Customer Experience Lead

We are seeking a Customer Success Manager to join our team. This is a 100% remote position, and you will focus on business development and customer retention through consistent customer contact, quarterly business reviews (QBRs), and management of a base of customers.

• Cultivate a deep understanding of products, technology, software, and support methodology.
• Leverage powerful proprietary software tools for maintaining regular communication with customers, keeping ahead of their technology initiatives, and positioning the company to grow partnerships with mid-market and enterprise customers.
• 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.
• Manage proprietary software tools including CRM, quote tool, sales play automation tool, and KPI dashboards to ensure metrics are achieved.

• Cultivate a broad understanding of products, technology, software, and support methodology.
• Leverage powerful proprietary software tools for maintaining regular communication with customers, keeping ahead of their technology initiatives, and positioning the company to grow partnerships with mid-market and enterprise customers.
• 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.
• Manage proprietary software tools including CRM, quote tool, sales play automation tool, and KPI dashboards to ensure metrics are achieved.
• Have a positive impact on company culture, which is very focused on maintaining as we rapidly grow into a leader for enterprise network, communications, and software solutions.

• A 4-year college degree, or experience commensurate with a degree.
• A quantifiable track record of success in enterprise customer account success management over a customer life-cycle of deployment, installation, upsell, and retention/renewal.
• 3-5+ years of experience selling Cloud Communications (UCaaS, CCaaS, SIP, Teams), SD-WAN, Security, Network and Internet Service, Managed Services and Software.
• Effectiveness and comfort with interaction of a customer's leadership team including customer presentations, demonstrations, leading customer QBRs/MBRs, and driving webinar sessions for customer training and sales conversations.
• Strong Excel, MS Office, and general computer software skills.
• A positive, likeable, calm, and persuasive personality with negotiation skills.
• A self-motivated drive with zero outgoing 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.