What are the responsibilities and job description for the Customer Success Manager position at Crexendo?
Crexendo Inc., powered by NetSapiens is a customer centric organization. Crexendo is seeking a dynamic customer success professional to provide customer obsessed service. The position will work within a collaborative team environment. This role's primary job function is to develop and maintain long-term business relationships by serving as an internal advocate and client liaison. Taking a proactive strategy to understand and support customer's desired business outcomes.
Customer Ongoing account Management
o Own the relationship with assigned customers. Assisting in onboarding and implementation to ensure a smooth transition between onboarding and customer service, training, support and on-going growth of the customer's business requirements and networks.
o Working with customer prior to handoff of services to ensure they know and are following best practices to set themselves up for a successful launch.
o Establish relationships as a trusted and strategic advisor to the customer. Generating trust and credibility at multiple levels within customer's organization.
o Maintain detailed understanding of products and services to assist customers with questions and or issues
o Perform internal audits on accounts as needed. Ensuring accuracy of products and services with billing.
o Act as liaison between customer and internal organization groups such as Engineering, Sales, Product, Customer Service, and Deployment. Be the voice of the customer to internal teams.
Customer Issue Management
o Review customer complaints and concerns and seek to improve customer experience
o Escalation management and triage
o Review and maintain live discussions for all escalations until resolutions are determined
o Continual review of projects and processes so to provide improvements and enhance customer experience.
Requirements and skills needed to be successful in this role :
- Bachelor's degree or work experience equivalent
- 2-3 years telecom experience
- Analytical and process-oriented mindset
- Proficient in Microsoft Office, especially Excel and Outlook
- Ability to work independently
- Ability to respond to customers in an expeditious manner
- Excellent written and verbal communication skills
- Solid organizational skills, including multitasking and time-management
- Strong client-facing and teamwork skills
- Previous customer service experience in professional office setting
Benefits :
Crexendo offers a comprehensive benefits package including; medical, vision, dental, holiday pay, paid time off (PTO), paid sick time (PST), and up to 3.5% 401K match.
