Customer Success Manager

hace 3 semanas

Santa Ana, Costa Rica Nitel A tiempo completo

**the position**

You are all about the customer You can't just deliver customer service...you are compelled to deliver AWESOME You are the liaison between Nitel and the customer and serve as the customer’s advocate. You focus on driving customer engagement and maximizing their perceived value of Nitel’s solutions leading to revenue retention and discovering incremental growth opportunities. You support the customer and set the appropriate expectations across the customer journey while also educating customers on how to leverage tools, resources, products, and services to run and grow their business. You own the customer’s success plan, interact with all key personas, and execute plays to deliver results across all Nitel products, solutions and services which include but are not limited to: SD-WAN, MPLS, SIP Trunking, Cloud Connectivity, and Managed Security.

**what you’ll do**
- Ensure our customers love Nitel Communicate Nitel’s value proposition and continually reaffirm with customers and agents.
- Own customer success plans and orchestrate key plays across Nitel.
- Leverage customer feedback, activity, and insights, to drive improvements to Nitel products and solutions.
- Assume ownership of customer health and engagement, including maximizing revenue under contract.
- Respond to requests, inquiries, or escalations in a timely manner, leveraging internal resources, processes, and protocols.
- Manage relationships with all points of contact within a client’s organization to ensure ongoing customer satisfaction, as well as Nitel partners and internal customers.
- Execute in concert with the service delivery organization to provide a seamless experience for our customers.
- Create proposals and/or presentations.

**what you’ll bring to succeed**
- Bachelor's degree (BA, BS) in related field
- Initiative-taking with an ‘ownership’ mentality
- 4+ years’ experience in customer success, account management, sales, and/or project management
- Knowledge of telecommunication products and services is a strong plus, but not required
- Comfort to communicate with authority to customer users and stakeholders
- Ability to ‘manage up’ and drive results on behalf of your customers
- Diligence, strong organizational skills, with an absolute focus on quality of work
- Strong written, communication and presentation skills to compose proposals, write routine letters, and present a Nitel solution and maintain influential relationships at all levels within the customer's organization
- Innovative critical thinking skills to resolve customer challenges and drive engagement
- Ability to prioritize, multi-task and perform effectively under pressure

**what we believe**
- Put Customers First
- Think as an Owner
- We Win as a Team
- Act with Integrity
- Be Better Every Day

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