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Associate Customer Success Manager

2 months ago

Clinton, United States UpStack Full time

Job Type

Full-time

Description

Associate Customer Success Manager

Location: Clinton, NJ

Company Overview

Launched in 2017 in New York, N.Y., UPSTACK is transforming the way infrastructure is sourced and sold. Through a powerful combination of the industry's leading advisors, advanced technology, and dedicated customer support resources-UPSTACK uses actionable business intelligence to architect and source customized technology solutions for businesses of all sizes. With UPSTACK, business buyers streamline IT procurement by tapping into a single source for mission-critical technology services from hundreds of proven providers, along with professional guidance to identify and evaluate the best solutions.

UPSTACK recently secured a substantial equity investment from Berkshire Partners, a firm with over 35 years of investment experience and deep sector expertise in technology and communications. The investment is being used to evolve UPSTACK's intuitive technology platform, expand its product and service portfolio, and accelerate its direct investments in the industry's top-producing sales agencies. To date, the company has acquired over thirty-three independent agencies to become the largest and fastest-growing agency in the technology industry.

About the Role

The Associate Customer Success Manager is responsible for building strong relationships with influencers and key decision-makers, driving growth, and retention, and delivering a proactive and superior customer experience. This role serves as the primary point of accountability and escalations for their portfolio of customers.

In this role, the foundational knowledge, skills, abilities, and personal attributes are anchored in the following:

  • Builds Rapport Quickly - effortlessly establishes genuine connections, fostering positive relationships and a collaborative environment
  • Customer-Focused Mindset - prioritizes the needs and satisfaction of clients, demonstrating a commitment to delivering exceptional service and building positive relationships
  • Agile - excels in navigating complex, rapidly changing work environments, embracing change, adapting seamlessly, and fostering a collaborative, innovative atmosphere with a proactive approach
  • Diligent - consistently demonstrates thoroughness, dedication, and a meticulous approach to tasks, ensuring high-quality and reliable outcomes
  • Effective Communicator - articulates ideas clearly, listens actively, and fosters open dialogue, contributing to seamless collaboration and understanding among team members
A successful individual will be detail-oriented, demonstrate exceptional organizational and communication skills, act tactically, write effectively, and display strong analytical and critical thinking skills. Our ideal candidate must be able to thrive in a fast-paced multitasking environment, who easily adapts positively to change and rapid company growth.?

Critical Outcomes Expected

Customer Relationship Management
  • Create and nurture strategic partnerships with customer stakeholders to ensure each phase of the customer lifecycle is cared for and accounted for (Learn, Buy, Get, Use, Pay, Support)
  • Develop a growth and retention strategy that aligns with the customer's business needs, objectives, priorities, and success path
Account Planning and Opportunity Management
  • Proactively manage retention activities to mitigate churn across Customer base
  • Bring customer and industry insights to the customer through proactive communication and business reviews to promote account value and success of the customer
  • Drive partnership with the internal account teams to identify, create and support growth opportunities for the Customer
  • Work cross functionally to lead customer renewal activities
CX Execution
  • Anticipate, identify and mitigate blockers to CS goals with internal and external stakeholders to accelerate customer value realization and customer satisfaction
Skills & Requirements
  • 0-2 years of telecom experience, preferred
  • 0-2 years of indirect channel experience, strongly encouraged
  • Entry-level customer-facing, consulting, solution delivery, or account manager/executive expertise
  • Ability to understand how to drive business change management and/or technical adoption
  • Excellent communication, including executive presence, interpersonal, verbal, written, and presentation skills
  • Quickly grasp projects and solutions and pull the resources together
  • Be highly detailed and precise
  • Have strong follow-up and thought capability
  • Ability to generate trust, build alliances, and orchestrate interdisciplinary teams to the benefit of customers
What Else We're Expecting
  • Exceptional core values - not only does the right thing, but does the thing right
  • Curious, resilient self-starter with a "can-do" attitude
  • Not only adapts to but embraces change
  • Collaborative with a willingness to roll up one's sleeves and work on projects and tasks even if they fall outside of stated job responsibilities
  • Solutions-oriented problem-solver that is focused on execution
  • Demonstrated ability to work across multiple time zones and cultures
  • Entrepreneurial by nature. Not afraid to challenge the status quo in order to find better ways to get the job done
  • Data fluent; leverages empirical evidence to inform decisions and opinions
  • Demonstrated ability to work across multiple time zones and cultures