Customer Success Manager, IT Services
West Corporation

Longmont, Colorado

This job has expired.


For this opening we will consider candidates from the following locations: ,QC,Canada | Longmont,CO,United States

Description

The Customer Success Manager is responsible for establishing and maintaining an excellent working relationship with Intrado customers and partners. The core focus of this position is to help our customers as they transition from sales to active users of our products, increasing customer value through adoption of our solutions. The successful incumbent will master defining requirements, communicate efficiently and possess a broad understanding of all areas of business-to-business processes. You should be an organized self-starter, detail-oriented and data-driven. Project management skills and the ability to juggle multiple projects and action items are a must. The ideal candidate is compassionate, enthusiastic, influential and tech-savvy.

Responsibilities

  • Take responsibility for the success of our implementation process
  • Act as liaison between Sales, Product Management and Leadership
  • Develop thorough knowledge of client business needs, collecting and analyzing data to drive change
  • Facilitate communication & collaboration between internal and external team members
  • Ensure client experience meets or exceeds expectations
  • Facilitate our customers to meet compliance and regulations
  • Drive customer adoption of our products and services
  • Act as customer advocate and point of escalation for assigned accounts
  • Collaborate with Sales defining scope and solution

Education
  • Degree from an accredited university required with major course work in business administration, communications, MIS, engineering, or related field required. Equivalent work experience in a similar position may be substituted for educational requirements.

Experience
  • Minimum 5 years' experience in IT management, technical service, or client account management required
  • 3+ years of experience working in Customer Success and SaaS applications, account management and project management experience
  • Intermediate knowledge of Word, Excel and PowerPoint required
  • Excellent oral and written communication skills for interfacing with clients, both internal and external.
  • Experience with contract language, including an ability to read and understand contractual obligations, service level agreements and scope definition


Le 'Customer Service Manager' est chargé d'établir et de maintenir une excellente relation de travail avec les clients et partenaires d'Intrado. L'objectif principal de ce poste est d'aider nos clients dans leur transition de la vente à l'utilisation active de nos produits, en augmentant la valeur du client par l'adoption de nos solutions. Le titulaire du poste maîtrisera la définition des exigences, communiquera efficacement et possédera une large compréhension de tous les domaines des processus interentreprises. Il doit être organisé et autonome, avoir le sens du détail et être axé sur les données. Des compétences en gestion de projet et la capacité de jongler avec plusieurs projets et actions sont indispensables. Le candidat idéal est compatissant, enthousiaste, influent et connaisseur des technologies.

Responsabilités
  • Assumer la responsabilité du succès de notre processus de mise en œuvre
  • Assurer la liaison entre les ventes, la gestion des produits et la direction.
  • Développer une connaissance approfondie des besoins commerciaux des clients, en collectant et en analysant les données pour favoriser le changement.
  • Faciliter la communication et la collaboration entre les membres de l'équipe interne et externe.
  • S'assurer que l'expérience du client répond ou dépasse les attentes
  • Aider nos clients à respecter la conformité et la réglementation
  • Favoriser l'adoption par les clients de nos produits et services
  • Agir en tant que défenseur du client et point d'escalade pour les comptes assignés.
  • Collaborer avec les ventes pour définir la portée et la solution


Formation
  • Un diplôme d'une université accréditée est requis, avec une spécialisation en administration des affaires, communication, MIS, ingénierie ou dans un domaine connexe. Une expérience professionnelle équivalente dans un poste similaire peut être substituée aux exigences en matière de formation.

Expérience
  • Au moins 5 ans d'expérience dans la gestion de l'informatique, le service technique ou la gestion des comptes clients exigés.
  • Au moins 3 ans d'expérience dans le domaine de la réussite des clients et des applications SaaS, de la gestion des comptes et de la gestion de projets.
  • Connaissance intermédiaire de Word, Excel et PowerPoint requise
  • Excellentes compétences en communication orale et écrite pour interagir avec les clients, tant internes qu'externes.
  • Expérience du langage contractuel, y compris la capacité de lire et de comprendre les obligations contractuelles, les accords de niveau de service et la définition de la portée.

ABOUT US

Connecting people with each other and the right information is mission critical. Intrado develops innovative cloud-based technology to make it easier, more effective and more efficient to make the right connections. Our solutions put people in sync with each other and the right information, so they gain the insight needed to reach better decisions on the issues that matter most. We do it with a laser focus on reliability.

Intrado is a leading provider of technology-driven, communication services, serving Fortune 1000 companies and other clients in a variety of industries, including telecommunications, retail, financial services, public safety, technology and healthcare. For more than 30 years, we have been leading the way in hosted and cloud-based solutions.

Our solutions connect people with each other and the information needed to gain insights for better decisions on the issues that matter most - Information to Insight.

Intrado has sales and/or operations in the United States, Canada, Europe, the Middle East, Asia Pacific, Latin and South America and is an Equal Opportunity Employer - Veterans/Disabled and Other Protected Categories. Intrado welcomes and encourages applications of individuals with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

ABOUT THE TEAM

Intrado's Life & Safety division is responsible for some critical parts of our everyday life. Our solutions are responsible for everything that happens after a 9-1-1 call is placed - call routing, delivery, location determination and data management. Whether you call from a landline, cell phone or text 9-1-1, we make sure first responders get the right information at the right time so they can save lives.

Intrado also provides notifications to the utilities, healthcare and educational sectors. Our platform provides multi-modal communications that meet an individual's contact preference and routes over 4 billion notifications each year. At the end of the day, Intrado believes that keeping people in our communities safe, connected and healthy is a top priority.


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