{"id":1315884,"url":"https://alion.io/job/the-hackett-group-dms-customer-success-manager","title":"DMS Customer Success Manager","company":{"id":1841370,"name":"The Hackett Group","domain":"thehackettgroup.com","url":"https://alion.io/company/thehackettgroup","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"D","score":49,"open_postings":131,"ghost_share":0.847,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-30T05:48:23Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Miami, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2022-09-02T22:54:08Z","employer_posted_date":"2022-09-02","last_verified_at":"2026-10-29T15:02:35Z","board_verified":true,"closed_at":null,"days_open":1518,"trust":{"level":"ghost","repost_count":0,"flags":["stale","company_stale"],"days_open":1517},"description":"General Profile\nA Customer Success Manager acts as a liaison between our Support Center and our customers and the different units in the organization. It’s one of the most important drivers of value from a customer’s perspective is the perception of the service provider’s services. \nIt’s a key position, the role of Customer Success Manager is dedicated to monitoring customer satisfaction and understanding and relaying customer needs to the rest of the company’s staff. The CSM role is tethered between the service provider and the customer at strategic and tactical levels, ensuring that the company understands the business requirements of the customer and is able to provide services that meet these needs.\nResponsibilities\nCustomer Experience: CSM responsibilities include developing strong relationships with customers, connecting with key business executives and stakeholders. CSM will ensure the timely and successful delivery of our services according to customer needs and improve the entire customer experience. \nCrisis Management: Point of Contact for the escalation path during emergencies, critical or major incidents. 24/7 Availability.\nOperation Management: Coordination with key internal roles. Responsible for overseeing all customers’ budgets. Provide Accounts Status Reports to Upper Management.\nBusiness Delivery: Monitor quality of delivery levels ensuring high levels of attention to detail.\nProject Management: Leads projects related to the customers.\nService Level Management: Monitor quality of services based on service-level agreements and take action when needed.\nRequired skills/experience\nProject Management\nAccount Management\nSales/Upselling.\nTask Coordination & Resource Planning\nRelationship-building\nStrategic thinking\nAssertiveness and diplomacy\nEnergy and focus\nStrong communication skills\nHighly skilled negotiating and problem-solving skills\nLeadership skills\nAbility to be collaborative and to encourage collaboration","description_format":"text","description_chars":1959,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Information Technology","IT Consulting & Digital Transformation"],"lifecycle":[{"event":"open","at":"2026-09-26T18:34:11Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 10 · green card filings: 3","filings_12m":10,"filings_prev_12m":3,"green_card_filings_12m":3,"median_offered_wage_usd":200577,"route":null,"cap_exempt":false,"checked_at":"2026-10-29T16:27:21+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":3,"band":"cold","label":"Long shot","p_open":1,"p_active":0.098,"p_room":0.28,"age_days":1518,"expected_fill_days":27,"reasons":["conf:14","stale_co","ghost","win:tail","crowd:brand"],"computed_at":"2026-10-30T05:48:23Z"},"pay":null,"html_url":"https://alion.io/job/the-hackett-group-dms-customer-success-manager","json_url":"https://alion.io/job/the-hackett-group-dms-customer-success-manager.json","meta":{"generated_at":"2026-10-30T11:31:49Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":16479,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-31T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1841370},"rest":"https://alion.io/mcp/rest/get_company?id=1841370"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fthe-hackett-group-dms-customer-success-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fthe-hackett-group-dms-customer-success-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fthe-hackett-group-dms-customer-success-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/the-hackett-group-dms-customer-success-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fthe-hackett-group-dms-customer-success-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":1315884}},{"tool":"search_jobs","arguments":{"company":"thehackettgroup.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":1315884},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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