Customer Success Manager

Nitel - San Jose, CA

Full-time - Mid Level

San Jose, CA

Telecommunications

About the position

The Customer Success Manager at Nitel is dedicated to ensuring customer satisfaction and engagement. This role serves as the primary liaison between Nitel and its customers, advocating for their needs and maximizing the perceived value of Nitel's solutions. The manager will focus on driving customer engagement, revenue retention, and identifying growth opportunities while educating customers on leveraging Nitel's products and services effectively.

Responsibilities

• Ensure customers love Nitel by communicating its value proposition.
• Manage a group of assigned accounts, focusing on gross and net revenue retention.
• Own customer success plans and orchestrate key plays across Nitel.
• Maintain ongoing communications with the entire account base.
• Leverage customer feedback and insights to drive improvements to Nitel products and solutions.
• Understand customers' business goals and strategies.
• Provide professional and technical advice on business applications to ensure account satisfaction.
• Assume ownership of customer health and engagement, maximizing revenue under contract.
• Respond to requests, inquiries, or escalations in a timely manner.
• Manage relationships with all points of contact within a client's organization.
• Execute in concert with service delivery and other internal organizations for a seamless customer experience.
• Maintain a solid understanding of all major product groups and applications.
• Create proposals and/or presentations.
• Give onsite presentations to existing and prospective clients.

Requirements

• Bachelor's degree (BA, BS) in a related field.
• 4+ years' experience in customer success, account management, sales, and/or project management.
• Knowledge of telecommunication products and services is a strong plus.
• Strong written, communication, and presentation skills.
• Ability to manage up and drive results on behalf of customers.
• Diligence and strong organizational skills with a focus on quality of work.
• Ability to prioritize, multi-task, and perform effectively under pressure.

Nice-to-haves

• Experience in the telecommunications industry.
• Familiarity with SD-WAN, MPLS, SIP Trunking, Cloud Connectivity, and Managed Security.