What are the responsibilities and job description for the Customer Success Manager position at Insight Global?
Requirements
- W2 Only - direct hire with our client, NO c2c/sponsorship
- Local to New Jersey or NY/PA and willing to drive to NJ 2-3 times a week
- They want managers who have worked with SMB business, NOT clients like Verizon, ATT, TMobile etc..
- Experience managing accounts for SMB clients in the tech industry with a client base of more than 100.
- 3-5 years of sales, client success and/or account management experience within a B2B VoIP and/or Telecommunications environment.
- Strong understanding of VoIP, UCaaS, and/or Telecommunications products, services, and software.
- Expertise in technical product elements and digital technologies, with a proven ability to troubleshoot and resolve customer issues related to telecommunications products and services
Role & Responsibilities
Respond promptly to Unified Communication, cloud service, and telecom-related inquiries and identify opportunities to enhance product and service experiences.
• Provide end-user assistance with the company's phone system for admin, moves, adds, and changes (MAC) requests.
Assist clients with the audit of their telecom, internet, and cloud invoices and provide recommendations on spend vs. need.
Manage key accounts through proactive contract renewal outreach, regular communication touchpoints, and introducing additional products/services aligned with client specific needs.
Execute Quarterly Business Reviews (QBRs) with larger clients.
Work with clients to upsell/cross sell and specifically presenting quotes for approval.
Triage technical support requests by resolving minor technical issues and escalating more complex technical challenges to appropriate service teams. • Develop and deliver live or pre-recorded educational webinars and training materials to enhance customer knowledge and make a positive impact on the customer experience. • Coordinate with the sales team to generate sales opportunities, add-on proposals for existing clients and present term renewals to clients with up-to-date products and pricing.
Salary : $80,000 - $125,000