Customer Success Manager (SEA)

Redmond, Washington, United States | InTWO Cloud - Seattle | Full-time | Partially remote

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Customer Success Manager

 

InTWO Cloud Network Services - Seattle has an immediate full time opening for an experienced Customer Success Manager. Our Customer Success Manager is responsible for maintaining close communications with our clients to assure complete satisfaction with our services. The CSM will also work cross functionally with other InTWO Cloud teams to deliver comprehensive IT solutions. This position requires excellent communication and organizational skills.  

The Customer Success Manager is a client-facing, proactive role intended to maintain a finger on the pulse of every client.

Specific Responsibilities: 

  • Communicate proactively with every client on at least a monthly basis or better.
  • Act as an advocate for the customer in service issues.
  • Communicate news and relevant information to clients (Not marketing/sales, but informational).
  • Schedule and assure appropriate cadence of QBRs, VCIO visits.
  • Communicate customer concerns with team leads and management.
  • Provide scheduled customer service reports.
  • Communication with customers: keeping them informed of incident progress, notifying them of impending changes or agreed outages
  • Monitor service SLAs and trends.
  • Work with the Service Desk Coordinator to prioritize service requests.
  • Provide backup to regular service dispatching functions.
  • Escalate service requests that require engineer level support when necessary.
  • Responsible for entering time and expenses in PSA as it occurs
  • Complete assigned training materials to meet the requirements of the position
  • Attend weekly service meetings with the service team

Required Technical and Interpersonal Skills: 

  • Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
  • Ability to multi-task and adapt to changes quickly
  • Technical awareness: ability to match resources to technical issues appropriately
  • Maintain awareness of all organization’s key IT services and support methodologies
  • Typing skills to ensure quick and accurate entry of service request details
  • Self-motivated with the ability to work in a fast-moving environment


About InTWO

Imagine a world…

in which the next generation of working and living is the standard. Where we can securely work anywhere and have access to all our data and applications, safe and performant, anytime.

We are a world leading service provider in cloud technology. InTWO stands for movement into a new era: where TWO worlds – the digital and business – come together through the cloud, helping businesses transform during the 4<sup>th</sup> industrial revolution with integrated cloud, collaboration and application solutions.

InTWO is a 100% subsidiary of RIB Schneider group, and has 20 years of cloud technology experience. We help over 1,000 customers in 40 countries worldwide with new ways of working for competitive advantage. Our technology expert colleagues from our offices across USA, Europe, Middle East, India, and Asia Pacific are there to help our customers get the best from the cloud.

 

Our Mission

Our mission is to help businesses achieve more with cloud technology and we are committed to move businesses to the next level by enabling and delivering the most innovative and agile cloud infrastructure and business application solutions possible. This allows our clients to have continuous control, realize stunning results, work in new ways, and generate compelling new futures.

 

Microsoft Accreditations

InTWO is a member of several Microsoft programs, is enrolled in the Global Azure Expert Managed Services Provider program, Dynamics Inner Circle Group, holds multiple Microsoft Gold & Silver cloud certificates, and is a member of the Azure Elite Group, a group of most successful Microsoft cloud partners in the world. InTWO’s differentiated skillset and global reach has earned us a strategic relationship with Microsoft as a global multi-tier (direct and indirect) Cloud Solution Provider (CSP).

  • Gold for Application Development
  • Gold for Cloud Business Applications
  • Gold for Cloud Platform
  • Gold for Cloud Productivity
  • Gold for Datacenter
  • Gold for Enterprise Resource Planning
  • Gold for Data Analytics
  • Gold for Security
  • Gold for Small and Midmarket Cloud Solutions
  • Gold for Enterprise Mobility Management
  • Gold for Midmarket and Cloud Solutions
  • Silver for Collaboration & Content
  • Silver for Application Integration
  • Silver for Enterprise Mobility Management
  • Silver for Messaging
  • Silver for Datacenter
  • Azure Windows Server Specialization
  • SQL Server Advanced Migration Specialization 

 

Part of RIB-Schneider

RIB-Schneider Group is a pioneer in the digitization of the construction industry. The company creates, develops and offers cutting-edge digital technologies for construction enterprises and projects across various industries worldwide. Being a part of the RIB group, makes our InTWO proposition even stronger. “We are running together to create the next­­­ generation of living.”

 

Technology Leadership

InTWO capitalizes on a strong horizontal expertise of deploying Microsoft and other application workloads in the cloud. We have developed state-of-the-art automation and implemented IP and tools to facilitate faster implementation, integration and easier service management worldwide. Our technology expertise entails leveraging modern IaaS, PaaS and SaaS options to create the best possible and future-proof cloud s­­­­olutions. InTWO offers its solutions from Azure cloud platforms across the globe.

 

Global 24/7 Follow-the-Sun Customer Service

InTWO has a robust international organization of sales, engineering and customer service to support our customers.

InTWO’s knowledge and experience of Azure as well as private and hybrid cloud environments enables rapid architecture and deployment of customized applications, supported with a ‘follow-the-sun’ 24/7 global support organization. InTWO provides its customers with uptime guarantees for infrastructure and application levels as part of its industry leading SLA.