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MIDCO Client Success Manager - Sioux Falls, SD in Sioux Falls, South Dakota

Description

JOB PURPOSE:

Client Success Managers are responsible for creating an incredible experience, delivering joy and delight to our clients which represent a multitude of industries. A Client Success Manager builds thriving relationships with key stakeholders within assigned accounts that promote retention and loyalty. They ensure high levels of satisfaction, successful engagement with Midco’s products and services, and a consistently strong and positive experience with our brand.

KEY FUNCTIONS:

  • Manage clear and consistent communication with clients to ensure they are both aware and aligned with how they can be successful with the Midco products and services

  • Understand deeply how our clients use our products.

  • Build, maintain, and grow client engagement to maximize user adoption and optimize product utilization.

  • Educate clients on product features and functionality while gathering feedback on business challenges and opportunities to develop strategic roadmap development.

  • Work collaboratively across Midco’s organization to ensure client questions, feedback, and concerns are addressed and/or resolved in a timely and relevant manner.

  • Partner extensively with the Account Management team to facilitate and conduct business reviews and structured engagements that deliver valuable business insights and roadmap alignment.

  • Design, develop, and deliver client success engagements that mitigate risk, reduce churn, drive referrals, and maximize account health.

  • Advocate for clients by channeling the ‘Voice of the Client’ in driving best practices, align their business roadmap with our products and platform, engaging them as a community.

  • Serve as internal escalation point for difficult technical and escalated client issues.

  • Cross-train as required, develop a broad set of skills to support client demand while staying current with Midco’s expanding product offering.

  • Work effectively with vendors as needed to assist in effective troubleshooting.

  • Work independently to resolve client issues while maintaining appropriate management awareness.

  • Adhere to Midco privacy guidelines to ensure each client’s privacy.

  • Maintain regular attendance and adhere to scheduling as required by your position.

COMPETENCIES & PROFICIENCIES

Building Effective Relationships

  • Adapt effective communication methods and/or tools given the audience and information.

  • Maximize defined relationships such that the mutually aligned goals and objectives are achieved.

  • Motivate aligned stakeholders by communicating a vision that is adapted to their context and needs.

  • Reduce potential conflict by proactively nurturing relationships with aligned individuals.

Bias for Action

  • Manage project and program work effectively, delivering against known goals and deadlines.

  • Work autonomously to identify root cause of a situation and apply the appropriate solution.

  • Manage assigned tasks successfully and effectively coordinating efforts between multiple groups to maintain partnerships for support of necessary action, despite competing priorities.

Disciplined and Strategic Thinking

  • Learn from past actions and outcomes to consistently improve in work quality.

  • Quickly define the problem and apply the most effective solution – not simply the most obvious one.

  • Eliminate confusion and doubt that impacts the goals, as opposed to being reactive to situational complexity.

  • Use good judgment to select the appropriate course of action given the situation and data available.

EXPERIENCE AND EDUCATION:

  • Associate’s Degree in an Information Technology field or equivalent experience required, Bachelor’s Degree is preferred

  • Minimum five years’ experience in client service or similar role required. Technical support with client contact experience is preferred.

  • Technical experience in all product lines, which include voice, video, and data technologies required; including: voice trunks such as PRI and SIP; IP services over Fiber, Coax, HFC, DOCSIS, Internet, BGP, and MPLS; and complex data networking and design.

  • Two to three years of previous network experience in the telecommunications industry is preferred.

  • Experience with MS Office, including Word, Excel and Outlook required.

WORK ENVIRONMENT AND PHYSICAL DEMANDS:

  • The employee is occasionally required to reach with hands and arms, stoop, kneel, or crouch.

  • The noise level in the work environment is moderate.

  • Employees may be required to work in excess of 40 hours per week and other than normal business hours, such as holidays, evenings and weekends as business demands.

  • Ability to travel to visit prospective and current clients up to 20%.

ABOUT MIDCO:

Midco has been blazing trails since 1931, bringing innovation to the world of telecommunications and delighting customers with exceptional service. Through ambition, imagination and a genuine commitment to each other, Midco proudly serves more than 385,000 residential and business customers in 342 communities in Kansas, Minnesota, North Dakota, South Dakota, and Wisconsin. By 2025, Midco will deploy 10G, the next great leap for broadband – while also expanding its fixed wireless network to rural areas. We’re also dedicated to making our communities better places to live, work and play. Ready to work at Midco? We thought so. Here are a few more reasons why Midco is one of the best places to work:

  • Free and discounted Midco internet / cable

  • Tuition reimbursement

  • Support of employee involvement in the communities we serve

  • Employee referral program

  • Wellness programs

Visit MidcoCareers.com to learn about employment opportunities and apply today.

Midco is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, protected Veteran status, age, marital status, status with regard to public assistance, familial status, membership or activity in a local commission, or any other characteristic protected by law. To view our full EEO and federal contractor supplemental posters, please refer to Midco.com/FederalPosters.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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