Customer Success Manager

Plano, TX, United States

Position Overview

The Customer Success Specialist is a blended retention role and sales support function. This role would be responsible for managing the needs of a pre-assigned external customer base of FiberLight’ s customers, and internal sales team members. The specialist is responsible for the pre- and post-sale process which includes teaming with our regional sales professionals; and navigating FiberLight’ s internal sales processes and approvals through directing and influencing the activities of non-sales operations teams within FiberLight. Additionally, this person will directly support a specified group of existing Fiberlight customer base providing customer service, support, client satisfaction, long-term retention, accelerating near-term revenue growth and facilitating two-way communication between Fiberlight and the client.

Essential Job Functions

Revenue retention through a high level of daily customer support activities including service upgrades, renewals, MAC (moves, adds, changes) and identification of potential cross selling of product offerings. Must have some technical aptitude and a good understanding of the various service offerings.

Serves as primary point of contact for assigned client base, identification of additional service opportunities through strategic discussions, relationship management and day-to-day support requirements and escalations.

Support the sales organization with back-office systems navigation and coordinate internal resources (product specialists, solutions engineers, and technicians) to effectively design FiberLight solutions.

Engage key executives and decision makers to identify new needs, managing customer relationships with current and prospective National Accounts to increase business opportunities.

Perform Onboarding with new customers walking them through the lifecycle of orders, processes, and resources including providing Service Manuals to every assigned customer

Conduct recurring Health Checks with each customer in assigned base, building relationships and growing customer business

Conduct QBR’s (Quarterly Business Reviews) for an assigned customer base and manage contract renewals within specified account assignments within the team.

Identifies and provides technical guidance on growth opportunities on key accounts and works collaboratively with sales to manage proposals, conduct negotiations, order revisions and follow-up.

Manage complex sales cycles utilizing a consultative solution selling approach and outlining unique customer business applications, pricing, and implementation plans.

Facilitate and lead the removal of internal FiberLight process barriers such as bottlenecks, technology constraints, resource constraints and approvals through directing and influencing the activities of other internal areas within FiberLight.

Forecast opportunities and build funnels for opportunities for renewals.

Support of Fiberlight executive and sales management requests for some administrative activities and data reporting requirements.

Assist with customer escalations, engage NOC resources to obtain RFO’s (Request for Outage) for customer review, provide timely and frequent status updates related to trouble ticket status and resolution.

Requirements

Requires a bachelor's degree or

Minimum of 5 years of demonstrated success selling and supporting production in the Telecom industry is required

Excellent verbal and written interpersonal skills capable of presenting at the C-level

Strong project management skills

Requires a customer-first mentality and the ability to maintain positive customer relationships

Ability to coordinate and complete numerous tasks simultaneously while maintaining a sense of priority.

Thrive in consultative solution selling solutions

Must be a motivated, self-starting individual

Ability to analyze and solve problems in independent and in team settings

Ability to travel up to 25% of the time.

Flexibility to identify and adapt to changes as needed to maximize success

Salesforce (SFDC) and OSS (any back-office provisioning tool will suffice) experience required

Strong Microsoft Office Suite, especially Word, Excel, and PowerPoint skills are a must.

Demonstrates high standards of ethical conduct.

Physical Requirements

Must be able to sit, stand, walk, stoop, kneel and reach.

Must be able to speak, write, read, and understand English.

Must have visual acuity.

Must be able to lift 0-25 pounds.

FiberLight, LLC is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. FiberLight LLC makes hiring decisions based solely on qualifications, merit, and business needs at the time.

NOTE: This job description is not intended to be all-inclusive. Employees may perform other related duties as negotiated to meet the ongoing needs of the organization.

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