Customer Success Manager

Client Services Los Angeles, California Las Vegas, Nevada


Description

Position at J2 Cloud Services

The successful candidate will play a key role in the onboarding, growth, management and retention for Enterprise Corporate accounts. The Customer Success Manager is a key team member for our VIP customers globally. This position will be responsible for personally interacting with customers of all levels from CTO to front line workers. Be a part of a company that strives to be recognized for our ongoing service of excellence coupled with our stellar product.

Job Duties:

  • Be the primary point of contact building long-term relationships while providing white glove service
  • Includes onboarding / implementation – introducing customers to our product offerings. Giving an overview of porting and our customer support process. 
  • Be the customers number one advocate, prioritizing recommendations that will have the largest customer impact. 
  • This includes introducing customer with all new products and features as well as taking their feedback and feature requests back to our product team for consideration. 
  • Use independent judgment and collaborate with other team members to investigate failed opportunities for client and system improvements. 
  •  Accountable for ensuring all escalations are handled with an utmost sense of urgency, including hourly updates through to resolution with RCA. 
  • Be able to work independently and efficiently with minimal Sr. Management involvement
  • Onboard new clients, including pre sales, provisioning, delivery, deployment and post sales VIP service
  •  Assume responsibility for learning, in detail, technical concepts of our products
  • Ensure timely and successful delivery of our solutions according to customer needs, including being a liaison between the customer and engineering teams on improving API services and requirements
  •  Be able to interact and effectively communicate with internal executives, managers, project managers and developers
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