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Client Experience Specialist

2 months ago

Greenville, North Carolina, United States One Source Communications Full time
Job Description

Overview:

The Customer Success Manager (CSM) is responsible for delivering an exceptional customer experience for One Source Communications (OSC) clients. As a key member of the customer success team, the CSM will work closely with internal teams and clients to ensure seamless service delivery and achieve business growth objectives.

Key Responsibilities:

  • Client Engagement: Develop and maintain strong relationships with clients through regular check-ins, strategic planning, and issue resolution.
  • Account Management: Collaborate with Associate Customer Success Managers (ACSMs) to deliver regular reporting, client onboarding, and account management activities.
  • Issue Resolution: Facilitate prompt resolution of client issues and concerns, escalating as necessary to ensure timely resolution.
  • Business Growth: Work closely with Sales Account Executives to develop and execute joint commercial and strategic plans for top-tier clients.
  • Process Improvement: Identify opportunities for process improvement and implement changes to enhance client experience and business outcomes.

Qualifications:

  • Education: Bachelor's degree in a related field or equivalent combination of education and experience.
  • Experience: 5-10 years of experience in direct customer engagement roles, preferably in the telecom, enterprise datacenter, or security industries.
  • Skills: Excellent written and verbal communication skills, time management skills, escalation and conflict management skills, and ability to work collaboratively with internal and external teams.