IntelePeer
Centennial, CO

Customer Success Manager

| Greater Denver Area
Apply now
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About the position

As a Customer Success Manager (CSM), the CSM will support the post sales customer lifecycle as for onboarding, customer adoption, on-going support, optimization and expansion, retention and overall customer satisfaction. CSMs will be the main point of contact for all inquiries related to additions deletions, modifications, changes, and other general inquiries. The CSM will be responsible for customer retention and prevention of churn across the customer base.

The CSM must have a strong understanding of IntelePeer’s customer’s business objectives and the ability to identify and articulate how IntelePeer’s solution supports the achievement of the customer’s business goals

The CSM manages the customer experience across IntelePeer’s customer base, meeting agreed retention and usage targets. The CSM is responsible for understanding the health of IntelePeer’s customers, ensuring its customers grows into advocates of IntelePeer

REPORTS TO: Director, Customer Success

L

Position responsibilities

  • Become a client advocate and product expert.
  • Provide customers with the technical enablement, knowledge enablement, and account support to ensure they are as successful as possible and ensure their lifetime value to IntelePeer.
  • Work with Sales, Project, and Back Office Teams to facilitate seamless customer on-boarding process, ensuring stress-free “Go Live” and introduction for the customer from start to finish
  • Schedule and conduct regular reviews with clients and communicate results.
  • Work with customers to design their Customer Experience applications aligned with IntelePeer’s philosophy and product capability ensuring tailoring to our customer’s business objectives and strategy so the application provides continued value to the customer and drive long term account satisfaction and growth
  • Support Account Management efforts with customer renewals, proactively identifying and prioritizing resources and effort to perceived risk, potential growth.
  • Monitor adoption rates of assigned Accounts, providing insight to Customers, feeding back to the Sales and Marketing Teams
  • Identify potential issues within the Accounts and work with the wider business to take timely and effective action to resolve them
  • Develop, prepare, and nurture customers for advocacy.

Education

  • Bachelors degree in CS, Engineering or Business or related field.

Travel

  • Willing and able to accommodate sporadic travel (20-30%)

Expertise & experience

  • Track record of driving customer success and aligning within complex customer environments at executive and department levels.
  • Ability to understand customer requirements, develop and guide their thinking to identify financial measures of success, designing an application to meet them, and ongoing plan to increase value over time.
  • Data-driven with a commitment to process; drive/track consistent engagement process.
  • Ability to multi-task in a fast-paced, entrepreneurial, results-oriented culture
  • Excellent interpersonal skills.
  • Creative thinker with the ability to troubleshoot issues quickly and effectively.
  • Excellent written and verbal communication skills.
  • Strong presentation skills.
  • Extremely well-organized and analytical with an ability to work well under pressure.
  • Ability to grasp basic technical concepts.

Competencies

  • Superior presentation skills
  • Outstanding verbal and written communication skills
  • Organized, analytical and creative in approach to eliminate sales obstacles
  • Positive, professional attitude
  • Self-motivated
  • Team player within a technical organization with a rapidly expanding customer base
See More
Apply now
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Where we are

We are located in the Denver Tech Center, the city's hub of business and innovation, plus we're near public transit, I-25, and trendy restaurants.

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C++Languages
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • SqlLanguages
    • jQueryLibraries
    • Twitter BootstrapLibraries
    • AngularJSFrameworks
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    • Node.jsFrameworks
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    • IllustratorDesign
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    • WordpressCMS
    • SalesforceCRM
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    • SalesforceLead Gen
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What are IntelePeer Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Recreational Clubs
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Promote from within
Continuing Education stipend

An Insider's view of IntelePeer

How would you describe the company’s work-life balance?

At IntelePeer, we have a work-hard-play-hard mentality. Our team goes above and beyond what is asked of us and we value determination. The unlimited PTO policy means that the company realizes to be successful we also need time away from work. You can make your own schedule and work from home when needed too!

Nils

Corporate Marketing Manager

What's the biggest problem your team is solving?

My team is helping companies that may not have the resources for complex development projects to take advantage of the promise of embedding communications like voice and SMS into their customer experiences, marketing efforts, and internal processes.

Shaughnessy

Sr. Manager, Product

How has your career grown since starting at the company?

IntelePeer is a company that likes to promote within and encourages career growth and opportunities for all of their employees. I have been with IntelePeer for almost 6 years and I have been promoted 3 times and have worked in 2 different departments since coming onboard. The leadership team has always asked what I would like to do for my career.

Christine

Sr. Manager, Sales Development

How do you empower your team to be more creative?

We encourage employees to think outside the box, to contribute new ideas, and to take ownership of helping us meet our company objectives. It is equally important for us to reward employees who achieve big things as it is to have an environment where team members are not penalized for making mistakes when they are learning and trying something new

Robert

Chief Marketing Officer

What are some things you learned at the company?

What I've learned at IntelePeer is the value of the contributions of the singular employee. IntelePeer works by each individual considering their personal achievements at work, big or small, to contribute directly to the success of the company - and the company acknowledging and reciprocating that effort back to the employee.

Justin

Chief Software Architect

IntelePeer Careers In Denver
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