Silverline Solutions, headquartered in Winterville, North Carolina, is a well-established, modern, comprehensive technology solutions provider that focuses on giving our customers and their customers a great experience. Our passions are our people, our customers, and technology. We offer secure and reliable technology solutions to customers across the country, including data center services, managed services, security services, and our unique and ever-expanding application portfolio.

Position Overview:

Silverline Solutions is looking for an experienced, dedicated Customer Success Manager. The person in this role will actively engage with customers and help make sure that the company is promptly handling any issues that arise and providing our customers with the best possible experience.

Our ideal candidate will have at least 3 years of experience in driving customer satisfaction within a business. This person will be a passionate self-starter with great communication and organizational skills who will be dedicated to ensuring that Silverline Solutions provides exceptional service and delivers maximum value to our customers.

Responsibilities:

• Schedule and conduct Customer Experience meetings with customers
• Schedule and conduct Business Reviews with customers
• Work with customers to effectively communicate proper expectations
• Review and analyze processes and customer feedback to drive improvements in service and support delivery
• Act as an escalation point for complex customer issues, ensuring prompt and effective resolution from our teams to maintain customer satisfaction
• Work closely with other departments, including sales, product development, and support teams to address customer needs and enhance overall customer experience
• Communicate with customers to ensure support was properly and effectively handled
• Track key performance indicators (KPIs) for customer satisfaction, ensuring goals are met and service standards are maintained
• Facilitate and work with staff and customers during customer onboardings or larger projects
• Develop and prepare reports on customer service metrics, team performance, and customer feedback and present to the company’s leadership team
• Conduct a regular cadence of meetings to provide priority and effectively handle communication internally and to our customers
• Work with staff and customers to ensure a smooth transition from sales to operations
• Develop, review, and audit processes and documentation as needed

Required Skills and Experience:

• A minimum of 3 years of consultative sales, account management, or customer service experience
• A role in IT support, account management, project management, or customer service management will be favored, but not required
• A strong understanding of technology – especially as it relates to businesses
• Excellent, effective communication skills, both verbal and written
• Strong analytical and problem-solving skills, with the ability to manage complex customer issues effectively
• A deep commitment to customer satisfaction and a passion for delivering exceptional service
• The ability to build strong relationships with customers
• The ability to be empathetic and understanding of customer’s needs
• A continuous improvement mindset

What we offer

Highly competitive compensation, based on experience and qualifications. In addition, all full-time positions are eligible for benefits, including insurance (medical, dental, vision, disability, and life), paid time off, and a 401K plan with company match.