Customer Success Manager

About the Position:

We are looking for an exceptional Customer Success Manager to become an integral part of our team.

In this pivotal role, you will be the focal point of our North America customer and partner relationships, ensuring they extract maximum value from our offerings. Your mission will be to identify and implement key strategies that will catalyze business growth, elevate customer satisfaction and loyalty, and enhance the adoption of our products.

Main Responsibilities:

• Develop and maintain strong relationships, becoming the trusted advisor for SAM’s clientele.
• Drive customer success outcomes by identifying customer and potential customers goals and helping them achieve success with our product suite.
• Administer the customer renewal cycle with precision, while proactively identifying opportunities for upselling, contributing to sustained business growth.
• Execute engaging demonstrations and Proof of Concept (PoC) sessions during the pre-sale or cross-sale phases to showcase the capabilities of our products and services.
• Response to RFPs/RFIs: Respond to Requests for Proposals (RFPs) and Requests for Information (RFIs) with detailed technical solutions.
• Sales Support: Provide ongoing support to the sales team by addressing technical questions and objections from customers.
• Advocate customer needs/issues cross-departmentally and program-manage customer concerns.
• Influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores.
• Oversee the onboarding of new accounts and ensure successful deployment and ongoing activities.
• Manage and communicate project delivery, status, and issues internally across multiple organizational levels.

Requirements:

• Bachelor’s Degree (or equivalent work experience)
• 8+ years of experience as Customer Success or Technical Account Manager managing North America Enterprise customers.
• Possess a comprehensive understanding of IP-based networks and sophisticated network design principles.
• Contribute significantly to the development of processes and best practices, always prioritizing a customer-centric approach.
• Demonstrated ability to lead intricate, cross-functional, and large-scale projects, effectively managing multiple stakeholder interests.
• Experienced in both hardware and software aspects of the telecom industry, with a keen eye for technological advancements.
• An organized and detail-oriented professional who excels at juggling multiple projects and activities, consistently surpassing performance targets.
• Strong analytical and problem-solving skills, coupled with robust technical expertise.
• Excellent spoken and written English
• Native or near-native English (advantage)
• Willingness to travel to customer locations as needed