Customer Success Manager responsible for driving success with commercial customers on Iru's AI platform. Hybrid role collaborating with a performance - driven team in a fast - paced environment.
About the role
- Customer Success Manager responsible for maintaining client relationships and ensuring satisfaction in the telecom industry. Engaging with clients, managing accounts, and providing platform training.
Responsibilities
- Ensure clients continuously renew with services while closely managing each client and their evolving business needs.
- Gather client insight into additional services, applications or offerings that are requested and resent back to ComTec Executive leadership team.
- Provide platform training for new and existing customers.
- Be fearless in suggesting changes that improve ComTec’s customers experience across all departments.
- Work closely with Marketing to develop collateral needed to support Customer Success activities.
- Work closely with Channel Development to ensure Customer Success activities are inclusive of Channel partners.
- Manage existing contracts and contract renewals for all products and services.
- Mediate troubles, billing disputes & surveys.
- Communicate with existing clients (via telephone and site visits) to resolve problems, complete satisfaction surveys.
- Maintain daily activities in business management platform to track interactions.
- Provide daily/weekly updates to manager on individual activity.
- Interact routinely with Sales and Marketing Teams and interdepartmentally to discuss customer account improvements, leads, as well as recommend improvements.
- Other duties assigned by management.
- Assist with building client facing literature, training, and messaging.
Requirements
- Minimum of 2 years CSM experience or Account Management experience.
- Entry level sales or BDR/SDR experience a plus.
- Training experience a plus.
- Experience in the Telecom industry a plus.
- Salesforce experience would also be helpful.
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