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Customer Success Professional

2 months ago

Tempe, Arizona, United States CREXENDO, INC Full time
Job Description

**About Crexendo, Inc.**

Crexendo, Inc. is a customer-centric organization that values long-term business relationships. We are seeking a dynamic professional to join our team as a Customer Success Manager.

Key Responsibilities

As a Customer Success Manager, you will be responsible for developing and maintaining long-term business relationships with our customers. Your primary job function will be to serve as an internal advocate and client liaison, taking a proactive strategy to understand and support customers' desired business outcomes.

Key Accountabilities

  • Own the relationship with assigned customers, assisting in onboarding and implementation to ensure a smooth transition between onboarding and customer service, training, support, and ongoing growth of the customer's business requirements and networks.
  • Work with customers prior to handoff of services to ensure they know and are following best practices to set themselves up for a successful launch.
  • Establish relationships as a trusted and strategic advisor to the customer, generating trust and credibility at multiple levels within the customer's organization.
  • Maintain a detailed understanding of products and services to assist customers with questions and/or issues.
  • Perform internal audits on accounts as needed, ensuring accuracy of products and services with billing.
  • Act as liaison between customer and internal organization groups, such as Engineering, Sales, Product, Customer Service, and Deployment, being the voice of the customer to internal teams.

Customer Issue Management

As a Customer Success Manager, you will also be responsible for managing customer issues and concerns, including:

  • Reviewing customer complaints and concerns and seeking to improve customer experience.
  • Escalation management and triage.
  • Reviewing and maintaining live discussions for all escalations until resolutions are determined.
  • Continual review of projects and processes to provide improvements and enhance customer experience.

Requirements and Skills

To be successful in this role, you will need:

  • Bachelor's degree or work experience equivalent.
  • 2-3 years of telecom experience.
  • Analytical and process-oriented mindset.
  • Proficient in Microsoft Office, especially Excel and Outlook.
  • Ability to work independently.
  • Ability to respond to customers in an expeditious manner.
  • Excellent written and verbal communication skills.
  • Solid organizational skills, including multitasking and time-management.
  • Strong client-facing and teamwork skills.
  • Previous customer service experience in a professional office setting.

Benefits

Crexendo, Inc. offers a comprehensive benefits package, including medical, vision, dental, holiday pay, paid time off (PTO), paid sick time (PST), and up to 3.5% 401K match.