Customer Success Manager

Telarus (www.telarus.com) is the leading global technology solutions distributor, committed to helping Technology Advisors, their customers, and suppliers to source, purchase, and implement the right technology for the greatest impact.

Responsible for managing an assigned base of customers. The responsibility of the Customer Success Manager will be to contact these customers regularly, build strong relationships, handle any customer issues or changes, look for and close upsell opportunities, and help increase the renewal levels of their services.  The Customer Success Manager will also be responsible for maintaining positive relationships with their assigned partners and hitting all metrics and goals set by Telarus Management.   

Key areas of Responsibility: 

• Interact with the assigned customer base regularly and create strong relationships 

• Assess current services, determine customer satisfaction, and create plans for improvement 

• Ask probing questions, assess customers’ needs, and recommend appropriate solutions 

• Responsible for upselling customers, identifying opportunities, and meeting sales goals 

• Train and educate customers on service options and carrier services. 

• Handle MACD (moves, adds, changes, deletes) for named accounts and negotiate customer credits, if needed. 

• Maintain and update the assigned Base through our CRM 

• Actively manage portfolio to ensure retention and growth. 

• Manage, monitor, escalate, and drive to resolve customer service issues  

• Monitor contract expiration dates and take a proactive role in contract renewals 

• Continually self-educate and remain up to date on industry, services, and trends 

• Contact, build, and maintain working relationships with supplier contacts  

• Train and keep up to date with emerging carrier products, services, and processes 

• Log all activities, notes, and tasks in back office CRM 

• Communicate regularly with assigned partners and update them on the activity and health of accounts. 

• Work with internal resources to better understand assigned partners and resources available  

• Report activity and monitor progress on a weekly, monthly, quarterly, and annual basis. 

• Meet regularly with the supervisor to review the overall achievement of goals and address gaps. 

Required Qualifications: 

• Minimum of 2-3 years of experience in Telecom, or 2-3 years of combined Telecom and IT Services 

• 1 year(s) of experience in Consultative Sales and/or Account Management  
  

 Additional Skills and Qualifications:

• Ability to work effectively with customers at 'C' and other levels of management. 
  
  
• Ability to work independently and think on one's feet daily.
   
• Creative and innovative with an ability to think and solve problems strategically. 

• Experience in Managed Cloud Services is a plus. 

• Aggressive and goal-oriented with a history of hitting and exceeding goals 

• Excellent verbal and written communication skills, including the ability to explain complex issues clearly and thoroughly, as evidenced in personal interviews and via telephone. 

• Proactive, self-motivated, and driven to be successful at all levels 

• Ability to assess and understand customer needs and recommend appropriate solutions 

• Ability to ask probing questions, identify pain points, and identify opportunities 

• Ability to multitask and manage multiple projects and customers at the same time 

• Very organized and detail-oriented with excellent follow-up skills 

• Strong collaboration skills and the ability to work alongside multiple team members 

• High capacity to learn and adapt 

• History of honest and ethical interaction and treatment of customers 

• Confidence coupled with necessary empathy to quickly set any customer at ease. 

 Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer
• Must be able to lift up to 15 pounds at times