What are the responsibilities and job description for the Customer Success Manager position at Nitel?
Nitel is a leading Managed Service Provider specializing in secure, flexible Network-as-a-Service (NaaS). Our software-driven approach empowers businesses with cutting-edge network architectures, optimizing performance and security. We value collaboration and thrive in a fast-paced environment where open communication is key. Join us!
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.
your playbook
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.
your playbook
- Ensure our customers love Nitel! Communicate Nitel’s value proposition and continually reaffirm with customers and agents.
- Manage a group of assigned accounts, focusing on gross and net revenue retention.
- Own customer success plans and orchestrate key plays across Nitel.
- Maintain ongoing communications with your entire account base.
- Leverage customer feedback, activity, and insights, to drive improvements to Nitel products and solutions.
- Understand customers’ business goals and strategies.
- Provide professional and technical advice on business applications to ensure account satisfaction by fulfilling the customer’s overall business needs.
- 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 service delivery and other internal organizations to provide a seamless experience for our customers.
- Maintain a solid understanding of all the major product groups and applications associated with these product groups to provide strategic counsel.
- Create proposals and/or presentations.
- Give onsite presentations to existing and prospective clients while utilizing sales techniques to close sales.
- Bachelor's degree (BA, BS) in related field
- Action oriented 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
- 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
- Build 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
- Put Customers First
- Think as an Owner
- Win as a Team
- Act with Integrity
- Be Better Every Day
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