Client Success Strategist

2 weeks ago


Eatontown, New Jersey, United States Yorktel Full time

About Yorktel:
For over 35 years, Yorktel has been a leading provider of video managed services globally, catering to some of the largest enterprises and government entities.

With a portfolio of over 10,000 video systems managed worldwide, Yorktel stands out as the foremost video communications service provider, showcasing unparalleled expertise and extensive reach in delivering high-quality visual communication solutions.

Position Overview:
Yorktel is on the lookout for a Customer Success Manager who will leverage their knowledge, experience, and interpersonal skills to ensure the effective delivery of all managed and support services to our clients.

This role is pivotal in guaranteeing the overall success of our services and serves as the primary liaison for customers regarding all Managed and Technical Services.

The Customer Success Manager is tasked with fostering customer satisfaction, fulfillment, and retention. They will advocate for the customer within the organization, sharing insights and providing operational recommendations for strategic initiatives.

Key Responsibilities:
- Collaborate with the operations team to forecast and implement system setups and preventive maintenance plans.
- Maintain high customer service standards and resolve issues promptly.
- Identify service trends and propose improvements to systems and processes.
- Own the communication and management of service issues or escalations both internally and externally.
- Regularly engage with customers to understand their needs and ensure satisfaction.

Qualifications:
- Proven leadership and managerial capabilities.
- Strong customer orientation with the ability to engage with senior management in client environments.
- Excellent attention to detail and multitasking skills.
- Familiarity with financial and accounting principles is advantageous.

Technical Skills:
- Experience in professional services, managed services, and technical support.
- Knowledge of cloud-based collaboration tools and unified communication solutions.
- Understanding of operational service delivery metrics and experience in meeting SLAs and SLOs.

Additional Information:
- The candidate must be willing to travel as necessary to support client engagements.
- Excellent written and verbal communication skills are essential.
- Proficiency in Microsoft Office Suite is required.

Yorktel is committed to fostering an inclusive environment and encourages applications from all qualified individuals, regardless of race, color, religion, gender, national origin, disability status, or any other characteristic protected by law.



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