Customer Success Manager

Syringa Networks - Boise, ID

Full-time - Mid Level

Boise, ID

Telecommunications

About the position

About Syringa Networks: Syringa Networks is a premier provider of high-speed fiber optic services and network solutions. We are dedicated to delivering exceptional connectivity and superior customer service to our clients. Our commitment to innovation and excellence has positioned us as a leader in the telecommunications industry. Position Summary: As a Customer Success Manager at Syringa Networks, you will be a client relationship manager responsible for building and maintaining strong relationships with our customers, ensuring they receive maximum value from our services and driving customer retention. This role fosters long-term client partnerships. You will act as a trusted advisor, guiding customers through their journey with Syringa Networks, and working closely with them to understand their needs, drive adoption, and achieve their desired business outcomes. Preference will be given to candidates from Boise, ID or SLC, UT areas.

Responsibilities

• Develop and maintain long-term relationships with key stakeholders within assigned accounts, by understanding their goals, needs, and challenges.
• Proficient in negotiation and persuasion techniques to manage client expectations and resolve conflicts.
• Proactively monitor customer health and identify opportunities for upsell and cross-sell.
• Conduct regular check-ins and business reviews with customers to ensure alignment with their goals.
• Collaborate with internal teams to address customer issues and implement solutions.
• Advocate for customer needs and provide feedback to product and development teams.
• Assist customers in navigating the features and functionalities of Syringa Networks' products and services.
• Drive customer adoption and usage through training, best practices, and continuous education.
• Track and report on key metrics, including customer satisfaction, retention, and expansion.
• Develop and implement customer success plans tailored to individual customer needs.
• Identify and mitigate risks of customer churn by addressing issues promptly and effectively.
• Lead efforts to improve the overall customer experience and enhance service delivery.
• Stay updated on industry trends, market changes, and competitor activities.

Requirements

• Associate's degree in business administration or related field preferred.
• Proven experience in a client-facing, account management, or a related role, preferably in the telecommunications or technology industry.
• Exceptional interpersonal and communication skills.
• Excellent problem-solving and conflict resolution abilities.
• Ability to build and maintain strong relationships with clients.
• Strong organizational skills and attention to detail.
• Ability to effectively manage multiple tasks simultaneously and prioritize effectively.
• A proactive and customer-centric approach to work.
• Ability to work independently and as part of a team.
• Experience with data analysis and reporting.

Benefits

• Competitive pay and benefits, including comprehensive health, dental, and vision insurance.
• Retirement savings plan with company match.
• Paid time off (PTO) and 9 paid holidays.
• Opportunities for professional development and career advancement.
• A supportive and collaborative work environment.