Position Overview
The Customer Success Manager is a blended retention role and sales support function. This role would be responsible for managing the needs of a pre-assigned external customer base of FiberLight’ s customers, and internal sales team members. The CSM is responsible for the pre and post-sale process which includes teaming with our regional sales professionals; and navigating FiberLight’s internal sales processes and approvals through directing and influencing the activities of non-sales operations teams within FiberLight.
Additionally, this person will directly support a specified group of existing Fiberlight customer base providing customer service, support, client satisfaction, long-term retention, accelerating near-term revenue growth and facilitating two-way communication between Fiberlight and the client.Essential Job Functions
- Revenue retention through a high level of daily customer support activities including service upgrades, renewals, MAC (moves, adds, changes) and identification of potential cross selling of product offerings. Must have some technical aptitude and a good understanding of the various service offerings
- Serves as primary point of contact for assigned client base, identification of additional service opportunities through strategic discussions, relationship management and day-to-day support requirements and escalations
- Support the sales organization with back-office systems navigation and coordinate internal resources (product specialists, solutions engineers, and technicians) to effectively design FiberLight solutions
- Engage key executives and decision makers to identify new needs, managing customer relationships with current and prospective National Accounts to increase business opportunities
- Perform Onboarding with new customers walking them through the lifecycle of orders, processes, and resources including providing Service Manuals to every assigned customer
- Conduct recurring Health Checks with each customer in assigned base, building relationships and growing customer business
- Conduct QBR’s (Quarterly Business Reviews) for an assigned customer base and manage contract renewals within specified account assignments within the team
- Identifies and provides technical guidance on growth opportunities on key accounts and works collaboratively with sales to manage proposals, conduct negotiations, order revisions and follow-up
- Manage complex sales cycles utilizing a consultative solution selling approach and outlining unique customer business applications, pricing, and implementation plans
- Facilitate and lead the removal of internal FiberLight process barriers such as bottlenecks, technology constraints, resource constraints and approvals through directing and influencing the activities of other internal areas within FiberLight
- Forecast opportunities and build funnels for opportunities for renewals
- Support of Fiberlight executive and sales management requests for some administrative activities and data reporting requirements
- Assist with customer escalations, engage NOC resources to obtain RFO’s (Request for Outage) for customer review, provide timely and frequent status updates related to trouble ticket status and resolution
Requirements
- Requires a bachelor's degree
- Minimum of 5 years of demonstrated success selling and supporting production in the Telecom industry is required
- Excellent verbal and written interpersonal skills capable of presenting at the C-level
- Strong project management skills
- Requires a customer-first mentality and the ability to maintain positive customer relationships
- Ability to coordinate and complete numerous tasks simultaneously while maintaining a sense of priority
- Thrive in consultative solution selling solutions
- Must be a motivated, self-starting individual
- Ability to analyze and solve problems in independent and in team settings
- Ability to travel up to 25% of the time
- Flexibility to identify and adapt to changes as needed to maximize success
- Salesforce (SFDC) and OSS (any back-office provisioning tool will suffice) experience required
- Strong Microsoft Office Suite, especially Word, Excel, and PowerPoint skills are a must.
- Demonstrates high standards of ethical conduct
Physical Requirements
- Must be able to sit, stand, walk, stoop, kneel and reach
- Must be able to speak, write, read, and understand English
- Must have visual acuity
- Must be able to lift 0-25 pounds
