Position Overview 

 

The Customer Success Manager is a blended retention role and sales support function. This role would be responsible for managing the needs of a pre-assigned external customer base of FiberLight’ s customers, and internal sales team members. The CSM is responsible for the pre and post-sale process which includes teaming with our regional sales professionals; and navigating FiberLight’s internal sales processes and approvals through directing and influencing the activities of non-sales operations teams within FiberLight.  Additionally, this person will directly support a specified group of existing Fiberlight customer base providing customer service, support, client satisfaction, long-term retention, accelerating near-term revenue growth and facilitating two-way communication between Fiberlight and the client.

 

Essential Job Functions

 

Revenue retention through a high level of daily customer support activities including service upgrades, renewals, MAC (moves, adds, changes) and identification of potential cross selling of product offerings. Must have some technical aptitude and a good understanding of the various service offeringsServes as primary point of contact for assigned client base, identification of additional service opportunities through strategic discussions, relationship management and day-to-day support requirements and escalationsSupport the sales organization with back-office systems navigation and coordinate internal resources (product specialists, solutions engineers, and technicians) to effectively design FiberLight solutionsEngage key executives and decision makers to identify new needs, managing customer relationships with current and prospective National Accounts to increase business opportunitiesPerform Onboarding with new customers walking them through the lifecycle of orders, processes, and resources including providing Service Manuals to every assigned customerConduct recurring Health Checks with each customer in assigned base, building relationships and growing customer businessConduct QBR’s (Quarterly Business Reviews) for an assigned customer base and manage contract renewals within specified account assignments within the teamIdentifies and provides technical guidance on growth opportunities on key accounts and works collaboratively with sales to manage proposals, conduct negotiations, order revisions and follow-upManage complex sales cycles utilizing a consultative solution selling approach and outlining unique customer business applications, pricing, and implementation plansFacilitate and lead the removal of internal FiberLight process barriers such as bottlenecks, technology constraints, resource constraints and approvals through directing and influencing the activities of other internal areas within FiberLightForecast opportunities and build funnels for opportunities for renewalsSupport of Fiberlight executive and sales management requests for some administrative activities and data reporting requirementsAssist with customer escalations, engage NOC resources to obtain RFO’s (Request for Outage) for customer review, provide timely and frequent status updates related to trouble ticket status and resolution

 

Requirements

Requires a bachelor's degree Minimum of 5 years of demonstrated success selling and supporting production in the Telecom industry is requiredExcellent verbal and written interpersonal skills capable of presenting at the C-levelStrong project management skills Requires a customer-first mentality and the ability to maintain positive customer relationships Ability to coordinate and complete numerous tasks simultaneously while maintaining a sense of priorityThrive in consultative solution selling solutionsMust be a motivated, self-starting individual Ability to analyze and solve problems in independent and in team settings Ability to travel up to 25% of the timeFlexibility to identify and adapt to changes as needed to maximize successSalesforce (SFDC) and OSS (any back-office provisioning tool will suffice) experience requiredStrong Microsoft Office Suite, especially Word, Excel, and PowerPoint skills are a must.Demonstrates high standards of ethical conduct

 

 

 

Physical Requirements

Must be able to sit, stand, walk, stoop, kneel and reachMust be able to speak, write, read, and understand EnglishMust have visual acuityMust be able to lift 0-25 pounds