Customer Success Manager

This is a fully remote position, open to applicants in Utah.

📋 Description

• Oversee a designated portfolio of customers

• Engage with customers frequently to foster robust relationships

• Mitigate attrition rates and address customer concerns or modifications

• Recognize and capitalize on upsell prospects

• Enhance service renewal rates

• Sustain positive relationships with designated partners

• Evaluate current services and customer satisfaction, and devise enhancement plans

• Analyze customer requirements and suggest suitable solutions

• Upsell to clients, spot opportunities, and achieve sales targets

• Educate customers about service options and carrier offerings

• Manage MACD (moves, adds, changes, deletes) for assigned accounts and negotiate customer credits as necessary

• Keep the assigned customer database updated in Salesforce CRM

• Proactively manage the portfolio to ensure retention and growth

• Track, escalate, and facilitate the resolution of customer service issues

• Monitor contract expiration dates and take proactive steps to manage contract renewals

• Stay informed about industry trends, services, carrier products, and processes

• Establish and maintain relationships with supplier contacts

• Document activities, notes, and tasks in Salesforce CRM

• Regularly communicate with assigned partners and provide updates on account status and health

• Collaborate with internal resources to comprehend assigned partners and available support

• Report activities and track progress on a weekly, monthly, quarterly, and annual basis

• Meet consistently with the supervisor to evaluate goal attainment and address any gaps

⛳️ Requirements

• At least 2–3 years of experience in Telecom, or a combination of 2–3 years in Telecom and IT Services

• A minimum of 1 year of experience in Consultative Sales and/or Account Management

• Demonstrated ability to cultivate relationships with C-level executives and other stakeholders

• Self-driven, independent, and results-oriented with a history of surpassing objectives

• Strong analytical, strategic thinking, and customer-centric solution development skills

• Exceptional verbal and written communication abilities

• Proficient in identifying customer needs, recognizing pain points, and generating opportunities

• Highly organized, detail-focused, and capable of juggling multiple priorities concurrently

• Team-oriented with strong adaptability and a commitment to ongoing learning

• Exhibits integrity, professionalism, empathy, and ethical engagement with customers

• Experience in Managed Cloud Services is preferred

• Consistent, reliable, and predictable attendance is essential

🏝️ Benefits

• Incentive compensation