Customer Success Manager

October 14

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Ethernet • IP Transit • Wide-Area-Network Solutions • Managed Security Services • Cloud Networking Solutions

1001 - 5000

💰 $175M Post-IPO Equity on 2018-03

Description

• Provide exceptional customer service and act as the customer advocate in the organization with the goal of measurably improving customer satisfaction and reducing churn. • Works closely with all internal departments to ensure customer satisfaction and problem resolution • Responsible for retaining a list of named accounts and developing a proactive retention plan for circuits coming out of term. • Coordinate quarterly business review (QBR) meetings for the named accounts. • Prepare report cards and any other necessary documentation for these quarterly business review (QBR) meetings and share with Stake holders in Sales and Vendor Management. • Provide monthly and quarterly reporting regarding billing accuracy, delivery, ticketing, and performance for the named accounts. • Respond to billing inquiries for the named accounts, manage to resolution.

Requirements

• College degree and 5-7 years of strategic account management experience in a business-to-business environment with a technology solution; or 9+ years of strategic account management experience in a business-to-business environment with a technology solution; or an equivalent combination of education and professional level related experience required. • Understanding of value drivers in recurring revenue business models • Data and technology orientation • Technical ability to speak to customers • Cross-disciplinary collaboration skills • Experience in the technology or telecom sectors • Track record of cross-disciplinary team collaboration, influencing and effective stakeholder management • Ability to build compelling product use cases • Ability to effectively resolve complexity and overcome roadblocks to achieve tangible outcomes