Sutherland Hiring for NAMED CSM Job at Monterrey Full Time

We are seeking a motivated and passionate person to join us as a Customer Success Manager. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!

We are hiring Customer Success Manager to serve as a key resource to a dedicated set of our most valued and high-profile customers to help them extract maximum value from their investment in our team messaging, video meetings, and a business phone products. As a critical piece of our land and expand efforts, you will manage a set of customers daily, and you will advocate for them by orchestrating internal efforts with sales, implementation, technical support, expansion sales, etc. You will be positioned as a subject matter expert and resource for helping customers realize value from their IT spend.

Customer Success Manager in this role get to:

• Develop strong customer relationships and serve in the role of trusted partner.
• Proactively drive adoption across multiple product technology stack to ensure customers are maximizing ROI.
• Manage adoption campaigns through regular updates of campaign objective in our CRM.
• Ensure customer satisfaction: facilitate quarterly business reviews, execute on mutual success plans, address technical demands, engage appropriate resources to ensure issues are being handled and escalated in a timely matter.
• Mitigate churn risk and maintain/grow monthly recurring revenue
• Project Management – quarterback internal and external initiatives.
• Act as a liaison to sales by building internal relationships to help identify opportunities and expand
• Partner cross-functionally with support, professional services, sales and marketing segments to create customer success that drives positive customer satisfaction and account growth.
• Execute and build out an Adoption strategy through consistent weekly, bi-weekly or quarterly business reviews to have a proactive approach with the account base.
• Document necessary updates in CRM to ensure accurate account assignment, communication delivery and service enablement.
• Continually develop expertise in areas such as networking, product features and training plans to share best practices with customers and create a continuous learning experience for our customers.
• Team closely with your sales rep counterpart in assigned accounts.

Qualifications:

Our most successful candidates have:

• +1 yrs experience in an Account Management, Sales Project Manager or Customer Success Role
• 1+ yr in high-tech industry telecommunications industry
• +2 yrs experience in a B2B environment
• Proven track record of balancing, prioritizing and completing multiple tasks for customers, delivering them on-time with quality
• Strong analytical and problem-solving skills
• Excellent presentation skills, from mid-level to exec level audiences
• Excellent communication skills – fluency in English – and understanding of situational uses of different communication skills
• Ability to lead cross-functional teams within to resolve issues
• Solution-oriented mindset to understand and solve complex customer issues.
• Experience with VoIP technology, Contact Center technology and terminology including SIP, RTP, QoS, COS, and codecs
• Knowledgeable in advanced network troubleshooting and terminology including LAN/WAN, Routers, Firewalls, Switches, PBX deployment, TCP/IP (IPv4) preferrable
• 20-30 accounts. 4-5M business (200-300K accounts)
• Lower tier accounts, similar type of work than Sr Named ICSM
• CSM experience or Account Management (managed accounts for some time). Customer service leader. May have had CSM onboarding experience but didn’t get to more high-level interactions.
• Have they dealt with escalations, tougher client interactions.
• Tech exposure in the areas in the JD, understanding what this means. Enough to know who in the organization will be actually troubleshooting or deploying a fix/solution, etc.
• Not a technical person. Worked in a tech, e.g. SaaS environment, smaller companies. Tech exposure, curiosity