Customer Success Service Manager – Telecom
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Job Description
Customer Success Service Manager responsible for client satisfaction and support growth at AireSpring. Collaborating with teams to enhance customer experience in cloud communications.
Responsibilities:
- Serve as the primary point of escalation contact for a portfolio of key clients.
- Develop strong, trusted relationships to ensure customer satisfaction and loyalty.
- Regularly communicate with clients to understand their goals, challenges, and feedback.
- Lead the onboarding process for new customers to ensure a smooth transition from sales.
- Train clients on platform features and best practices to drive product adoption.
- Monitor customer health metrics and proactively address issues.
- Develop and execute strategies to increase customer retention and reduce churn.
- Address and resolve client concerns quickly and effectively.
- Analyze customer usage data to provide insights and recommendations.
- Partner with Product and Support teams to relay customer feedback and advocate for product improvements.
Requirements:
- 3+ years of experience in customer success, account management, or a related field.
- Strong communication, interpersonal, and problem-solving skills.
- Proven ability to manage multiple client relationships and projects.
- Familiarity with CRM tools (e.g., Salesforce, HubSpot) and customer success platforms (e.g., Gainsight, ChurnZero).
- Experience in SaaS or technology industry preferred.
Benefits:
- 401(k) Retirement Plan – Prepare for the future with our competitive 401(k) plan.
- Health, Dental, and Vision Insurance – Access quality coverage to keep you and your family healthy.
- Cell Phone Discount Program – Enjoy savings on your monthly wireless bill through our employee discount partnerships.
- Gym Membership Discounts – Stay active and healthy with discounted rates at a variety of fitness centers.
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