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We are seeking a motivated and passionate person to join us as a Jr Customer Success Manager. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you Responsibilities Develop strong customer relationships and serve in the role of trusted partner. Proactively drive adoption across multiple product technology stack to ensure customers are maximizing ROI. Manage adoption campaigns through regular updates of campaign objective in our CRM. Ensure customer satisfaction : facilitate quarterly business reviews, execute on mutual success plans, address technical demands, engage appropriate resources to ensure issues are being handled and escalated in a timely matter. Mitigate churn risk and maintain / grow monthly recurring revenue Project Management - quarterback internal and external initiatives. Act as a liaison to sales by building internal relationships to help identify opportunities and expand Partner cross-functionally with support, professional services, sales and marketing segments to create customer success that drives positive customer satisfaction and account growth. Execute and build out an Adoption strategy through consistent weekly, bi-weekly or quarterly business reviews to have a proactive approach with the account base. Document necessary updates in CRM to ensure accurate account assignment, communication delivery and service enablement. Continually develop expertise in areas such as networking, product features and training plans to share best practices with customers and create a continuous learning experience for our customers. Team closely with your sales rep counterpart in assigned accounts. Qualifications 1 yrs experience in an Account Management, Sales Project Manager or Customer Success Role 1+ yr in high-tech industry telecommunications industry 2 yrs experience in a B2B environment Proven track record of balancing, prioritizing and completing multiple tasks for customers, delivering them on-time with quality Strong analytical and problem-solving skills Excellent presentation skills, from mid-level to exec level audiences Excellent communication skills - fluency in English - and understanding of situational uses of different communication skills Ability to lead cross-functional teams within to resolve issues Solution-oriented mindset to understand and solve complex customer issues. Experience with VoIP technology, Contact Center technology and terminology including SIP, RTP, QoS, COS, and codecs Knowledgeable in advanced network troubleshooting and terminology including LAN / WAN, Routers, Firewalls, Switches, PBX deployment, TCP / IP (IPv4) preferrable accounts. 4-5M business K accounts) Additional Experience Lower tier accounts, similar type of work than Sr Named ICSM CSM experience or Account Management (managed accounts for some time). Have they dealt with escalations, tougher client interactions. Tech exposure in the areas in the JD, understanding what this means. Not a technical person. accounts. Customer service leader. May have had CSM onboarding experience but didn't get to more high-level interactions. Enough to know who in the organization will be actually troubleshooting or deploying a fix / solution, etc. Worked in a tech, e.g. SaaS environment, smaller companies. Tech exposure, curiosity #J-18808-Ljbffr
