Customer Success Manager at IntelePeer

| Remote
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At IntelePeer, we deliver critical, cloud-based communications you can build on with Voice, Messaging, Analytics, and Multi-Channel Applications. We make it easy to connect to and use our platform with any service or application from anywhere in the world. Our products are backed by a rock-solid network and a team of experts who provide nothing but award-winning customer service.
As a key member of our team, the Portal & Facilities Administrator provides prompt and professional support to customer to address and resolve time-sensitive transactional support requests related to Portal Administration, Sales, and Billing. Key requirements for success in this role include:
  • Demonstrated success attaining and maintaining a comprehensive understanding of departmental and customer goals, problems, and needs at the executive, departmental and project levels.
  • Excellent verbal and written communication and interpersonal relationship skills with demonstrated ability to serve as an effective liaison between the customer, IntelePeer's Operations and Provisioning Teams at different levels within the customer's organization.

REPORTS TO: Director, Customer Success
Responsibilities
  • Know & provide guidance on IntelePeer's Onboarding process
  • Work with customer information databases and reporting systems
  • Learn, maintain complete knowledge and understanding of and provide guidance on IntelePeer's Facility order process
  • Gather information from internal work groups and disseminate that information back to the customer
  • Coordinate complex customer Move, Add, Change, Delete activity
  • Monitor and manage customer Service Level Agreements
  • Review and update assigned objectives and strategies with management and the sales account team
  • Other duties as assigned

Requirements
  • Bachelor's degree in related field highly preferred
  • 3+ years relevant experience working in contact center and/or customer support roles via phone for case work and customer problem solving
  • Telecommunications industry knowledge preferred
  • Proficient in Microsoft Word, Excel, PowerPoint, Outlook
  • Proficient in customer relationship management (CRM) software; SalesForce.com preferred

Why You'll Love It Here
  • Generous paid time off
  • Competitive medical, dental & vision coverage
  • 401K
  • Company-paid life insurance
  • Company-paid short-term and long-term disability
  • Legal coverage and other supplemental options
  • Free snacks, fun events (virtual and in-person when we can again)
  • A value-based culture where growth opportunities are endless

Competencies
  • Works independently and demonstrates good judgment
  • Excellent problem solving skills
  • Skilled with numbers and performs with high degree of detail and accuracy
  • Multi-tasks, prioritizes and works efficiently
  • Positive, professional attitude
  • Professional verbal and written communication skills
  • Team player who communicates effectively with internal and external clients to exchange information and quickly resolve discrepancies and disputes
  • Maintains confidentiality of all customer and company information
  • Astute interpersonal relationship management
  • Quality and customer-service driven to consistently delight customers
  • Strong initiative, self-motivated, proactive and resourceful
  • Solid organizational and prioritization skills

Compensation
  • Compensation varies based on location the services are being performed. For individuals who would perform this work in Colorado, the starting pay range for a candidate selected for this position is generally within the range of $75,000-80,000 for annual base salary. OTE: $120K/year. Employees are eligible for additional discretionary bonuses and commissions pursuant to the Company's commission plan. The successful candidate's actual pay will also be based on qualifications and experience, so the actual starting pay may be above or below this range.

Vaccination Requirement
  • COVID-19 Vaccination Requirement: IntelePeer requires anyone working onsite or visiting IntelePeer's offices to confirm they are fully vaccinated against COVID-19 unless a medical or religious accommodation is timely requested and approved. Please reach out if you have questions or concerns about this policy and how it may apply to your candidacy for a role with IntelePeer.

Any requests to exercise your rights as a data subject under GDPR should be submitted to [email protected] for prompt processing. Please refer to our Privacy Policy (at www.intelepeer.com/privacy/intelepeer-privacy-policy) for any questions on how IntelePeer complies with GDPR.
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