Customer Success Manager (CSM) Lead _Harrisburg PA

Job Description

A vital member of the team; the first point of contact for all client enquiries. Without a strong Customer Care Representative presence, the team could not handle the relationship management aspects of the work. They are the backbone of the team!

We serve the hospitality industry. This is a very service conscious industry. Exemplary service is what the industry thrives on. Our clients expect nothing less from us. It is part of their culture and ours: to provide exemplary service, consistently!

Although you are not required to be technical in the sense of being able to configure or troubleshoot network components; you do need know the jargon and concepts so that we can comprehend case notes and technical summaries from the network operations team, and other technically inclined groups.

Having this knowledge is also vital to communicate effectively with clients as well as to inspire confidence in them.

JOB RESPONSIBILITIES:

• Account management for all existing and new properties in portfolio
• Monthly communication with all properties to build a relationship with the owners/management groups.
• Assist in introduction call upon project completion (Project Manager) to Support (Tech support)
• Regular communication with managers and IT Directors to support hotels with higher trouble shooting rates.
• Issue quotes and proposals as needed for RMA, Break Fix, AMC (Adds, Moves and Changes) as needed for new devices or upgrades to client sites.
• Liaison between key accounts and support team, which includes hosting conference calls as needed, setting up agendas, taking meeting notes and ensuring action items are followed up on by responsible party.
• Proactively manage relationships with – assigned – major corporate clients/accounts.
• Proactively communicate with customers to ensure ongoing satisfaction with our solutions.
• Gather information on any service concerns and/or requirements, and ensure the concerns are forwarded to the relevant technical group(s) for a timely resolution.
• Follow directions via email; Leadership; or other means regarding the switching back and forth from one type of call or system to the other.

Education

• High School diploma or equivalent required
• Tech or business-related certificate/degree a plus

Qualifications

EXPERIENCE:

• Technical/ Network support experience of 3 years for a Tech company is an asset.
• Knowledge of Wireless technology, experience reading network diagrams an asset
• Must be able to speak and read English clearly; professionally and fluently.
• Ability to effectively work within established contractual turnaround times required.
• Must have demonstrated excellent interpersonal and the ability to organize simultaneous tasks.
• Proven ability to work as a member of a team.
• Knowledge in Excel, Word, Zoho CRM, Zoho Desk an asset.

Job Types: Full-time, Permanent

Salary: $35,000.00-$60,000.00 per year

Job Type: Full-time

Pay: $35,000.00 - $60,000.00 per year

Benefits:

• Health insurance
• Paid time off

Schedule:

• Monday to Friday

Application Question(s):

• What is your salary expectation annually in INR?

Experience:

• Account management: 4 years (Required)

Location:

• Harrisburg, PA (Required)

Work Location: In person

Salary : $35,000 - $60,000