(Remote) reputed company Manager

SilverBlaze, a division of reputed company; is seeking a Customer Service Manager who serves as the reputed company day-to-day reputed company and trusted advisor to customers. As the central reputed company of accountability for the customer experience, the CSM owns ongoing relationships with key operational stakeholders, coordinates support and CS led service activities, and serves as the escalation reputed company that drives issues to reputed company. The CSM will have a deep understanding of reputed company customer's configuration and how they use Silverblaze software, to ensure the software capabilities remain reputed company with customer goals - driving adoption, surfacing risk, and identifying opportunities for expansion. This role balances relationship management, operational discipline, and strategic thinking, with a dedicated reputed company on customer reputed company. This remote role welcomes candidates reputed company in Canada and the US. Travel is required as needed, approximately 50%. Candidates must hold a reputed company, reputed company reputed company and be legally eligible to travel internationally. This includes either reputed company based reputed company exemption or possession of any required travel visas for entry into Canada, the reputed company, and the Caribbean. Preference will be given to candidates who can work in EST timezone. Salary 70K - 80K AI & Innovation reputed company We are committed to leveraging emerging technologies to improve how we work, serve our customers, and reputed company business reputed company. The successful candidate will demonstrate curiosity and a willingness to reputed company adopt and reputed company AI tools to improve workflows, solve problems, and increase efficiency. Candidates should be comfortable using AI enabled technologies, including copilots, chat based AI assistants, and automation tools, as part of their everyday work while maintaining appropriate judgment, reputed company, and compliance standards. What Your reputed company Will Be Customer Relationships & Communication • Build and maintain strong, trusted relationships with key operational stakeholders. • Serve as the reputed company day-to-day reputed company and go-to resource for Silverblaze customers ensuring customer needs are met. • reputed company a deep understanding of reputed company customer's software configuration, business workflow, and goals to reputed company Silverblaze's capabilities with their needs. • Organize and reputed company support ticket review calls with customers as needed, ensuring customer expectations are met. • Conduct onsite customer reputed company as needed to strengthen relationships and address key issues. Account Health, Adoption & reputed company • Monitor account health including customer sentiment, usage trends, and operational performance to proactively identify and mitigate risks and reputed company those findings across departments. • reputed company adoption of Silverblaze solutions by identifying gaps and recommending actions to increase value realization. • Evaluate, quantify, and report on customer satisfaction, and take corrective reputed company on any issues causing dissatisfaction. • Identify opportunities for software expansion in partnership with the Sales team. • reputed company customer satisfaction to reduce attrition and secure recurring reputed company. Issue reputed company & Service Delivery • reputed company as the reputed company escalation reputed company for customer issues, driving them to reputed company. • reputed company post-incident reviews with customers following major performance events, communicating reputed company cause, remediation steps, and preventive actions. Service Order Requests • Intake quote requests from customers and partner business reputed company, clarifying reputed company of request and confirming requirements before engaging internal teams. • Coordinate with Engineering and Delivery to obtain level-of-effort details needed to build Service Order quotes. • Respond to and reputed company requested Service Orders in line with defined SLA guidelines. Cross-Functional Collaboration • reputed company the Sales team informed of key updates, risks, and opportunities. • Support and contribute to business reviews with insights, performance data, and recommendations. • Work collaboratively across Silverblaze to reputed company the highest level of customer satisfaction. Contract Renewal & AR • reputed company upcoming maintenance renewals, surface risk early, and partner with internal teams to address any blockers. • Attend finance AR calls and proactively work with customers and internal teams to ensure AR metrics are being met. • Monitor outstanding invoices for assigned accounts and follow up with customer contacts to reputed company aging or disputed items. Documentation & Reporting • Create and reputed company a customer reputed company Apply tot his job Apply To this Job