26 Jul
Customer Success / Contracts Manager
Vacancy expired!
- Orchestrate issue resolution on behalf of the customer and is often the primary point of contact working with other teams behind the scenes to deliver on the customer promise.
- Play a key role in migrating customers to advanced access methods and drive increased uptake of the services through a solution focused mindset based on a deep understanding of a customer’s unique technical requirements and needs.
- Partner closely with Digital Transformation Executives (DXEs) to define the strategy and vision for key customers.
- Work jointly with Sales to co-develop customer plans and prioritize opportunities.
- Proactively engage existing accounts and develop compelling solution use-cases.
- Execute customer check-in schedules (QBR) to ensure the right solutions are top of mind.
- Build a deep understanding of customer needs and challenges and how the company's products and/or services can add value to the customer.
- Nurture and support customers through regular proactive engagement.
- Conduct regular customer check-ins to build trust, introduce products and features, intervene where there are issues, and consistently achieve high customer satisfaction.
- Create customer feedback mechanism to gather and analyze the customer experience.
- Articulate compelling product opportunities based on a deep real-time knowledge of the customer technical environment and unique issues.
- Partner with PMO, Engineering, and Service Delivery to prioritize issues.
- Address the root cause of problems to improve the customer experience.
- Monitor customer health indicators and build personal relationships with customer stakeholders to flag and preempt issues before they put the customer relationship at-risk.
- Provide product training to customer users and address issues that limit the number of users while monitoring customer satisfaction.
- Deliver on core Customer Success business KPIs.
- Drive high feature adoption and product usage.
- Deliver against time-to-first-value targets.
- Drive high customer health scores.
- Maximize customer lifetime value and consistently translate customer knowledge into opportunities to deepen and expand the customer relationship.
- Manage contracts by reviewing with telcos, customers and vendors to verify terms and conditions.
- Bachelor’s degree.
- At least 5 years of account management
- At least 2 years of experience in either project management or customer/client success position.
- At least 2 years of experience working with and managing stakeholders and customers.
- At least 1 year of contract management experience preferred.
- Experience in the telecommunications industry preferred.
- Keep current with vendor offerings by attending trainings/conferences, etc. as recommended or assigned.
- Ability to travel up to 20%.
- Must be personable, communicate complex ideas clearly over the phone and enjoy working with people in an entirely client-facing role.
- Organized, detail-oriented, and able to manage many clients at once.
- Must be able to demonstrate ability to work both collaboratively as part of a team and independently with minimal supervision.
- Strong problem resolution skills and proven ability to engage and interact with internal teams to resolve client issues.
- Must be able to read, write, speak, and understand the English language.
- Must possess the ability to deal tactfully with vendors, customers, employees and the general public.
- Other duties as assigned.
Vacancy expired!