Customer Experience Strategist

This is an opportunity to join a fast-growing organization as a Customer Success Manager, where you will be responsible for business development and customer retention through consistent customer contact, quarterly business reviews, and management of a base of customers.

The primary goal is to maximize the customer experience, growing the base of business through upgrades, product cross-selling, and maintaining our industry-low customer churn rate. The ideal candidate will have a broad understanding of the company's products, technology, software, and game-changing support methodology.

The Customer Success Manager will leverage powerful proprietary software tools for maintaining regular communication with customers, keeping ahead of their technology initiatives, and positioning the company to grow our partnership with our primarily mid-market and enterprise customer base.

The successful candidate will gain the trust of assigned customers, be a trusted point of contact for questions and action items, and act quickly and communicate effectively when a customer has a positive experience across their life cycle.

Implement strategic initiatives created in cooperation with leadership that will identify opportunities for product cross-selling and work with various resources through a sales cycle and ultimately winning additional business.

The Customer Success Manager will manage proprietary software tools including CRM, quote tool, sales play automation tool, and KPI dashboards to ensure metrics are achieved. Additionally, they will have a positive impact on the company culture, which is very focused on maintaining as we rapidly grow into a U.S. leader for enterprise network, communications, and software solutions.

• Cultivate a deep understanding of the company's offerings, including products, technology, software, and support methodologies.
• Leverage proprietary software tools to maintain regular customer communication, stay ahead of customer technology initiatives, and position the company for growth.
• Become a trusted advisor to assigned customers, providing guidance, support, and acting as a single point of contact for questions and actions.
• Develop and implement strategic initiatives to identify opportunities for product cross-selling, working closely with internal stakeholders to drive revenue growth.
• Manage software tools, including CRM, quote tool, sales play automation tool, and KPI dashboards, to ensure key performance indicators are met.

• A 4-year college degree or equivalent experience.
• A proven track record of success in enterprise customer account success management, covering the full customer lifecycle from deployment to retention/renewal.
• 3-5+ years of experience selling cloud communications, SD-WAN, security, network and internet services, managed services, and software.
• Effectiveness in interacting with customer leadership teams, including presentations, demonstrations, leading customer QBRs/MBRs, and driving webinar sessions for customer training and sales conversations.
• Strong Excel, MS Office, and computer skills.
• A positive, likeable, calm, and persuasive personality, with negotiation skills.
• A self-motivated drive with zero call reluctance.
• Ability to meet deadlines and maintain composure under pressure.
• A charismatic personality that can quickly gain the trust of customers and partners.
• Proven ability to learn new skills, software tools, and tasks quickly.
• Proven ability to perform while exceeding sales and customer retention goals.

This is an exciting opportunity to join a high-growth organization where you can shape the future of business communication. We value innovation and seek individuals ready to bring their unique vision and expertise to a team that celebrates bold ideas and strategic thinking.

• Room to grow in a dynamic environment.
• An environment that fosters innovation and creativity.
• Your work will have a tangible impact.
• Flexible time off.
• Fun events at cool locations.
• Employee referral bonuses to encourage the addition of great new people to the team.