Client Success Manager

Position Summary: The ideal Client Success Manager seeks to provide a remarkable, value-added experience to Clients through all interactions and thrives on understanding each Client’s specific needs to partner with them and deliver successful outcomes. The Client Success Manager’s role is to ensure Clients benefit from the solutions and services provided by delivering a tangible business value as it pertains to the Client’s journey to the cloud.

Essential Job Responsibilities:

• Act as the Client Advocate by building trusting and transparent relationships in order to promote Client Loyalty
• Drive high Client engagement that results in solution adoption, contract renewals, and revenue expansion
• Identify Clients who would be good candidates to act as advocates for Packet Fusion (e.g., testimonials, case studies, etc.)
• Introduce new (and unused) solution features and articulate value to optimize Client’s solution to maximize platform effectiveness, stickiness, and value realization
• Analyzing Client data and helping them discover aspects of their solutions which are most beneficial to them
• Represent the voice of the Client by communicating value added opportunities, product roadmap questions and support overview requests to the appropriate teams within Packet Fusion
• Consult, plan and execute on UCaaS/CCaaS/SaaS project-related solutions for Packet Fusion’s new and existing Client base
• Keeping Clients updated on changes to the product they’re using, new features, and new products they might find useful
• Upselling and cross-selling through review of Clients’ progress
• Build action plans to address solution roadblocks and to remediate churn risk, increase NPS feedback, and measure success goals across the Client base
• Coordinate resources across Packet Fusion’s organization as needed to support Clients’ needs
• Collaborate with Sales, CS Ops, and Solution Providers to support Client deployments, renewals, and expansion opportunities
• Be a subject matter expert with broad and deep knowledge of Client lifecycle management processes
• Contribute to the continuous improvement of the Client Success team by sharing knowledge, best practices, process improvements, and Client success stories with your colleagues across the Company
• Making Clients aware of resources such as knowledgebase articles, tutorials, how-to videos, and webinars

Requirements: What You Will Bring

• You have a minimum of 3-4 years of experience in the Client-facing Client success field (Having experience in B2B Cloud or SaaS companies is a major plus)
• General understanding of Channel Partners, Resellers, Trusted Advisors, Managed Service Providers, etc.
• Experience orchestrating Client renewal process to ensure renewals are concluded successfully and in a timely manner. Identify renewal risk early and activates x-functional playbooks​
• Ability to drive multiple priorities and handle complex Client relationships through partnering and ensuring accountability
• Ability to quickly establish credibility and foster trust-based relationships at all levels with Clients
• Demonstrated experience handling and growing Accounts while expanding Executive Relationships
• Must have a team player mindset with excellent collaboration and team building skills
• Must enjoy working directly with Clients and going above and beyond to own the Client experience
• Must be a fast learner who is able to understand and rapidly adopt/adapt to new technologies
• Must have excellent written and oral communication skills and take pride in providing clean, concise, high-quality deliverables to Clients
• Must possess the ability to multi-task, prioritize and participate in multiple fast-paced projects

Skills:

• Experience coordination and delivering QBR / EBR reviews
• Have an acumen and tact of handling C-Suite discussions
• Ability to advocate and execute in ambiguous situations with Clients’ needs in mind
• Experience in working with complex, multi-divisional, multi-geographical Clients
• Superior Client service skills
• Experience providing coordination services or managing technology deployment projects
• Experience working with cross-functional teams (e.g., Sales, Product, Marketing, Support, Business Ops)
• Experience with Client onboarding procedures and methodology

Education:  Bachelor’s Degree or technical school resulting in an associate degree or equivalent

Experience – (This means experience in a related area--time spent doing similar work that provides the background for the current position.  The experience is to be considered in addition to any educational or skill requirements of the position):

Client Success or Account Management - minimum 3-4 years.

Accreditation--Certification—Licenses (Preferred but not required):

About the Company:
Packet Fusion

Packet Fusion began as a small Nortel reseller in the late 1990s, but things began to change in 2001. That date marked the year Matt Pingatore joined Packet Fusion. A background in telephony sales and a drive to lead landed Matt at the helm of Packet Fusion as CEO and owner. It was an event that would transform us from a company focused on one telephony solution to a consultative partner serving clients with a variety of technologies and support services.

Sensing a shift in the marketplace from Nortel and seeing a rising star in ShoreTel, Matt brought Packet Fusion into a new era of VoIP. Superior technology coupled with our ability to adapt empowered us to surpass expectations. Since 2007, Packet Fusion has garnered six Partner of the Year awards and eight Circle of Excellence awards, tangible proof of our ability to help clients meet business objectives no matter their needs. Despite all the accolades, Packet Fusion’s real success remains seeing our hundreds of clients benefit from better communication and VoIP solutions.

Our industry hasn’t remained stagnant, and neither have we. As the communications landscape continues to shift, businesses need unified communications and collaboration (UCC) tools, call center technology and training, elastic workforce capabilities, and more. Packet Fusion meets these changes with thought leadership, knowing your business growth will write the next chapter in our story.

Ultimately, the Packet Fusion story isn’t about how many awards we’ve won and the goals we’ve accomplished. Our story is about you and how we grow and change to meet the needs you have.

Company Size:
50 to 99 employees

Industry:
Telecommunications Services

Founded:
2002

Website:
http://www.packetfusion.com/

Salary : $85,000 - $150,000