Customer Success Manager

Customer Success Manager

Telarus is the leading global technology solutions distributor, committed to helping Technology Advisors, their customers, and suppliers source, purchase, and implement the right technology for the greatest impact.

Overall Responsibility:

Responsible for managing an assigned base of customers. The responsibility of the Customer Success Manager will be to contact these customers on a regular basis, build strong relationships, reduce attrition, handle any customer issues or changes, look for and close upsell opportunities, and help increase the renewal levels of their services. The Customer Success Manager will also be responsible for maintaining positive relationships with their assigned partners as well as hitting all metrics and goals that are put in place by Telarus Management.

Key areas of Responsibility:

• Interact with assigned customer base regularly and create strong relationships
• Assess current services, determine customer satisfaction, and create plans for improvement
• Ask probing questions, assess customers' needs, and recommend appropriate solutions
• Responsible for upselling customers, identifying opportunities, and meeting sales goals
• Train and educate customers on service options and carrier services.
• Handle MACD (moves, adds, changes, deletes) for named accounts and negotiate customer credits, if needed.
• Maintain and update assigned Base through our Salesforce CRM
• Actively manage portfolio to ensure retention and growth.
• Manage, monitor, escalate, and drive to resolve customer service issues
• Monitor contract expiration dates and take a proactive role in contract renewals
• Continually self-educate and remain up to date on industry, services, and trends
• Contact, build, and maintain working relationships with supplier contacts
• Train and keep up to date with emerging carrier products, services, and processes
• Log all activities, notes, and tasks in our Salesforce CRM
• Communicate regularly with assigned partners and update them on activity and health of accounts.
• Work with internal resources to better understand assigned partners and resources available
• Report activity and monitor progress weekly, monthly, quarterly, and annually.
• Meet regularly with your supervisor to review overall goal achievement and address gaps.

Required Qualifications:

• Minimum of 2-3 years of experience in Telecom, or 2-3 years of combined Telecom and IT Services
• 1+ year(s) of experience in Consultative Sales and/or Account Management

Additional Skills and Qualifications:

• Proven ability to build relationships with C-level and other stakeholders.
• Self-motivated, independent, and results-driven with a track record of exceeding goals.
• Strong problem-solving, strategic thinking, and customer-focused solution development.
• Excellent verbal and written communication skills.
• Skilled at uncovering customer needs, identifying pain points, and creating opportunities.
• Highly organized, detail-oriented, and able to manage multiple priorities simultaneously.
• Collaborative team player with strong adaptability and a commitment to continuous learning.
• Demonstrates integrity, professionalism, empathy, and ethical customer engagement.
• Experience in Managed Cloud Services preferred.
• Regular, predictable, consistent attendance is required.