Customer Success Manager

Telarus•Sandy, UT

18d•$60,000 - $80,000

About The Position

Telarus is a global technology solutions distributor that helps Technology Advisors, their customers, and suppliers source, purchase, and implement technology solutions. The Customer Success Manager manages an assigned customer base by maintaining regular contact, building strong relationships, reducing attrition, handling customer issues and changes, identifying and closing upsell opportunities, and improving service renewal levels. The role also maintains positive relationships with assigned partners and meets the metrics and goals established by Telarus Management. The position involves assessing customer services and satisfaction, recommending appropriate solutions, managing service issues and account changes, and proactively supporting renewals and portfolio growth. The Customer Success Manager also works with supplier contacts and internal resources, keeps current on industry and carrier offerings, documents account activity in Salesforce, and reports progress against goals.

Requirements

At least 2–3 years of experience in telecommunications, or 2–3 years of combined telecommunications and IT services experience.
At least 1 year of experience in consultative sales and/or account management.
Ability to build relationships with C-level stakeholders and other stakeholders.
Self-motivated, independent, and results-driven, with a track record of exceeding goals.
Strong problem-solving, strategic thinking, and customer-focused solution development skills.
Excellent verbal and written communication skills.
Ability to uncover customer needs, identify pain points, and create opportunities.
Highly organized and detail-oriented, with the ability to manage multiple priorities simultaneously.
Collaborative team player with adaptability and a commitment to continuous learning.
Integrity, professionalism, empathy, and ethical customer engagement.
Regular, predictable, and consistent attendance.

Nice To Haves

Experience in Managed Cloud Services.

Responsibilities

Interact regularly with assigned customers and build strong relationships.
Assess current services and customer satisfaction, and create plans for improvement.
Ask probing questions to assess customer needs and recommend appropriate solutions.
Upsell customers, identify opportunities, and meet sales goals.
Train and educate customers on service options and carrier services.
Handle moves, adds, changes, and deletes (MACD) for named accounts and negotiate customer credits when needed.
Maintain and update the assigned customer base in Salesforce CRM.
Actively manage the portfolio to ensure retention and growth.
Manage, monitor, escalate, and drive resolution of customer service issues.
Monitor contract expiration dates and proactively support contract renewals.
Keep current on the industry, services, and trends through ongoing self-education.
Contact supplier representatives and build and maintain working relationships with them.
Learn about emerging carrier products, services, and processes, and stay up to date on them.
Log activities, notes, and tasks in Salesforce CRM.
Communicate regularly with assigned partners and update them on account activity and health.
Work with internal resources to better understand assigned partners and available resources.
Report activity and monitor progress weekly, monthly, quarterly, and annually.
Meet regularly with the supervisor to review goal achievement and address gaps.
Maintain regular, predictable, and consistent attendance.