Pooled Csm

We are seeking a motivated and passionate person to join us as a **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

**Customer Success Manager in this role get to**:

- 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
- 20-30 accounts. 4-5M business (200-300K accounts)
- Lower tier accounts, similar type of work than Sr Named ICSM
- CSM experience or Account Management (managed accounts for some time). Customer service leader. May have had CSM onboarding experience but didn’t get to more high-level interactions.
- Have they dealt with escalations, tougher client interactions.
- Tech exposure in the areas in the JD, understanding what this means. Enough to know who in the organization will be actually troubleshooting or deploying a fix/solution, etc.
- Not a technical person. Worked in a tech, e.g. SaaS environment, smaller companies. Tech exposure, curiosity