Technical Customer Success Manager

Client Support Hollywood, California


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 reports to the Director of Customer Experience and is a key 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
  • Be the customers number one advocate, prioritizing recommendations that will have the largest customer impact
  • 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
  • Prepare reports by collecting, analyzing and summarizing information pertaining to the customer services
  • Provide client support for all campaigns, including delivery, pacing, quality feedback, and troubleshooting
  • 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


Job or Project Requirements and Experience:

  • 3+ years experience providing VIP service to Enterprise level accounts or other relevant qualifications
  • Must have an understanding of the working with API integrations
  • Bachelor’s degree (or equivalent experience) preferably with a numeracy base in programming
  • Experience with the following code languages are a major plus: C#.Net, Java, XML, and PHP
  • Excellent verbal and written communications skills
  • Strong critical thinking, analytical skills and problem solving skills
  • Exceptional phone skills including the ability to control a multi-attendee bridge
  • Experience with any of the following are major pluses: Salesforce Community Cloud and Lightning development
  • Demonstrates strong inter-personal skills, including patience, persistence, and flexibility
  • Ability to work both independently and as part of a team is a must
  • Ability to prioritize, multi-task and work competing tasks simultaneously
  • Ability to be flexible with hours, days and on call as the priority contact for client needs