brightfin is a revolutionary, subscription-based software provider of Technology Expense Management and Digital Workplace Solutions. Built natively on ServiceNow, brightfin helps companies centralize and manage IT assets and expenses across mobile, telecom (fixed / voice & data), and cloud.
brightfin partners with enterprises and government agencies globally to provide cost savings, deep insights, efficiency through automated workflows, and industry-leading services such as UEM, lifecycle management, bill pay, and more. The company has been recognized as a Visionary on Gartner’s Magic Quadrant for Managed Mobility Services, Global.
Job Summary: The CDM is the business and support interface between brightfin and the customer’s team. Responsibilities include overseeing the delivery of contractual scope for each customer within portfolio, customer satisfaction, scope management as well as meeting or exceeding contractual service level agreements. The CDM must have strong communication, presentation, customer service, analytical, and project management skills.
Essential Functions / Duties / Responsibilities:
- Enterprise level account management
- Establish and maintain the primary business relationships with customer teams.
- Creates and delivers quarterly business reviews, aligns initiatives with client and identifies upsell and cross-sell opportunities.
- Identifies business value provided by the contracted solution; understands the business objectives of the customers at various stages of the relationship to aligns services with those objectives.
- Understands the ROI calculations and ensures that the relationship is living up to expectations.
- Identifies areas of risk and takes steps to prevent customer and/or revenue churn.
- Responsible for defining and executing product adoption and customer retention plans. Coordinates with operational departments to ensure service levels are met and positive user experience.
- Own regular update calls to provide the customer with an overview of all activities taking place across the various services that are provided as part of the partnership.
- Ensure the support team is following rules of engagement as documented during implementation and updated throughout the partnership
- Handle customer and vendor escalations and engage management as required; identify potential challenges early and involve key resources to resolve thereby avoiding further escalations.
- Responsible for owning customer portfolio and delivering contracted services, including maintenance of any internal processes and documentation requirements
- Capture system or process enhancement asks; document and communicate needed enhancements to appropriate internal stakeholders for work/cost estimations.
- Ensure customer is aware of enhancements and functionality additions and collaborate with customer to use/implement such functionality where appropriate.
- Track customer satisfaction levels and make recommendations for improvement.
- Oversight of customer invoicing as it relates to contractual deliverables. Works with bf Finance/Accounting on any invoicing related questions and corrections.
Supervisory Responsibilities: None
Minimum Qualifications:
- Must have minimum 3 years’ experience working in TEM or similar customer success environment.
Required Knowledge/Skills/Abilities:
- Exceptional communication skills, written and oral
- Strong aptitude for cross team collaboration and critical thinking
- Ability to lead customer escalation and expectation setting
- Moderate computer skills and typing ability
- Organized and punctual in task completion
- High school diploma or equivalent required
Compensation & Benefits:
- brightfin offers a comprehensive health, dental and vision benefits package.
- Paid time off. We strongly believe in work-life balance and taking time for yourself.
- 401K with employer match
- Compensation Range: $70,000 - $74,000 per year
- Anticipated application window: October 21, 2024 - November 8, 2024
Physical Requirements: Prolonged periods of sitting at a desk and working on a computer.
Employment Type: Full-Time
FLSA Status: Exempt
Location: Remote, US-based
The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. brightfin is an equal opportunity employer. The company will consider all qualified applicants without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, disability, veteran or military status, age, genetic information or other characteristics protected by federal, state, or local applicable law. Candidates are subject to a background check. All employees must adhere to brightfin’s Information Security and Privacy policies and procedures.
