Are you enthusiastic, outgoing and love talking to people?  This position is for you.

Position Summary

The Customer Success Manager (CSM) is a vital orchestration point throughout the customer lifecycle. The CSM is responsible for sustaining client relationships built on trust, problem solving and customer satisfaction. The ideal candidate is highly energetic, well-spoken, and focused on understanding the ComTec product set to provide solutions, as well as identify opportunities to add value to our customers. A successful CSM will be driven to achieve customer satisfaction, introduce new products\services and always have the pulse of ComTec’ s client base.

The CS Team is broken into 3 levels with 1 being the entry level position to the team. This role will begin with taking ownership of Tier 3 accounts. This will involve engagement on the accounts on a twice a year cadence. Identifying if these accounts should be moved to Tier 2. Engage in the day to day activities on these accounts, as well as working with the more senior CSMs to gain experience on the higher level accounts, and product knowledge.

THIS POSITION IS HYBRID, HEADQUARTERS LOCATED IN VINELAND, NJ.

 Essential Duties & Responsibilities

• Ensure clients continuously renew with services while closely managing each client and their evolving business needs.
• Gather client insight into additional services, applications or offerings that are requested and resent back to ComTec Executive leadership team.
• Provide platform training for new and existing customers.
• Be fearless in suggesting changes that improve ComTec’ s customers experience across all departments.
• Work closely with Marketing to develop collateral needed to support Customer Success activities.
• Work closely with Channel Development to ensure Customer Success activities are inclusive of Channel partners.
• Manage existing contracts and contract renewals for all products and services.
• Mediate troubles, billing disputes & surveys.
•  Communicate with existing clients (via telephone and site visits) to resolve problems, complete satisfaction surveys.
• Maintain daily activities in business management platform to track interactions.
• Provide daily/weekly updates to manager on individual activity.
• Interact routinely with Sales and Marketing Teams and interdepartmentally to discuss customer account improvements, leads, as well as recommend improvements.
• Other duties assigned by management.
• Assist with building client facing literature, training, and messaging.

 Competencies

• Excellent verbal, written, interpersonal & presentation skills – training experience a plus.
• Ability to solve practical problems, provide clear and concise resolution in a timely manner, with an exceptional understanding and commitment to exceeding customer expectations.
• Motivational team player, yet performs well independently.
• Strong business acumen.
• Organized & detail oriented, especially in fast-paced, empowered environment.
• General technology background & commitment to learning ComTec products in a detailed manner.

Experience

 Minimum of 2 years CSM experience or Account Management experience.

•  Entry level sales or BDR/SDR experience a plus.
• Training experience a plus
• Experience in the Telecom industry a plus
• Salesforce experience would also be helpful

EOE