Customer Success Manager

Job Description

Acting as the main point of contact for communication with existing clients, the Customer Account Manager guides the customer journey by providing post-installation support, education, and proactive follow-up to ensure client needs are being met. By fostering relationships and taking ownership of client issues, the Customer Account Manager drives growth, boosts retention, and paves the way for new sales opportunities within existing client accounts.

• Respond promptly to Unified Communications, cloud service, and telecom-related inquiries and identify opportunities to enhance product and service experiences.
• Leverage Hub Spot CRM to update and maintain client records of customer feedback and activity.
• Perform telecom bill analysis and specifically invoice reviews with clients.
• Provide end-user assistance with Tele Cloud phone system for admin, moves, adds, and changes (MAC) requests.
• Assist clients with the audit of their telecom, internet, and cloud invoices and provide recommendations on spend vs. need.
• Manage key accounts through proactive contract renewal outreach, regular communication touchpoints, and introducing additional products/services aligned with client specific needs.
• Execute Quarterly Business Reviews (QBRs) with larger clients.
• Work with clients to upsell/cross sell and specifically presenting quotes for approval.
• Triage technical support requests by resolving minor technical issues and escalating more complex technical challenges to appropriate service teams.
• Develop and deliver live or pre-recorded educational webinars and training materials to enhance customer knowledge and make a positive impact on the customer experience.
• Coordinate with the sales team to generate sales opportunities, add-on proposals for existing clients and present term renewals to clients with up-to-date products and pricing.

• Experience managing accounts for SMB (small or medium sized) clients in the tech industry with a client base of more than 100. – ideal background company is under 1000 employees.
• 3-5 years of sales, client success and/or account management experience within a B2B VoIP and/or Telecommunications environment.
• Strong understanding of VoIP, UCaaS, and/or Telecommunications products, services, and software.
• Expertise in technical product elements and digital technologies, with a proven ability to troubleshoot and resolve customer issues related to telecommunications products and services.
• Prior experience with CRM tools (Hub Spot a plus) and upselling products and services.
• Ability to prioritize customer accounts delivering stellar customer service and ensuring client satisfaction.
• Proven ability to manage client relationships and deliver on customer expectations while accurately documenting day-to-day interactions.
• Experience with UCaaS, phone systems, internet, IT, and/or security product portfolio to support clients.
• Bachelor’s Degree preferred, but not required.
• Ability to work from our Morristown, NJ office three days a week.

• Experience with multi-location, franchise, or distributed enterprise customers.
• Familiarity with SIP, number porting (LNP), E911, and the basics of how a hosted VoIP platform is delivered.
• Experience leading executive business reviews (EBRs/QBRs) backed by data.