Customer Success Manager

$45,000 - $50,000/Yr

Crexendo - Tempe, AZ

Full-time - Mid Level

Tempe, AZ

Publishing Industries

About the position

Crexendo Inc., powered by NetSapiens, is a customer-centric organization seeking a dynamic Customer Success Manager to provide exceptional service to our clients. This position is integral to our collaborative team environment, focusing on developing and maintaining long-term business relationships with our customers. The primary job function of this role is to serve as an internal advocate and client liaison, ensuring that we understand and support our customers' desired business outcomes. In this role, you will own the relationship with assigned customers, assisting them in onboarding and implementation to ensure a smooth transition from onboarding to customer service. You will work closely with customers prior to the handoff of services, ensuring they are aware of and following best practices for a successful launch. Establishing yourself as a trusted and strategic advisor to the customer is crucial, as you will need to generate trust and credibility at multiple levels within the customer's organization. You will maintain a detailed understanding of our products and services to assist customers with any questions or issues they may encounter. Additionally, you will perform internal audits on accounts as needed to ensure the accuracy of products and services, including billing. Acting as a liaison between the customer and internal organizational groups such as Engineering, Sales, Product, Customer Service, and Deployment is essential, as you will be the voice of the customer to our internal teams. In terms of customer issue management, you will review customer complaints and concerns, seeking to improve the overall customer experience. This includes managing escalations and triaging issues, maintaining live discussions for all escalations until resolutions are determined, and continually reviewing projects and processes to provide improvements that enhance the customer experience.

Responsibilities

• Develop and maintain long-term business relationships with assigned customers.
• Assist in onboarding and implementation to ensure a smooth transition between onboarding and customer service.
• Work with customers prior to handoff of services to ensure they are following best practices for a successful launch.
• Establish relationships as a trusted and strategic advisor to the customer.
• Maintain a detailed understanding of products and services to assist customers with questions and issues.
• Perform internal audits on accounts as needed to ensure accuracy of products and services with billing.
• Act as a liaison between customers and internal organization groups such as Engineering, Sales, Product, Customer Service, and Deployment.
• Review customer complaints and concerns and seek to improve customer experience.
• Manage escalations and triage customer issues.
• Review and maintain live discussions for all escalations until resolutions are determined.
• Continually review projects and processes to provide improvements and enhance customer experience.

Requirements

• Bachelor's degree or work experience equivalent.
• 2-3 years telecom experience.
• Analytical and process-oriented mindset.
• Proficient in Microsoft Office, especially Excel and Outlook.
• Ability to work independently.
• Ability to respond to customers in an expeditious manner.
• Excellent written and verbal communication skills.
• Solid organizational skills, including multitasking and time-management.
• Strong client-facing and teamwork skills.
• Previous customer service experience in a professional office setting.

Benefits

• Health insurance
• Dental insurance
• Paid time off
• Vision insurance
• 401(k) matching
• Paid sick time