Customer Success Manager

Telarus•Sandy, UT

17d

About The Position

Telarus is a global technology solutions distributor that helps Technology Advisors, their customers, and suppliers source, purchase, and implement technology. The Customer Success Manager manages an assigned customer base and partner relationships. The role focuses on building strong customer relationships, reducing attrition, addressing customer issues and changes, identifying and closing upsell opportunities, and increasing service renewals. The manager is accountable for meeting metrics and goals set by Telarus management.

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 decision-makers.
Self-motivated, independent, results-driven approach and a track record of exceeding goals.
Strong problem-solving and strategic-thinking skills, with customer-focused solution development.
Excellent verbal and written communication skills.
Ability to uncover customer needs and pain points and create opportunities.
Highly organized and detail-oriented, with the ability to manage multiple priorities.
Collaborative approach, adaptability, and commitment to continuous learning.
Integrity, professionalism, empathy, and ethical customer engagement.
Regular, predictable, consistent attendance.

Nice To Haves

Experience in Managed Cloud Services.

Responsibilities

Regularly interact with assigned customers and build strong relationships.
Assess current services and customer satisfaction, then create improvement plans.
Ask probing questions to understand customer needs and recommend appropriate solutions.
Identify and close upsell 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 support retention and growth.
Monitor, escalate, and drive resolution of customer service issues.
Track contract expiration dates and proactively manage contract renewals.
Stay informed about industry developments, services, and trends.
Build and maintain working relationships with supplier contacts.
Learn about emerging carrier products, services, and processes and keep current 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 understand assigned partners and available resources.
Report activity and monitor progress weekly, monthly, quarterly, and annually.
Meet regularly with a supervisor to review goal achievement and address gaps.