Customer Success Manager

1 week ago

Dallas, Texas, United States MCE Systems Full time

What You'll Do

This position requires advanced customer service and Enterprise technical support abilities, strong analytical and problem-solving skills, a high level of professionalism, the ability to multi-task, strong attention to detail, and self-motivation.

  • Set the groundwork for our client's successful journey by taking part in the post-sales engagement process, including performing onboardings, product implementations, and renewals.
  • Continually Improve the MCE offering to our customers, and expand the relationship and opportunity for further opportunities.
  • End to End Project Management of new Initiatives.
  • Monitor, measure, and map the client's activity including periodic review meetings (MBR/QBR) with Customers, Account Managers, Sales Managers, Technical Managers, and Board Level Directors
  • Provide a single point of contact for customer escalations.
  • Drive usage and adoption of mce's products, using data and best practices.
  • Collaborate with the Sales and Support teams to ensure a smooth transition of ongoing client management.
  • Perform UAT testing of new versions in the customer's environment
  • Help with the installation process of new and advanced products
  • Provide continuous feedback and new features requests to our product and marketing teams in Tel-Aviv.

Qualifications

  • Bachelor's degree or equivalent experience
  • Experience in customer success
  • Strong written and verbal communication skills
  • Detail-oriented and analytical
  • Demonstrated ability to increase customer satisfaction

The ideal candidate will have

  • Experience as a CSM in the Telecom industry.
  • 3 to 5 years of experience in a technology company, with a proven track record of delivering quality results.
  • A good understanding of customer success metrics and KPIs
  • A passion for communicating with clients and a drive for success.
  • Excellent communication skills: utilized with our clients, as well as delivering effective feedback to your peers and management.
  • Strong technical skills.
  • A strong sense of ownership.
  • A service-oriented, can-do attitude: stay enthusiastic and work on the go-forward strategy.

Extra Credit:

  • Experience using Zendesk, JIRA, other CRM, support, and agile development systems.
  • Experience in QA and project management.
  • Experience in Mobile Retail Environments.
  • Experience in the Telecommunication Industry.

Benefits

mce offers competitive pay with a great health insurance plan, 401k plan with matching contribution. Generous PTO policy and paid holidays.

About Us

MCE is an international Software company, with HQ in Israel that works with Telecos worldwide to provide Device Lifecycle Management and Mobile Care Software, supporting mobile devices throughout the entire device lifecycle at all customer touchpoints.

About the Team

mce's US Customer Success team holds a crucial role in our customers' life - leading their onboarding and set-up period, driving early adoption while keeping our existing client base successful by driving business success, usage, and expansion.

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