Customer Success Manager

Jolera Inc.•Toronto, ON

14d

About The Position

Jolera offers MSPs & IT solution providers next-generation managed services, enabling them to create world-class experiences for their clients. Your clients receive award-winning solutions built on over 20 years of experience servicing businesses worldwide. We’ve helped transform hundreds of MSPs & solution providers worldwide! With our collection of tenured experts, we provide an elevated managed service experience for a variety of clients. At Jolera, we treat each MSP partner with specialized care and uniquely organize our products for your individual business needs. We are looking for a Customer Success Manager to join our sales team and work with a major telco client of Jolera.

Requirements

2+ years of work experience in client-facing roles in either sales or IT operations with a major telco in Canada
Confident knowledge of technology services sales and general negotiating principles
Understands IT broadly enough to have an insightful conversation and earning a position as a trusted advisor.
Excellent communication, and presentation skills
High-touch customer skills related to urgency and managing/exceeding expectations.
Dynamic enough to build relationships and communicate effectively with senior and mid-level managers
Strong organization and time-management skills.
Knows when to say “no” or “help”.
Is sufficiently resourceful and able to track multiple moving targets with shifting priorities.

Nice To Haves

Professional experience with a major telco company in Canada
Academic background in business administration, sales, or marketing
Outsourced IT Sales or Account management experience
Familiarity with IT operations in an MSP or larger IT department

Responsibilities

Attend and or manage quarterly customer temperature calls
Take on primary responsibility for smaller customers as determined by your manager
Keep clients informed on new marketing initiatives
Manage customer escalations and follow up – escalate internally where necessary and ensure issues are handled and client is happy
Represent the Rev team on Onboarding kickoff calls when others cannot attend, apprise team of what is happening/issues
Monthly billing coordination (assist Jolera finance and clients billing coordinator)
Change Request’s and Delivery Acceptance Form’s – create these and follow up,
Look to continuously Improve current processes
From time to time, assist the clients VP channel and the clients assigned SA as needed with
Manage CRM entries as needed
Update client Pipeline on a regular basis – converse with internal team and client account managers to get current updates.
Roll performance: Expected to proactively use self-learning and internal connections to continuously acquire IT specific knowledge and learn industry nuances.