Customer Success Manager

Mitel Networks Corp Rochester , NY 14618

Posted 2 weeks ago

Customer Success Manager (aka, Account Manager)

Mitel is searching for a Customer Success Manager to join our Cloud team in Plano, TX. The primary goal of Customer Success Manager is to retain and increase revenue and overall Net Promoter Score (NPS) by proactively taking ownership and responsibility of our SMB, mid-range accounts segment, managing the customer experience at consistently high levels, and ensuring a superior customer experience. The Customer Success Manager is engaged immediately after the customer has completed their migration onto our platform and is responsible for ensuring the customer is provided with a positive experience throughout the remainder of their life cycle.

Do you enjoy advocating for multiple customers in a fast-paced, cross functional environment? Are you a highly-motivated and strategic individual who is capable of translating a client's business needs into a cutting edge, unified communications solution? If so, the Mitel, Customer Success Manager could be the position for you and you should consider a career at Mitel! This is a superb opportunity to join a highly regarded dynamic company in the midst of growth and very exciting times.

Responsibilities:

  • Manage the customer relationship throughout customer life cycle all while advocating internally for their customer base, providing oversight and rallying the troops to meet our customer commitments.

  • Generate & maintain account team dashboards.

  • Advocating internal customer escalations from other departments: Support, Billing, TAC, and Sales.

  • Conduct periodic account reviews.

  • Negotiate contract renewals and maintain a high revenue retention rate

  • Responsible for customer satisfaction and working diligently to create promoters and loyal customers willing to purchase additional services, spread positive word of mouth, and act as willing references.

  • Act as trusted adviser and escalation point.

  • Communicate customer needs to internal, cross-functional departments.

Requirements:

  • 5+ years of Account Management, or equivalent relationship building experience

  • 2+ years working in hosted VoIP or UCaaS environment

  • Experience with IP, data, and voice network services preferred

  • Prior experience in solutions selling, and account development

  • Proficient in MS office products

  • Experience with Salesforce.com and Gainsight

  • Persuasive, confident with excellent negotiation skills

  • Strong communication, written, and formal presentation/public speaking ability

  • Ability to engage and communicate effectively with senior leaders both internally and externally with our mid-range customers.

  • Passionate and empathetic towards the customer experience

  • Self-motivated, pro-active, results-oriented professional with an ability to work with minimal direction.

  • Diligent/detail oriented, very organized

Education:

  • Bachelor of Science degree in related field or equivalent experience

Mitel is an Equal Opportunity Employer and takes affirmative action efforts as it relates to providing employment opportunities for women, minorities, individuals with disabilities and covered veterans.


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