Customer Success Account Manager

2 weeks ago

Other US Location IntelePeer Full time

IntelePeer is a transformative force in cloud communications. We're fundamentally changing the way people, businesses, and service providers deploy and leverage their communications. In fact, we're changing the economics of a trillion-dollar industry.

IntelePeer has high-profile industry leaders at the top of its organization along with top-tier investors and strong, dynamic, and growing teams across the United States. From our headquarters in Dania Beach FL to our Denver office, the IntelePeer culture embraces innovation, encourages collaboration, and rewards creativity.

As a Customer Success Account Manager (CSAM), you are the delivery leader in our account team and a strategic partner to our customers. You are responsible for execution against our Customer Success Contracts and orchestration of cross-functional programs that deliver customer value and enable transformational customer outcomes. This opportunity will allow you to accelerate your career growth, leverage your delivery management capabilities and deepen your cloud and industry expertise.

Responsibilities

Customer Relationship Management

  • Builds and coaches others on customer, partner, and internal stakeholder engagement strategy and models. Develops, maintains, and builds upon foundational relationships with key customer stakeholders and technical professionals to enable quality solution delivery and health using partnerships with other account team leaders and leads orchestration across internal/external stakeholders. Expands customer and partner relationships beyond the current Unified Support contract consumers with a focus on leading the definition of business outcomes and how to align Intelepeer strategy to customer business priorities.
  • Identifies, navigates, communicates, and influences key customer technical, business, and executive-level stakeholders (including partners). Guides and leads conversations to facilitate the achievement of customer business objectives by leveraging their investment in Intelepeer. Maps internal roles to customer priorities to action the needs of customers and provides input into customer priorities. Holds, maintains, and nurtures internal stakeholder relationships. Influences and challenges senior/executive internal stakeholders. Leads business value conversations at customer executive levels.
  • Initiates the gathering of information on the business and Information Technology objectives for customer organizations using partnerships with other account team leaders to identify customer priorities. Partners with Account Team to create a customer success plan and contribute to the shared customer account plan in support of customer objectives specific to the customer's business transformation programs and common to their industry.

Customer Success Leadership

  • Engages in conversations with customers and demonstrates alignment between customer objectives and the current Intelepeer portfolio of work in the customer account. Promotes the organizational and customer success strategy with customers. Aligns Intelepeer technology and services with the customer's goals and objectives to form a cooperative strategy. Engages in account team planning, promoting business and technical needs for change that challenge customer thinking. Challenges the customer and influences their strategic decision making, driving the case for change towards improved operational health.
  • Leads the strategic execution of program planning and customer-facing program reviews, prioritization of engagements, and management of key stakeholder and executive expectations to address agreed-upon customer outcomes and account priorities to deliver ongoing customer success. Leverages Intelepeer delivery management methodologies, processes, and tools to manage and improve customer operational health. Proactively identifies and mitigates customer blockers by leveraging Intelepeer solutions and services, and develops deliverable programs of work. Orchestrates delivery resources to facilitate value realization with a focus on driving operational health. Leads delivery program reviews with internal stakeholders to ensure alignment on customer outcomes and account priorities. Leads escalation management and communications for delivery programs in the customer account.
  • Proactively identifies, monitors, and mitigates actual and potential blockers to adoption through data analysis and customer feedback. Mobilizes resources to address actual and potential blockers to consumption, associated issues, and to ensure delivery on Customer Success Plans (CSPs). Holds accountability for identified consumption milestones and their completion. Partners with customers to proactively identify opportunities for growth, optimize usage, and drive adoption. Partners with customers to understand their business objectives, identify opportunities where Intelepeer offerings can help achieve those objectives, and aligns Intelepeer products and services to agreed-upon customer outcomes and account priorities. Leverages an understanding of the customer's needs and business objectives to identify opportunities where Intelepeer can provide added value to maximize retention and minimize churn.

Qualifications

Required/Minimum Qualifications

  • Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 4+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
  • Experience with AI platforms
  • Experience with IVA delivery

Additional or Preferred Qualifications

  • 5+ years relevant work experience within customer industry.
  • Experience with Intelepeer Azure, Google Cloud, AWS and/or other AI tools
  • Project Management Institute (PMI) or equivalent Project Management certification.

Why You'll Love It Here:

  • Unlimited Paid Time Off
  • Paid Holidays
  • Competitive medical, dental & vision insurance for employees and their dependents
  • 401K Retirement Plan
  • Stock Options
  • Company-paid life insurance, voluntary short-term and voluntary long-term disability
  • Health & Flexible Savings Accounts
  • Cellphone, gym, and internet reimbursement
  • Paid Parental Leave
  • Tuition Reimbursement
  • Employee Assistance Program (EAP)
  • Free snacks (Denver, and or Fort Lauderdale)
  • Fun events (virtual and in-person)

Any requests to exercise your rights as a data subject under GDPR should be submitted to for prompt processing. Please refer to our Privacy Policyfor any questions on how IntelePeer complies with GDPR.

For California residents only: Please refer to the link below for IntelePeer's Applicant CCPA Privacy Notice.

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