New Job Opportunity: Customer Success Manager – Virtual Office USA

Contact: Eric Parker      Ref: 8006

Company Description:

Our client is a leading provider of mobile messaging technology for mobile network carriers and enterprise customers worldwide. Our Communication Platform as a Service (CPaaS) is actively deployed by thousands of enterprises and government organizations around the world for trusted mobile interactions, that include SMS, voice, email, IP and omnichannel messaging.

Job Description:

• Customer Success is responsible for customer retention and renewal and GP $ growth, forming part of the sales team that is crucial in ensuring customer satisfaction throughout the entire lifecycle including onboarding, training, customer upsell, and renewal.
• In this role, you will ensure customers are satisfied with our products and services and are maximizing value from our platform by suggesting usage of software, services and messaging as well as identifying new use cases and opportunities that Business Development Managers (BDM) will commercially negotiate to closure.
• Additionally, you will help our customers better utilize the company platform and ensure the clients are onboarded and familiar with the essential components of our platform while building and maintaining strong relationships by providing timely technical advice, assist with service requests, promote and educate clients on existing/new product features and presenting the company’s roadmap.

Responsibilities:

This includes but is not limited to:

• Coordinate with Business Development Managers to ensure a smooth handover of new clients and in preparation for customer onboarding and training.
• Drive retention and growth among our most valuable customers by understanding their business needs and helping them to measure success using the company platform.
• Retain and renew existing client portfolio and ensuring high customer satisfaction scores and feedback.
• Enable successful adoption of the company including sharing and developing relevant creative assets, brainstorming ideas, and attending launches virtually or in person.
• Maintain a cadence of communicating with end clients or via channel partners to drive customer adoption trends, sentiment, and mining opportunities for deeper engagement with our direct customers or via our joint channel partners.
• Identify opportunities for channel customers to act as Company / Partner advocates (e.g. testimonials, case studies)
• Collaborate closely with go-to-market teams to support new use cases, pilots, renewals, and expansion opportunities.
• Marshall resources across the organization as needed to support customers’ needs.
• Represent the voice of our channel to inform our sales process and product roadmap from a post sales engagement perspective.
• Contribute to Customer Success programs, process, and knowledge base improvements.
• Perform gap analysis of requirements against existing deliverables.
• Ensure company platform technology skills and product knowledge are kept up-to-date.
• Proactively seek opportunities to broaden and deepen knowledge base and proficiencies.
• Track and monitor performance and action plans to achieve targets. • Guide new customers through the onboarding process by working with the relevant internal teams to use automated tools and resources.
• Develop and maintain self-service resources such as tutorials, FAQs, and knowledge base articles.
• Foster a community of channel based end users through forums, user groups, and social media engagement.
• Identify and cultivate customer advocates who can provide testimonials, case studies, and referrals.
• Work with marketing and installed based program leads to plan digital engagement and programs to target and improve the overall experience of our installed base customers.
• Where required, the CS will take ownership of critical incidents, coordinating with resolution parties and establishing effective communication between stakeholders for post-incident reviews that meets customer SLAs.

Qualifications:

• At least 4 years Customer Success experience ideally in technology/SAAS based environments managing enterprise brands
• Demonstrable track record of successful client-facing delivery, ensuring portfolio retention and organic growth
• Experience building and maintaining relationships, while working to mitigate churn and drive engagement and renewals
• Empathetic, positive ‘Can do; attitude with a desire to help our customers reach their goals
• Ability to work under pressure, in a results-based environment
• Exceptional communication skills, highly organized, collaborative and detail oriented
• Can process issues quickly and accurately
• Able to work independently and within the team to efficiently meet deadlines.
• Follow through with commitments and foster mutual trust with internal and external stakeholders.
• Strong skills in analytical, logical and lateral thinking with ability to learn new products and technologies
• Able to solve complex problems involving multiple variables and uncertainty
• Strong skills in workshop facilitation and project governance
• Strong and applied skills in MS Word, Excel, PowerPoint, Google productivity suite
• Preferred skills in Jira issue tracking, ChurnZero, Salesforce CRM

Compensation: Based on Experience

Email resume to resume@electronicsearch.com and put Ref# 8006 in the subject line.