Customer Success Manager

TeleCloud•Morristown, NJ

7d•$75,000 - $90,000•Hybrid

About The Position

TeleCloud is a regional on-the-ground, hands-on voice systems cloud provider with over 40 years of experience and more than 15,000 users and 1,000 businesses utilizing their TeleCloud UCaaS platform. As a growing company of 20 dedicated employees, TeleCloud emphasizes a core values-led approach, fostering a fast-paced, down-to-earth team environment where employees can develop industry knowledge and contribute directly to company growth. The Customer Success Manager will act as the main point of contact for existing clients, providing post-installation support, education, and proactive follow-up to ensure client needs are met. This role is crucial for fostering relationships, driving growth, boosting retention, and identifying new sales opportunities within existing client accounts.

Requirements

Experience managing accounts for SMB clients in the tech industry with a client base of more than 100.
3-5 years of sales, client success and/or account management experience within a B2B VoIP and/or Telecommunications environment.
Strong understanding of VoIP, UCaaS, and/or Telecommunications products, services, and software.
Expertise in technical product elements and digital technologies, with a proven ability to troubleshoot and resolve customer issues related to telecommunications products and services.
Prior experience with CRM tools (HubSpot a plus) and upselling products and services.
Ability to prioritize customer accounts delivering stellar customer service and ensuring client satisfaction.
Proven ability to manage client relationships and deliver on customer expectations while accurately documenting day-to-day interactions.
Experience with UCaaS, phone systems, internet, IT, and/or security product portfolio to support clients.
Ability to work from our Morristown, NJ office three days a week.

Nice To Haves

Bachelor’s Degree preferred, but not required

Responsibilities

Respond promptly to Unified Communication, cloud service, and telecom-related inquiries and identify opportunities to enhance product and service experiences.
Leverage HubSpot CRM to update and maintain client records of customer feedback and activity.
Perform telecom bill analysis and specifically invoice reviews with clients.
Provide end-user assistance with TeleCloud phone system for admin, moves, adds, and changes (MAC) requests.
Assist clients with the audit of their telecom, internet, and cloud invoices and provide recommendations on spend vs. need.
Manage key accounts through proactive contract renewal outreach, regular communication touchpoints, and introducing additional products/services aligned with client specific needs.
Execute Quarterly Business Reviews (QBRs) with larger clients.
Work with clients to upsell/cross sell and specifically presenting quotes for approval.
Triage technical support requests by resolving minor technical issues and escalating more complex technical challenges to appropriate service teams.
Develop and deliver live or pre-recorded educational webinars and training materials to enhance customer knowledge and make a positive impact on the customer experience.
Coordinate with the sales team to generate sales opportunities, add-on proposals for existing clients and present term renewals to clients with up-to-date products and pricing.