regular attendance as required by your position.

　　ADDITIONAL FUNCTIONS AND RESPONSIBILITIES:

　　Demonstrating Courage

　　Adapt effective communication methods and/or tools given the audience and information.

　　Maximize defined relationships such that the mutually aligned goals and objectives are achieved.

　　Motivate aligned stakeholders by communicating a vision that is adapted to their context and needs.

　　Reduce potential conflict by proactively nurturing relationships with aligned individuals.

　　Execute-Results Leadership

　　Manage project and program work effectively, delivering against known goals and deadlines.

　　Work autonomously to identify root cause of a situation and apply the appropriate solution.

　　Manage assigned tasks successfully and effectively coordinating efforts between multiple groups to maintain partnerships for support of necessary action, despite competing priorities.

　　Innovate-Strategic Thinking

　　Learn from past actions and outcomes to consistently improve in work quality.

　　Quickly define the problem and apply the most effective solution – not simply the most obvious one.

　　Eliminate confusion and doubt that impacts the goals, as opposed to being reactive to situational complexity.

　　Use good judgment to select the appropriate course of action given the situation and data available.

　　Actively follow Midco policies and procedures.

　　Perform other duties as assigned.

　　EXPERIENCE AND EDUCATION:

　　Associate degree in an Information Technology field or equivalent work experience required,

　　Minimum five years’ experience in client service or similar role required. Technical support with client contact experience is preferred.

　　Technical experience in all product lines, which include voice, video, and data technologies; including: voice trunks such as PRI and SIP; IP services over Fiber, Coax, HFC, DOCSIS, Internet, BGP, and MPLS; and complex data networking and design is a plus.

　　Two to three years of previous network experience in the telecommunications industry is preferred.

　　Experience with MS Office, including Word, Excel and Outlook required.

　　WORK ENVIRONMENT AND PHYSICAL & MENTAL QUALIFICATIONS:

　　The employee is occasionally required to reach with hands and arms, stoop, kneel, or crouch.

　　The noise level in the work environment is moderate.

　　Employees may be required to work in excess of 40 hours per week and other than normal business hours, such as holidays, evenings and weekends as business demands.

　　ABOUT MIDCO:

　　Midco:

　　Is the leading provider of reliable, high-speed internet via fiber and fixed wireless technology, serving 460,000 homes and businesses in 400 communities across the Midwest.

　　Provides exceptional customer experience and a superior network, while being a force for good in the communities we serve.

　　Delivers TV services including Midco Sports (a regional sports network), phone, data center and advertising services, plus wholesale networking solutions.

　　Ready to work at Midco? We thought so. Here are a few more reasons why Midco is one of the best places to work:

　　Free Midco internet & TV

　　Great opportunities to get involved in volunteerism

　　Generous 401(k) match and paid time away from work programs

　　And many more

　　Visit Midco.com/Careers to learn about employment opportunities and apply today.

　　Midco is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, protected Veteran status, age, marital status, status with regard to public assistance, familial status, membership or activity in a local commission, or any other characteristic protected by law. To view our full EEO and federal contractor supplemental posters, please refer to Midco.com/Federal Posters.

　　Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

　　The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)