Entry level / Full-Time / Sales
The Customer Success Manager will be responsible for the success of our clients' portfolio that establishes our company as the number one vendor with the strongest presence in the telecommunications industry. Team members will be flexible, enthusiastic, and be willing to participate in improving our internal practices as we continue to advance and work to scale our business. The key goals will be:
1. Training
Conduct training with our staff for Standard and Configured practices
2.Ongoing engagement
Understand customer goals and drive adoption and usage of J.D. Powers & Associates Best Practices.
Build relationships with key members to understand challenges and successes to translate to other contacts.
Deliver successful customers to the contract renewal cycle and support renewals process to minimize customer attrition.
Develop meaningful relationships with customers throughout contract (phone, email, etc.).
3. Internal and external consulting
Establish self as expert in building relationships with assigned customers. Hold consistent meetings with sales associates to maintain the health of accounts to communicate directly with clients.
Exhibit high level of communication with external customers to establish continual business
Identify and communicate upsell opportunities with sales reps uncovered through client consultation and usage trends.
Understand what motivates customers to seek support and develop ideas to address.
Provide strong sales knowledge that is communicated with confidence internally and externally.
4. Technical Knowledge
Interpret intensity of customer's issues received directly and communicate effectively with technology team.
Educate customers on system upgrades and new released features.
5. Customer Success Team Development
Discuss ideas with team collaboratively. Ensure team's focus remains on customer.
Take ownership of projects and follow through to completion.
Track customer interactions to keep precise records for future growth of team.
JOB REQUIREMENTS
Bachelor's degree in Business, Marketing, Communications or related field
2-5 years in customer success, consultant, or account management role
Skilled at building enduring relationships with customers and providing exception service and follow through to completion
Excellent presentation, written and oral communication skills
Technical aptitude for telecommunications information
Ability to learn fast, multi-task, and handle complex situations with no supervision and with superior communication skills
Intermediate knowledge in Word, Excel, Power Point and Outlook
Estimated Salary: $20 to $28 per hour based on qualifications.
1. Training
Conduct training with our staff for Standard and Configured practices
2.Ongoing engagement
Understand customer goals and drive adoption and usage of J.D. Powers & Associates Best Practices.
Build relationships with key members to understand challenges and successes to translate to other contacts.
Deliver successful customers to the contract renewal cycle and support renewals process to minimize customer attrition.
Develop meaningful relationships with customers throughout contract (phone, email, etc.).
3. Internal and external consulting
Establish self as expert in building relationships with assigned customers. Hold consistent meetings with sales associates to maintain the health of accounts to communicate directly with clients.
Exhibit high level of communication with external customers to establish continual business
Identify and communicate upsell opportunities with sales reps uncovered through client consultation and usage trends.
Understand what motivates customers to seek support and develop ideas to address.
Provide strong sales knowledge that is communicated with confidence internally and externally.
4. Technical Knowledge
Interpret intensity of customer's issues received directly and communicate effectively with technology team.
Educate customers on system upgrades and new released features.
5. Customer Success Team Development
Discuss ideas with team collaboratively. Ensure team's focus remains on customer.
Take ownership of projects and follow through to completion.
Track customer interactions to keep precise records for future growth of team.
JOB REQUIREMENTS
Bachelor's degree in Business, Marketing, Communications or related field
2-5 years in customer success, consultant, or account management role
Skilled at building enduring relationships with customers and providing exception service and follow through to completion
Excellent presentation, written and oral communication skills
Technical aptitude for telecommunications information
Ability to learn fast, multi-task, and handle complex situations with no supervision and with superior communication skills
Intermediate knowledge in Word, Excel, Power Point and Outlook
Estimated Salary: $20 to $28 per hour based on qualifications.
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