Customer Success Manager

Job Title: Customer Success manager

Location – USA

Job Type- Full time-Permanent

Why Rahi ?

Rahi is a purpose driven company, where we consider our team as our most important asset. Rahi, headquartered in Silicon Valley was founded in 2013 and enables Digital Transformation through its portfolio of cutting edge IT Solutions & Services. Our mission is to enable customer success and create a collaborative, growth oriented culture for our team.

On Nov.2022, Rahi Systems was acquired by Wesco International (NYSE: WCC). Headquartered in Pittsburgh, Pennsylvania, Wesco is a FORTUNE 500® company with more than $18 billion in annual sales and a leading provider of business-to-business distribution, logistics services and supply chain solutions. In 2022, Wesco International completed a merger with Anixter, a leading global distributor of Network & Security Solutions, Electrical & Electronic Solutions and Utility Power Solutions. Upon the merger, Anixter became the full subsidiary of Wesco. The Wesco/Anixter/Rahi group employs approximately 18,000 people, partners with the industry’s premier suppliers, and serves thousands of customers around the world, including more than 90% of FORTUNE 100® companies.

This role, while organizationally part of the Rahi systems, is made available within Anixter Norge AS, a Norwegian company within the Wesco/Anixter group.

Rahi has consistently won Comparably’s Awards for Best Company Culture, Best Outlook and TOP 50 CEOs and management. Our culture is inclusive, open and we are big believers in giving back. Want to be part of a high performance team that motivates you to excel and takes your career to newer heights?

Job Overview:

We are seeking a highly motivated and skilled Customer Success Manager to join our team. The CSM will be responsible for maintaining strong relationships with our hyper-scale customers, ensuring their satisfaction with our projects and ongoing services. This role requires excellent communication, problem-solving, and organizational skills, as well as a deep understanding of customer success principles.

Key Responsibilities:

• Establish and maintain strong relationships with hyper-scale customers, acting as their primary point of contact.
• Conduct regular business reviews with both internal stakeholders and clients to ensure expectations are met and identify opportunities for improvement.
• Proactively follow up on customer issues, ensuring prompt resolution and high levels of customer satisfaction.
• Effectively identifying critical issues and assessing their impact, and subsequently engaging with internal stakeholders to facilitate prompt resolution and implement necessary fixes.
• Provide weekly reports on key performance indicators, including customer satisfaction metrics, to clients and internal teams.
• Collaborate with cross-functional teams to ensure successful project implementation and ongoing service delivery.
• Identify upsell and cross-sell opportunities, working closely with the sales team to maximize revenue generation.
• Stay up-to-date with industry trends and best practices in customer success to develop and refine strategies that enhance customer satisfaction and retention.

Requirements:

• Proven work experience as a Customer Success Manager or similar customer-facing role.
• Strong understanding of datacenter technologies and related technologies.
• Excellent communication and interpersonal skills, with the ability to build strong relationships at all levels.
• Exceptional problem-solving and analytical abilities.
• Proficiency in CRM software, such as Netsuite or Hubspot.
• Ability to adapt and thrive in a fast-paced, rapidly changing environment, quickly learning and understanding new issues and concepts.
• Proficiency in quickly learning and adapting to various work tools and platforms such as Lark, Dingtalk, or similar client-specific software.
• Experience working with collaborative tools like Gsuite or Lark.
• Demonstrated ability to meet and exceed customer expectations.
• Bachelor’s degree in Business Administration, Marketing, or a related field.

Skills:

• Strong relationship management skills.
• Excellent written and verbal communication skills.
• Proficient in data analysis and reporting.
• Solution-oriented mindset with a focus on customer satisfaction.
• Business acumen and strategic thinking.

Experience:

• Minimum of 5 years of experience in a customer success or partner management role.
• Experience working with hyper-scale customers is highly preferred.
• Familiarity with project management principles is a plus.

Join our team as a Customer Success Manager and help us maintain strong relationships with our valued hyper-scale customers.

We offer a competitive salary, comprehensive benefits package, and opportunities for professional growth.

Rahi