What are the responsibilities and job description for the Client Success Manager position at Cloud5 Communications?
ROLE SUMMARY:
The Client Success Manager will oversee the communication for tickets/issues on managed (assigned) accounts. Provide timely updates to key customers until issue is resolved. May require update every hour for Severity 1 issues unless know issue is with carrier, 3rd party, or waiting on parts, etc. Also, assist with keeping support groups in check by asking for updates or internally escalate to avoid customer escalations to executives. Ultimately responsible for communication on our key accounts to provide first class support (this involves after hours/weekends as well
PRIMARY RESPONSIBILITIES INCLUDE, but are not limited to:
Track/monitor trouble tickets to ensure issues are being resolved in a timely manner and contact is updated appropriately through the process.
Dedicated point of contact for escalation purposes, as needed.
Provide available reports and conduct regular meetings to discuss any support/open issues. Weekly, bi-weekly or monthly. (Cater to customer). Will provide touch point calls per month, if cadence denied.
Manage with the customer all MAC work to ensure these are assigned/completed in a timely manner including training on C5 customer tools.
Takes ownership of customer issues. Liaison between customer and internal C5 groups including, dispatch, support, finance, Sales and project management.
Accountability to make sure database information is accurate and proper processes are documented.
Handle all TOSA (change of ownership) with new owners. Approx 17 per mo
Assist with projects for Management accounts.
Assist with billing questions and escalations for ALL accounts.
Assist finance with non-paying customers. Review on a monthly basis and reach out to customers prior to soft disconnect or termination.
Track all hardware (break/fix) equipment quotes. Approx 5-10 per day.
Handle all Terminations. Work to retain customer or determine reason of termination/name of new vendor. Internal Attrition Reviews.
Research and provides recommendations on all credit requests.
- Experience: Preferred but not required, 3 years of experience in Support Management role, with at least 1-2 years in a supervisory or management position.
- Education: Bachelor's degree in Business Administration or a related field
- preferred. Relevant work experience may be considered in lieu of a degree.
- Prior Hospitality or ISP Industry Exp is preferred
- Require working evenings and weekends based upon customer escalations / Severe 1 issues
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Skills:
- Strong leadership and team management abilities.
- Excellent organizational and multitasking skills.
- Effective communication and interpersonal skills.
- Proficiency in dispatch software and Microsoft Office Suite.
- Problem-solving and conflict resolution skills.
- Ability to work in a fast-paced, dynamic environment.
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Attributes:
- Customer-focused mindset with a commitment to service excellence.
- Detail-oriented with a high level of accuracy.
- Proactive and adaptable to changing priorities.
DESCRIPTION OF WORK ENVIRONMENT:
Generally, works in an office environment but may occasionally be required to perform job duties outside of the typical office setting.
It is the policy of Cloud5, as an equal opportunity/affirmative action employer, to hire the best qualified people. Available without regard to race, creed, color, sex, sexual orientation, marital status, age, national origin or ancestry, religion, status with regard to public assistance, order of protection status, disability, or veteran status
