Customer Success Manager

Are you an experienced professional with a strong drive to initiate, maintain, and grow satisfaction? If you have been responsible for working with customers, as well as inside and outside sales, to maintain customer satisfaction, you may be the person we are looking for. We are seeking a proven customer-focused professional to join our team as a Customer Success Manager.

This is a unique opportunity to gain experience in the fastest growing IoT technology field. The role of the Customer Success Manager includes working closely with our sales and operations team to handle customer onboarding, platform /training, initial order processing, billing issue and support ticket resolution. This role serves as the customer’s advocate into the broader KORE organization.

KORE is a recognized global leader in IoT solutions and management capabilities, and is consistently recognized as the highest-ranked non-carrier in the Gartner Magic Quadrant for Machine-to-Machine Services worldwide. KORE creates value for customers in the explosive IoT market, and is the largest independent IoT connectivity management provider today.

Responsibilities of this position include:

• Conduct customer onboarding and training reviews with customers
• Increase customer adoption and ensure satisfaction
• Escalate customer issues with respective internal teams and facilitate resolution to ensure customer satisfaction
• Develop and maintain effective relationships across KORE

Onboarding:

• Deliver New Customer Orientation and Platform Training to establish value and adoption
• Quality assurance of signed contracts to ensure that contracted products/services/terms align with customer expectations as they are implemented in KORE Systems
• Ensure proper requirements are gathered from Customer and submitted to Operations for all initial orders
• Perform Initial Invoice Review and Invoice Comprehension Meeting with Customer
• Deliver New Customer Orientation and Platform Training to establish value and adoption
• Quality assurance of signed contracts to ensure that contracted products/services/terms align with customer expectations as they are implemented in KORE Systems
• Ensure proper requirements are gathered from Customer and submitted to Operations for all initial orders
• Perform Initial Invoice Review and Invoice Comprehension Meeting with Customer

Ongoing Customer Success:

• Manage Ticket Escalations, when warranted
  • Determine the source of the delay
  • Engage necessary parties to escalate ticket
  • Communicate updates to customer through resolution
• Conduct follow ups with Customers post resolution
  • Including conducting Customer Satisfaction Survey
• Conduct Training Reviews with Customers
  • When new contacts are established who will manage KORE self-service platforms for their company
  • Ensure customer knowledge of KORE platforms and processes is maintained at appropriate levels
• Maintain Customer information in systems
  • Update customer information across platforms as needed
  • Update systems when contracts are modified and fully execute
• Provide customer feedback to internal teams on gaps or improvements to internal processes to effective positive change and improve the customer experience.

Skills and Qualifications:

• 3 years’ experience in IoT or cellular technologies with customer support, project management or operations focus
• Excellent communication, interpersonal, and facilitation skills
• Excellent command of the English language, both oral and written
• Strong organizational skills, with a demonstrated ability to prioritize and multi-task
• Bilingual in Spanish
• Legally eligible to work in the United States

We appreciate the interest of all candidates but only those individuals selected for an interview will be contacted.

KORE provides equal employment opportunity for all persons, in all facets of employment. A pre-employment background check is required.

“KORE Wireless Group, Inc., is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of any kind.  KORE is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment.  All employment decisions at KORE are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age physical, mental or sensory disability, HIV Status, sexual orientation, gender identify and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.  KORE will not tolerate discrimination or harassment based on any of these characteristics.”

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