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 Customer Success Manager (CSM), the CSM will support the post sales customer lifecycle as pertained to 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
POSITION RESPONSIBILITIES

• Build relationships with assigned customers, help them with issues, and continually delight them with a positive, customer-centric attitude. Provide proactive strategy with their assigned customer accounts
• Work with customers to ensure they are leveraging effectively and finding value in our services
• Become an expert in and educate customers on the use and benefits of our products
• Work closely with Sales, Support, Billing, and other Technical teams to ensure an exceptional customer experience and take care of any customer issues
• Be a customer advocate while capturing customer feedback and reporting requests to Product Management and Development
• Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth
• Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes
• Maintain a revenue base by managing account retention and renewal
• Drive upgrade revenue through increased product adoption and increased usage

REQUIREMENTS

• Bachelor's degree and 1-3 years of experience in a customer-facing role, such as Customer Success, Customer Support or Account Management
• Possess strong phone, written and verbal communication skills with excellent presentation skills
• Confident, high energy, self-motivated and a true team player
• Experience working with senior and executive level customer contacts
• Demonstrated ability and desire to work and excel in fast-paced environment
• Excellent multitasking and project management skills
• Understanding of telecommunications with a desire learn new technologies
• Ability to understand and articulate complex solutions
• Must possess a proven understanding of SaaS solutions prior experience in Telecommunications preferred
• Well-organized, with a high attention to detail and ability to prioritize
• Proficiency with MS Office
• Experience with Salesforce a plus

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

Compensation

• Compensation varies based on location and the services being performed.

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.

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