Customer Success Manager

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IntelePeer powers the new customer experience. Our Atmosphere® CPaaS enables companies to communicate better - driving more revenue, improving their customer experience, and making better business decisions - leveraging omni-channel Automation & Self-Service, AI, and Analytics, all delivered through a single easy-to-use cloud platform that works seamlessly with existing business solutions.
We provide a fast-paced, innovative, and casual environment that people love to work in, designed to broaden a candidate's professional experiences while promoting self-confidence, accomplishment, and career development.
What we're looking for
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
Responsibilities

  • 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
  • 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


Education

  • Bachelor Degree in Computer Science or Telecommunications highly preferred


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


This position may have access to Protected Data.
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

  • The starting pay range for a candidate selected for this position who is based in Colorado is generally within the range of $65,000 -71,000 plus commissions with an OTE of $88,000. Employees are eligible for additional discretionary bonuses and commissions pursuant to the Company's commission plan. The successful candidate's actual pay will be based on various factors, such as work location, 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.


For California residents only: Please refer to the link below for IntelePeer's Applicant CCPA Privacy Notice. https://www.intelepeer.com/intelepeer-applicant-ccpa-privacy-notice-2020-05-21/
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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Location

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.

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