Customer Success Manager

Connected2fiber

Milford, MA 01757

Posted 1 month ago

Job Description

Position Description


Connected2Fiber (C2F) is looking for a Customer Success Professional to join our growing team. Customer Success Managers (CSM) are responsible providing an expedient and focused implementation for newly signed customers. The CSM then focuses on further growing the partnership with assigned customers through proactive, scheduled dialogues once a customer reaches production status.


Customer Success Managers are the main drivers of adoption and expansion of the Connected2Fiber service. Candidates interested in joining this dynamic must be able to demonstrate a passion and ability to build relationships that go beyond customer/vendor. The right candidate must be able to become an extension of the customer?s team while also leveraging internal C2F teams to exceed expectations of all their assigned customers. We want people with the right attitude and positive approach to make our customers fanatics of our products and services.


Primary Responsibilities


+ Timely customer engagement at the completion of a new customer sale.


+ Schedule and complete internal knowledge transition from Sales Team of new customer acquisition that focuses on customer expectations, business needs and products purchased.


+ Creation of new customer instance and preparation for ingestion of relevant data from customer.


+ Build project plan drive all actions needed to ensure a flawless project launch.


+ Establish regular project calls that include clearly defined agendas prior to the call, detailed notes and professional recap of meetings that highlight action items with respective owners.


+ Deliver training courses for various personas of the customer that may require multiple sessions based on job functions.


+ Establish regular cadence calls with customer once production status is reached.


+ Cadence calls will include: new product releases, roadmap discussions, review of technical issues, company/personnel updates and evolving understanding of customer environment and needs.


+ Working closely with Sales Executive to provide regular status of accounts along with identify new sales opportunities within assigned accounts.


+ Monitor usage of products by customer and develop appropriate action plans based on activity.


Additional Responsibilities


+ Assist Engineering in preparation and testing of new product releases.


+ Work closely with Customer Support Team in identification and research of technical issues.


+ Provide path of escalation when required for customers needing additional support or assistance.


+ Work closely GIS Analysts to provide accurate estimates of completing on going data projects for assigned customers.


+ Partner with Product Management and Engineering on gathering requirements for new feature functionality requests and ensuring these are getting recorded in our enhancement system.


+ Identify opportunities with Marketing Team for customer testimonials, white papers and references.


Working Skills & Experience Requirements


+ Bachelor?s degree from an accredited 4-year college or university.


+ 8+ years of customer facing experience such as Customer Success Manager or Professional Services Consultant in a SAAS based business.


+ Previous experience in Customer Support or Professional Services a plus.


+ Proven ability to manage customer expectations in adverse conditions.


+ Ability to effectively communicate with customers at all levels of an organization that includes up to C level contacts.


+ Ability to influence internal groups on behalf of assigned customers.


+ Experience in network & communications space helpful, but not required.


+ Travel not to exceed 15%.


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Connected2Fiber is the leading Go to Market software platform for the connectivity industry. Our goal is to help network operators find best-fit customers, participate in their buying process and sell more. The product leverages machine learning and a foundation of location intelligence visualize, identify, and target locations and tenants to accelerate revenues for the Network Service Provider industry. The result is increased efficiency and performance for the operator, while opening up massive opportunity for network sellers who are shut out of so many opportunities today by not having their locations visible and consumable by other service providers.



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