Worldcom Exchange Inc.
Customer Success Manager
Worldcom Exchange Inc., Salem, New Hampshire, us, 03079
Overview
WEI is a service and solution technology provider that focuses on building quality relationships with clients. Our sales and engineering teams work closely with our clients to optimize their environments and work efficiently by using cutting-edge technologies and best practices. Our clients benefit from our technical talents, value-added services, demonstration labs, knowledge transfer center, integration/testing labs, proof of concept labs and commitment to quality. From solution design through implementation, our sales and technical team will remain focused on providing unwavering support throughout the project.
WEI is your strategic IT partner delivering custom, innovative business technology solutions that deliver real business outcomes.
WEI is looking for a highly driven and motivated individual who is passionate about building strong customer relationships and providing a best-in-class experience. In this role, you will be the trusted advisor and advocate for your customer base. As a Technical Customer Success Manager at WEI, you are the primary point of contact for our portfolio of customer accounts. You will work with stakeholders to maximize the technical and business value of the WEI product offerings. You will be the voice of the customer within WEI and collaborate cross-functionally to communicate customer feedback and enhancement requests. The Customer Success Manager will assist directly with WEI product adoption and optimization, contributing to increased customer retention rates and reducing churn risk.
Responsibilities
Act as the central point of contact between WEI, partners, and our customers to ensure overall successEstablish a trusted advisor relationship to ensure requests are prioritized properly for overall customer satisfaction with servicesCoordinate internal and external meetings to align with contract obligations and SLA'sPrepare quarterly SBR's (Strategic Business Reviews) for customer touchpoints to provide insights and reporting for customer feedback, education, and recommendations to save clients time and realize valueDevelop proactive process improvements, focusing on smarter, more efficient ways to service clientsEnsure account issues and incident responses are resolved quickly, leveraging or escalating to resources as neededProactively assess, clarify, and validate customer needs and expectations on an ongoing basis to ensure the highest satisfaction levelsDevelop strong relationships with key stakeholders and executive sponsors to ensure we are adding value by providing solutions that align with customers overall business objectivesDrive product adoption, engagement and maintain account healthAdvocate customer needs and provide feedback internally to inform product vision and roadmapQualifications:
6-8 years of experience in technical account management, customer success, or similar technical post-sales, client facing rolesMSP program experience such as advocating for client priorities, spotting opportunity for growth and automation while maintaining service level agreementsTechnical aptitude to understand, learn and identify analytical and technical tasksExperience working with multiple levels of customer stakeholders technical admins, C-level executives, legal, and compliance teamsExcellent verbal, writing, presentation, and interpersonal skillsStrong analytical and problem-solving skillsStrong attention to detail and self-motivatedProject leadership experience and strong teaming abilitiesExperience in building and maintaining strategic relationships through excellent presentation and communication skills with the ability to hold challenging conversationsEducation and/or Certifications:
Bachelor's degree in business management, engineering, computer science or related field, or equivalent work experienceEEOC Statement:
WEI is an Equal Opportunity Employer: The Company believes that all persons are entitled to equal employment opportunity. The Company will not discriminate or tolerate discrimination against any employee or applicant because of race, color, creed, religion, genetic information, sex, sexual orientation, national origin, age, status with regard to public assistance, marital or veteran status, disability or any other characteristic protected by local, state or federal law.
#J-18808-Ljbffr
WEI is a service and solution technology provider that focuses on building quality relationships with clients. Our sales and engineering teams work closely with our clients to optimize their environments and work efficiently by using cutting-edge technologies and best practices. Our clients benefit from our technical talents, value-added services, demonstration labs, knowledge transfer center, integration/testing labs, proof of concept labs and commitment to quality. From solution design through implementation, our sales and technical team will remain focused on providing unwavering support throughout the project.
WEI is your strategic IT partner delivering custom, innovative business technology solutions that deliver real business outcomes.
WEI is looking for a highly driven and motivated individual who is passionate about building strong customer relationships and providing a best-in-class experience. In this role, you will be the trusted advisor and advocate for your customer base. As a Technical Customer Success Manager at WEI, you are the primary point of contact for our portfolio of customer accounts. You will work with stakeholders to maximize the technical and business value of the WEI product offerings. You will be the voice of the customer within WEI and collaborate cross-functionally to communicate customer feedback and enhancement requests. The Customer Success Manager will assist directly with WEI product adoption and optimization, contributing to increased customer retention rates and reducing churn risk.
Responsibilities
Act as the central point of contact between WEI, partners, and our customers to ensure overall successEstablish a trusted advisor relationship to ensure requests are prioritized properly for overall customer satisfaction with servicesCoordinate internal and external meetings to align with contract obligations and SLA'sPrepare quarterly SBR's (Strategic Business Reviews) for customer touchpoints to provide insights and reporting for customer feedback, education, and recommendations to save clients time and realize valueDevelop proactive process improvements, focusing on smarter, more efficient ways to service clientsEnsure account issues and incident responses are resolved quickly, leveraging or escalating to resources as neededProactively assess, clarify, and validate customer needs and expectations on an ongoing basis to ensure the highest satisfaction levelsDevelop strong relationships with key stakeholders and executive sponsors to ensure we are adding value by providing solutions that align with customers overall business objectivesDrive product adoption, engagement and maintain account healthAdvocate customer needs and provide feedback internally to inform product vision and roadmapQualifications:
6-8 years of experience in technical account management, customer success, or similar technical post-sales, client facing rolesMSP program experience such as advocating for client priorities, spotting opportunity for growth and automation while maintaining service level agreementsTechnical aptitude to understand, learn and identify analytical and technical tasksExperience working with multiple levels of customer stakeholders technical admins, C-level executives, legal, and compliance teamsExcellent verbal, writing, presentation, and interpersonal skillsStrong analytical and problem-solving skillsStrong attention to detail and self-motivatedProject leadership experience and strong teaming abilitiesExperience in building and maintaining strategic relationships through excellent presentation and communication skills with the ability to hold challenging conversationsEducation and/or Certifications:
Bachelor's degree in business management, engineering, computer science or related field, or equivalent work experienceEEOC Statement:
WEI is an Equal Opportunity Employer: The Company believes that all persons are entitled to equal employment opportunity. The Company will not discriminate or tolerate discrimination against any employee or applicant because of race, color, creed, religion, genetic information, sex, sexual orientation, national origin, age, status with regard to public assistance, marital or veteran status, disability or any other characteristic protected by local, state or federal law.
#J-18808-Ljbffr