Customer Experience Expert

Empower customer success through expert relationship building, proactive adoption strategies and timely issue resolution. This Customer Success Manager role requires a skilled professional to drive growth expansion, foster strong internal relationships, and develop personalized solutions for high-profile clients.

Job Responsibilities:

• Develop and maintain trusting relationships with key customers, serving as their primary point of contact for support and guidance.
• Drive adoption across multiple product technology stacks to ensure maximum ROI, fostering a collaborative environment between sales, marketing and technical teams.
• Manage Adoption Campaigns through regular updates of campaign objectives in Salesforce.
• Ensure customer satisfaction by facilitating Quarterly Business Reviews, executing on mutual success plans and addressing technical demands.
• Mitigate churn risk and protect portfolio MRR growth through strategic planning and proactive communication.
• Project Management - oversee internal and external initiatives, ensuring seamless execution and timely completion.
• Act as a liaison between sales, marketing and support teams to drive growth expansion within the account base.
• Partner cross-functionally with various segments to create customer success that drives positive customer satisfaction and account growth.
• Execute and build out an Adoption strategy through consistent business reviews to have a proactive approach with the account base.

Requirements:

• 3-7 years of direct and verifiable enterprise-level customer success experience.
• Proven track record of success with a verifiable history of exceeding customer satisfaction and adoption goals.
• Driven by personal, team and company achievement with a commitment to excellence.
• Possess a rare blend of technical expertise and sales acumen wrapped in a strong customer-centric mentality.
• Strong analytical, problem-solving and dot-connecting skills with the ability to develop quick, accurate situational awareness.
• Enterprise-ready, solution-oriented mindset to understand and solve complex customer issues.
• Experience and comfort interacting with and influencing C-level executives.
• Strong communication skills – written and verbal – with understanding of situational best practices.
• Excellent presentation skills – from small to large audiences.
• Ability to lead, manage or influence both internal resources as well as customer resources to achieve successful outcomes.
• Experience with VoIP technology, Contact Center technology and terminology including SIP, RTP, QoS, COS, and codecs preferred.
• Knowledgeable in advanced network troubleshooting and terminology including LAN/WAN, Routers, Firewalls, Switches, PBX deployment, TCP/IP (IPv4) preferred.
• BS or equivalent education and relevant experience.

What We Offer:

• Comprehensive medical, dental, vision, disability and life insurance.
• Health Savings Account (HSA), Flexible Spending Account (FSAs) and Commuter benefits.
• Voluntary supplemental health coverage and life insurance.
• 401K match and Employee Stock Purchase Plan (ESPP).
• Paid time off and paid sick leave.
• Paid parental and pregnancy leave.
• Family-forming benefits (IVF, Preservation, Adoption etc.).
• Emergency backup care (Child/Adult/Pets).
• Employee Assistance Program (EAP) with counseling sessions available 24/7.
• Free legal services that provide legal advice, document creation and estate planning.
• Employee bonus referral program.
• Student loan refinancing assistance.
• Employee 1:1 coaching, perks and discounts program.

Our Customer Success team is dedicated to delivering exceptional customer experiences, ensuring every user can effectively utilize our products. As the primary point of contact, you will champion customer needs, share deep product knowledge, provide innovative solutions and drive success.

We value diversity and are committed to creating an inclusive work environment. If you require accommodations during the application and interview process, please let us know.

Customer Success is about driving growth and retention through customer advocacy. It's a challenging yet rewarding role that requires adaptability, creativity and a passion for delivering exceptional customer experiences.