IntelePeer
Centennial, CO
Remote

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 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.

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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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
    • DjangoFrameworks
    • ExpressFrameworks
    • FlaskFrameworks
    • Node.jsFrameworks
    • MariaDBDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • WordpressCMS
    • SalesforceCRM
    • PardotEmail
    • 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. Recognizing our employees is integral to our continued success as a team and a business. In my specific role, I recognize employee efforts through personal and public recognition.

Donna Sue

VP of Corporate Marketing

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
12

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