**Experienced Cloud Customer Success Manager I - Night Shift Work from Home -**

Are you a results-driven professional with a passion for delivering exceptional customer experiences? Do you thrive in a fast-paced, dynamic environment where no two days are ever the same? If so, we invite you to join blithequark as an Experienced Cloud Customer Success Manager I, working from the comfort of your own home on a night shift schedule. At blithequark, we're committed to empowering our customers to succeed in a rapidly changing world. As a Cloud Customer Success Manager, you'll play a critical role in building and maintaining strong relationships with our customers, ensuring their technical, administrative, and specialist support needs are met, and identifying opportunities to drive growth and retention. **About blithequark** We're the multicloud solutions experts, combining our expertise with the world's leading technologies to deliver end-to-end solutions that meet the unique needs of our customers. With a proven record of advising, designing, building, and managing solutions that scale, we're dedicated to empowering our customers to achieve their goals. Named a best place to work by Fortune, Forbes, and Glassdoor, we attract and develop world-class talent who share our passion for innovation and customer success. **Job Summary** As an Experienced Cloud Customer Success Manager I, you'll be responsible for taking ownership of customer relationships, serving as an interface between the customer and our support infrastructure, and maximizing the strength of the customer relationship through proactive communication, issue resolution, and sales opportunities. You'll work closely with our sales team to develop and maintain positive customer relations, identifying new business opportunities and driving growth through upselling and cross-selling. **Key Responsibilities** * Build strong partnership relationships with customers, understanding their business needs and goals * Manage support requests and coordinate with Rackspace/Customer support teams to deliver within agreed timescales * Schedule customer maintenance and ensure quality checks have been completed * Manage customer projects and oversee maintenance schedules for on-time delivery * Review service failures and produce incident reports when required * Validate, negotiate, and process service credits * Produce and maintain service improvement plans * Manage contract renewal negotiations * Ensure appropriate documentation is in place for specific support requirements * Organize and chair customer meetings * Produce ad-hoc reports when required * Responsible for adhering to company security policies and procedures * Identify and assist with coaching and development for team members * Seek opportunities to drive change and development to products, the team, and processes **Key Performance Indicators** * Strive towards a world-class target of 80% for the Net Promoter Score, including NPS-T scores * Engage every customer within their customer base * Contribute to install base growth by identifying new business/upgrade opportunities * Accurately forecast churn and engage managers/business development consultants to avoid defection * Reduce the risk of churn by ensuring we retain customers in contract and are creative in our retention strategy * Control credit memos through good administrative control and negotiation on service failures * Self-initiated to meet objectives * Arrange and coordinate training and mentoring sessions **Essential Qualifications** * 2+ years of experience in a customer-facing role, preferably in a cloud-based environment * Proven track record of delivering exceptional customer experiences and driving growth through upselling and cross-selling * Strong communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders * Ability to work independently and as part of a team, with a focus on collaboration and teamwork * Strong problem-solving skills, with the ability to analyze complex issues and develop effective solutions * Experience with CRM software and other customer relationship management tools * Strong analytical and reporting skills, with the ability to produce high-quality reports and presentations **Preferred Qualifications** * Experience working in a cloud-based environment, with a strong understanding of cloud technologies and services * Certification in customer success or a related field * Experience with sales and marketing automation tools * Strong knowledge of cloud-based security and compliance regulations * Experience working in a remote or virtual environment **Skills and Competencies** * Strong communication and interpersonal skills * Ability to build strong relationships with customers and internal stakeholders * Strong problem-solving skills, with the ability to analyze complex issues and develop effective solutions * Experience with CRM software and other customer relationship management tools * Strong analytical and reporting skills, with the ability to produce high-quality reports and presentations * Ability to work independently and as part of a team, with a focus on collaboration and teamwork * Strong time management and organizational skills, with the ability to prioritize tasks and meet deadlines **Career Growth Opportunities and Learning Benefits** At blithequark, we're committed to helping our employees grow and develop their careers. As an Experienced Cloud Customer Success Manager I, you'll have access to a range of training and development opportunities, including: * Regular training and coaching sessions to help you develop your skills and knowledge * Opportunities to attend industry conferences and events * Access to online learning platforms and resources * Mentorship and coaching from experienced colleagues * Opportunities to take on new challenges and responsibilities **Work Environment and Company Culture** We're a remote-friendly company, with a flexible and dynamic work environment that allows you to work from the comfort of your own home. Our company culture is built on a foundation of collaboration, innovation, and customer-centricity, with a focus on empowering our employees to succeed. **Compensation, Perks, and Benefits** We offer a competitive salary and benefits package, including: * Competitive salary and bonus structure * Comprehensive health insurance and wellness programs * 401(k) matching and retirement savings plan * Paid time off and vacation days * Access to a range of employee discounts and perks * Opportunities to attend industry conferences and events **How to Apply** If you're a motivated and results-driven professional with a passion for delivering exceptional customer experiences, we invite you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for the role. We can't wait to hear from you!