What are the responsibilities and job description for the Senior Client Sucess Manager position at CallTower?
Job Purpose
The Sr. Client Success Manager will fill a key position at CallTower by being a customer advocate and responsible for the satisfaction and growth of our existing customer base. The individual will play an active role in building partnerships with the enterprise accounts assigned to the Sr. Client Success Manager. This individual will reach into our customer organizations and build strong relationships with key points of contact. This role will manage many high-revenue accounts in accordance with our Client Success Program.
The Sr. Client Success Manager will work with cross-functional teams to respond to customer requests and address escalated issues. This individual will lead the Client Success Program as outlined for the customer based on account status maintaining accurate and up-to-date records in Salesforce. This individual will to take ownership of customers’ requests/issues and act with a sense of urgency while driving for resolution, and to exceed our customers’ expectations.
Duties:
Build partnerships with assigned accounts and become a reliable resource and primary contact for account issues.
Manage the day-to-day operational and tactical aspects of multiple customer escalations; effectively communicate plans, progress and status to both internal and external stakeholders.
Set up and execute on regular account status and review calls and visits with assigned accounts. As often as twice a month with larger accounts
Obtain a detail understanding of customers UCaaS, CCaaS and communication distribution needs and demonstrate the technical ability to offer additional CallTower solutions to expand deployed technology and advance solution set.
Ability to identify customer need for additional CallTower UCaaS and CCaaS offerings and the ability to upsell additional solutions.
Understand and relay CallTower’s solution offering to customer; be able to understand customer needs and communicate how CallTower’s solutions can solve those needs.
Manage the Customer Success Program for assigned accounts in accordance with company standards.
Travel to customer locations to build relationships, complete quarterly business reviews and address issues.
Address customer relationship issues for assigned accounts; urgently address customers marked “At-Risk” and take effective actions to save the account.
Assist customers in product migration efforts; communicate the migration path Engage and participate in up-sell/cross-sell activities, increase customer spend through the life of the contract though adding complimentary solutions.
Create and provide quotes for CallTower services; process the orders in accordance with internal policies/processes.
Create and distribute reports and dashboards for assigned customers as outlined in the Customer Success Program.
Follow up with key customers who may feel dissatisfied, to ensure issue resolution and a satisfactory conclusion.
Other duties may be assigned.
Skills/Qualifications:
Bachelor’s Degree or at least eight years of equivalent experience 6 years of related experience, with a minimum of 4 years of account management experience with high-revenue accounts, preferably in a technology-based industry.
Be able to effectively work in a very autonomous role with minimal supervision.
Customer focused personality, able to interact and influence at all levels of our organization, including executive levels.
Expert level customer service skills, ability to work independently and efficiently to meet deadlines, and adapt to a fast-paced dynamic environment.
Expert skills in the creation of and execution of customer presentations.
Ability to proactively set and manage expectations for customers and internal departments, maintain strong relationships.
Skilled with creation of reports and analyzing large data sets; Salesforce.com report/dashboard building experience preferred. Excellent verbal and written communication skills, including excellent listening skills.
Occasional travel, up to 40%, occasionally on short notice.
Benefits:
Annual market comp evaluation
85% employer paid medical plans (HDHP and PPO options)
Dental/Vision
PTO accrual starts day one
100% 401k match on first 4%
Paid Parental Leave
100% Employer paid life insurance, LTD, EAP, telehealth, Gym Pass
The Sr. Client Success Manager will fill a key position at CallTower by being a customer advocate and responsible for the satisfaction and growth of our existing customer base. The individual will play an active role in building partnerships with the enterprise accounts assigned to the Sr. Client Success Manager. This individual will reach into our customer organizations and build strong relationships with key points of contact. This role will manage many high-revenue accounts in accordance with our Client Success Program.
The Sr. Client Success Manager will work with cross-functional teams to respond to customer requests and address escalated issues. This individual will lead the Client Success Program as outlined for the customer based on account status maintaining accurate and up-to-date records in Salesforce. This individual will to take ownership of customers’ requests/issues and act with a sense of urgency while driving for resolution, and to exceed our customers’ expectations.
Duties:
Build partnerships with assigned accounts and become a reliable resource and primary contact for account issues.
Manage the day-to-day operational and tactical aspects of multiple customer escalations; effectively communicate plans, progress and status to both internal and external stakeholders.
Set up and execute on regular account status and review calls and visits with assigned accounts. As often as twice a month with larger accounts
Obtain a detail understanding of customers UCaaS, CCaaS and communication distribution needs and demonstrate the technical ability to offer additional CallTower solutions to expand deployed technology and advance solution set.
Ability to identify customer need for additional CallTower UCaaS and CCaaS offerings and the ability to upsell additional solutions.
Understand and relay CallTower’s solution offering to customer; be able to understand customer needs and communicate how CallTower’s solutions can solve those needs.
Manage the Customer Success Program for assigned accounts in accordance with company standards.
Travel to customer locations to build relationships, complete quarterly business reviews and address issues.
Address customer relationship issues for assigned accounts; urgently address customers marked “At-Risk” and take effective actions to save the account.
Assist customers in product migration efforts; communicate the migration path Engage and participate in up-sell/cross-sell activities, increase customer spend through the life of the contract though adding complimentary solutions.
Create and provide quotes for CallTower services; process the orders in accordance with internal policies/processes.
Create and distribute reports and dashboards for assigned customers as outlined in the Customer Success Program.
Follow up with key customers who may feel dissatisfied, to ensure issue resolution and a satisfactory conclusion.
Other duties may be assigned.
Skills/Qualifications:
Bachelor’s Degree or at least eight years of equivalent experience 6 years of related experience, with a minimum of 4 years of account management experience with high-revenue accounts, preferably in a technology-based industry.
Be able to effectively work in a very autonomous role with minimal supervision.
Customer focused personality, able to interact and influence at all levels of our organization, including executive levels.
Expert level customer service skills, ability to work independently and efficiently to meet deadlines, and adapt to a fast-paced dynamic environment.
Expert skills in the creation of and execution of customer presentations.
Ability to proactively set and manage expectations for customers and internal departments, maintain strong relationships.
Skilled with creation of reports and analyzing large data sets; Salesforce.com report/dashboard building experience preferred. Excellent verbal and written communication skills, including excellent listening skills.
Occasional travel, up to 40%, occasionally on short notice.
Benefits:
Annual market comp evaluation
85% employer paid medical plans (HDHP and PPO options)
Dental/Vision
PTO accrual starts day one
100% 401k match on first 4%
Paid Parental Leave
100% Employer paid life insurance, LTD, EAP, telehealth, Gym Pass
