Lead Customer Service Manager

Mitel

281d

About The Position

As a Lead Customer Service Manager at Mitel, you will be responsible for leading and mentoring a team of Account Managers that are driving the adoption and effective utilization of Mitel solutions within their assigned customer accounts. Leading by example and helping them to foster strong relationships, act as a trusted advisor and ensure that customers realize the full value of their Mitel investments. Your role will include how to position best practices such as, realize customer goals and challenges, guiding them through their Mitel journey, and identifying opportunities to expand Mitel's footprint by promoting additional technologies and services that align with their business needs.

Requirements

• Bachelor's degree preferred; or high school diploma + relevant experience.
• Previous CSM Leadership position is desired.
• Proven experience in customer success, account management, or a similar role, preferably within the telecommunications or technology industry.
• Strong understanding of Mitel solutions and the ability to align them with customer objectives.
• Excellent communication, problem-solving, and relationship-building skills.
• Ability to manage multiple priorities and customer accounts effectively.
• Proactive mindset with a passion for delivering exceptional customer experiences.

Responsibilities

• Manage and Mentor a team of Customer Success Managers to ensure that Retain and Grow our key accounts.
• Drive adoption and optimization of Mitel solutions to achieve customer satisfaction and success.
• Build and maintain strong, long-term relationships with key customer stakeholders.
• Act as the primary point of contact, providing guidance, training, and best practices.
• Proactively identify and mitigate risks to customer success.
• Collaborate with internal teams to resolve customer challenges and ensure seamless experiences.
• Identify upsell and cross-sell opportunities to expand Mitel technology usage within accounts.
• Monitor customer health metrics and create strategies to improve retention and loyalty.
• Advocate for customers by sharing feedback and insights with Mitel's product and service teams.

Benefits

• Affordable Medical, Dental, Vision, Life and Disability Insurance
• Matching 401(k) plan
• Paid time off (holiday, vacation and sick)
• Employee Assistance Program
• Reward and Recognition Programs

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Telecommunications
• Education Level: Bachelor's degree