Crexendo Inc., powered by NetSapiens is a customer centric organization. Crexendo is seeking a dynamic customer success professional to provide customer obsessed service. The position will work within a collaborative team environment. This role’s primary job function is to develop and maintain long-term business relationships by serving as an internal advocate and client liaison. Taking a proactive strategy to understand and support customer’s desired business outcomes.
Customer Ongoing account Management
o Own the relationship with assigned customers. Assisting in onboarding and implementation to ensure a smooth transition between onboarding and customer service, training, support and on-going growth of the customer’s business requirements and networks.o Working with customer prior to handoff of services to ensure they know and are following best practices to set themselves up for a successful launch.o Establish relationships as a trusted and strategic advisor to the customer. Generating trust and credibility at multiple levels within customer’s organization.o Maintain detailed understanding of products and services to assist customers with questions and or issueso Perform internal audits on accounts as needed.
Ensuring accuracy of products and services with billing.o Act as liaison between customer and internal organization groups such as Engineering, Sales, Product, Customer Service, and Deployment. Be the voice of the customer to internal teams.
Customer Issue Management
o Review customer complaints and concerns and seek to improve customer experienceo Escalation management and triageo Review and maintain live discussions for all escalations until resolutions are determinedo Continual review of projects and processes so to provide improvements and enhance customer experience.
Requirements and skills needed to be successful in this role:
• Bachelor’s degree or work experience equivalent• 2-3 years telecom experience• Analytical and process-oriented mindset• Proficient in Microsoft Office, especially Excel and Outlook• Ability to work independently• Ability to respond to customers in an expeditious manner• Excellent written and verbal communication skills• Solid organizational skills, including multitasking and time-management• Strong client-facing and teamwork skills• Previous customer service experience in professional office setting
Benefits:
Crexendo offers a comprehensive benefits package including; medical, vision, dental, holiday pay, paid time off (PTO), paid sick time (PST), and up to 3.5% 401K match.
45000.00 To 50000.00 (USD) Annually
