Customer Success Manager

Position Information

Location: Remote

Salary Range: Commensurate with experience

Job Summary

The Customer Success Manager (CSM) is responsible for helping customers realize value from their solutions and achieve their desired business outcome.  The CSM is engaged from pre-sales throughout the relationship with VOX with the goal of understanding the customer environment promoting satisfaction, retention and loyalty.  The primary function of the CSM is to ensure satisfaction of the customer, however the CSM is also expected to identify sales opportunities or gaps in the customer technology that will result in new or additional sales.

Duties & Responsibilities

  • Participate in the development of the Customer Success Plan Roadmaps
  • Establish, track and present KPI’s internally and externally based on Customer Success Plan
  • Assure contract profitability by understanding the concept of the total cost of ownership
  • Obtain system information and OEM maintenance information to assist with onboarding of new Enhanced Managed Services to customer to ensure a smooth transition to VOX support
  • Achieve Optimal Customer Success
    • Understand customer internal processes and business model in order to provide complete support from pre-sales throughout the relationship with VOX.
    • Help customer establish best practices for supporting their environment
    • Provide cross functional/organizational communication plans
    • Routinely solicit feedback using surveys and business reviews
    • Develop and maintain strong relationships and advocate for their support as a reference for our services

Requirements & Qualifications

  • Effective written and oral communication skills
  • Exceptional presentation and negotiation skills
  • Direct customer service experience 5 years+
  • Customer service practices knowledge
  • Proficient using Microsoft Office 365
    • Word
    • PowerPoint
    • Excel
  • Excellent technical aptitude with ability to easily learn software programs
  • Preferred
    • Cisco Customer Success Manager Certification 
    • Unified Communications industry experience
    • ITIL Foundation Certification
    • Experience using ITSM (ticketing) tool

Benefits

Comprehensive benefit package including medical, dental, vision, LTD, life, 401(k), paid time off, paid holidays

Additional Information

VOX Network Solutions, Inc. is an equal opportunity employer.  All employees must be citizens of the United States or can provide proof of employment eligibility. No H1-B.

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