Customer Success Manager

Position Overview

Now Hiring: Customer Success Manager

Morristown, NJ
$75K - $90K with potential OTE $to 125K
Full-Time | Monday-Friday

Who We Are

TeleCloud is a regional on-the-ground, hands-on voice systems cloud provider. We've delivered seamless, innovative solutions to our clients for 40+ years and currently have over 15,000 users and 1,000 businesses using our TeleCloud UCaaS platform.

At TeleCloud , you will not feel like just a number. We are not a large company mired with red tape, we are a company of 20 (and growing!) dedicated employees who work hard and have each other's backs. As a core values-lead organization, we strive to always be excellent to both our customers and our colleagues. Working with us, you'll find yourself part of a fast-paced and down-to-earth team where you'll develop your industry knowledge as you contribute directly to company growth. We like to say, "Our technology is in the Cloud, but our People's feet are on the ground."

Who Are We Looking For?

A skilled and proactive communicator to nurture existing client relationships and promote customer retention.

Acting as the main point of contact for communication with existing clients, the Customer Success 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 Success Manager drives growth, boosts retention, and paves the way for new sales opportunities within existing client accounts.

Key Responsibilities

• Respond promptly to Unified Communication, cloud service, and telecom-related inquiries and identify opportunities to enhance product and service experiences.
• Leverage HubSpot 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 TeleCloud 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.
• Knowledge, Skills, and Experience
• Experience managing accounts for SMB clients in the tech industry with a client base of more than 100.
• 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 (HubSpot 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

Benefits

• Expected OTE: $90,000 - $125,000
• Annual Learning Enrichment stipend (for whatever you'd like to learn!)
• Health, Vision, and Dental insurance with company contribution
• 401k with company match
• Generous Paid Time Off package
• Company sponsored Short Term Disability and Life Insurance

Core Competencies

• Customer Focus - Building strong customer relationships and delivering customer-centric solutions.
• Business Insight - Applying knowledge of business goals and the marketplace to advance the organization's goals
• Communicates Effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Situational Adaptability - Adapting approach and demeanor in real time to match the shifting demands of different situations

TeleCloud is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any other protected status.

Pay Range

USD $75,000.00 - USD $90,000.00 /Yr.