Implementation Customer Success Manager (Hybrid)

The Role

As an Implementation Customer Success Manager, you'll hold an essential position for the success of new Telnyx customers. You will be responsible for onboarding, maintaining and growing monthly revenue for Telnyx's highest-valued customers. You’ll build and maintain strong relationships, consistently remain available and responsive, and proactively assess, clarify, and validate customer needs on an ongoing basis. The two key metrics you’ll be evaluated on are the successful onboard of your book of business and retaining & growing individual accounts.

You will work as part of a diverse team of sales professionals, creatives, engineers, and product marketers to manage and grow customers that are some of the most exciting and forward-thinking global companies. The Implementation Customer Success Manager will be able to sit down with developers, product managers, and executives, and explain to them how to use our products with the highest standards of professional customer service.

Responsibilities 

• Develop strong relationships with key individuals, work with customers to establish critical goals and KPIs, and aid customers in achieving their business objectives.
• Track daily, weekly, and monthly metrics and reports to support the customer experience.
• Develop success plans for customers, including critical factors and metrics for success.
• Maintain and grow a book of business through proactive outreach, anticipating customer needs and concerns, and a data-driven, analytical, problem-solving mindset.
• Demonstrate and promote product adoption as a means to upsell new features and increase usage of the Telnyx platform.
• Remain available and responsive to maximize customer satisfaction by addressing inquiries, technical demands, and following through on specified timelines.
• Lead solution development efforts that best address customer needs, while coordinating the involvement of all necessary parties.
• Build and maintain strategic customer account plans, lead Executive Business Reviews, and negotiate renewals.
• Walk customers through an outlined onboarding process and advise on the best methods to optimize the experience on the Telnyx platform.
• Consistently generate buzz around Telnyx’s solutions through online reviews, case studies, testimonials, and community discussion.
  
  

What we are looking for 

• 2 years of customer service of a highly technical product or project management experience in a professional setting (telecommunications background will be a plus).
• Resourcefulness. Technically competent and enjoy solving problems for our customers and our team.
• Advanced organizational and time management skills.
• Excellent project management, developing workflows to increase troubleshooting efficiency while still following standard processes.
• Impeccable written and verbal communication skills. You are a strong listener and communicator, being able to stand in our customer’s shoes.
• Analytical thinking - analyze, synthesize, and apply information to solve problems swiftly while weighing all pros and cons and understanding the downstream effects of decisions.
• Living with integrity, transparency, and erring on the side of the action.
• Adaptive and introspective; ability to work under pressure and help others.

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