Manager, Customer Success

For over 25 years, Telesystem has been empowering businesses across the country with a range of innovative network, communication and collaboration solutions designed to address the business-specific needs of each customer, such as SD-WAN, Managed WiFi, Hosted VoIP, Managed Security, Dedicated Internet, and Unified Communications. Guided by strategic partnerships and a customer-centric mission, these customized solutions are backed with white-glove implementation and 24/7 US-based support.

Telesystem currently delivers enterprise collaboration solutions and networking services to businesses in 45 states, DC and four foreign countries. Our customers include hospitals, universities, local public and private school districts, banks, multi-location retail establishments and regional government offices, to name a few.

Job Title: Manager, Customer Success

Division: Telecom

Telesystem Department: Sales

Job Summary:

• The Manager, Customer Success is responsible for the tactical and operational management of Telesystem’s Direct Sales and Account Management teams. Responsibilities include developing departmental processes to find new customers in on-net areas, increase wallet share in the existing customer base, and minimize revenue churn. This includes the development and management of key performance indicators (KPIs), processes to review and report on KPI’s, working with Business Intelligence to determine potential opportunities in on-net areas, tracking of lead indicators of future write downs and lost locations, and the ability to engage with the proper resources to improve customer relationships and experience.
• The direct reports for this position are : Account Managers.
• This position reports to: Director, Sales and Marketing

Essential Job Functions

• Implementing and executing the Telesystem churn strategy for the direct result of the reduction of churn within the base of accounts tied to the Telesystem Account Management/Direct Sales Team.
• Implementing the tactical Key Performance Indicator’s (KPI’s) for the Account Management team to increase the interactions and communication with the Telesystem base of customers. Inclusive of touch points based on our “At Risk” accounts, revenue production, development of quarterly business reviews (QBR’s) for Telesystem’s top customer in collaboration with the Telesystem Project Management Office.
• Continuous monitoring and reporting of customer churn (lost locations, disconnects, renewal write downs) and managing the team to a “not to exceed” budget developed by Telesystem Senior Leadership.
• Day to day management of the Telesystem Account Management team inclusive of generalized product training/knowledge growth as well as coaching to increase the potential opportunities of wallet share growth within the base of Telesystem customers.
• Collaboration with the Telesystem Marketing team to develop targeted campaigns for the base of customers under the responsibility of the Telesystem Account Management team.
• Develop and maintain a direct, positive relationship with Telesystem accounts that bill greater than $20,000 monthly.
• Performing any miscellaneous duties as needed.
• Following and enforcing the Company’s policies and procedures, including the EEO guidelines and safety, at all times.

Job Requirements

Education and Experience

• 2 years of leadership experience (mentoring, training etc) – required
• 5 years previous relevant telecommunications industry experience, with at least 3 years in sales – required
• Experience in implementation and execution of churn reduction strategy - required
• Management of inside sales personnel – preferred
• Proficient in Microsoft 365 - Required
• General knowledge of industry products and services - Preferred

Core Competencies

• Agile – Embraces change; adaptable and flexible; sense of urgency;
• Innovative – Uses critical thinking; Creativity; Continuous learning; Challenges the status quo.
• Collaborative - Teamwork, Proactive knowledge sharing, Constructive Conflict.
• Customer Focused – External/Internal; Creates the exceptional customer experience; demonstrates a sales and service mentality Collaborative – Teamwork, Proactive knowledge sharing, Constructive Conflict;
• Accountable – See it, Own it, Solve it, Do it; Hold each other accountable

Job Specific Competencies

• Deliver Results – Strategic planning and execution; Makes decisions in the best interest of the Company; Knows and responds to the business climate; Manages ambiguity
• Displays Leadership – Role Model; Communicates vision; possesses Emotional Maturity; Manages Risks; Resiliency; Business Acumen

Required Skills

• Communicates well both verbally and in writing, creates accurate and punctual reports, delivers presentations, shares information and ideas with others.
• Listens attentively to others, asks clarifying questions, actively listens, stays open to other viewpoints, and manages distractions and interruptions.
• Conducts positive negotiations, ability to compromise, handles conflict, seeks common ground, articulates own and others goals, stays focused on positive outcome.
• Prioritizes well, shows energy, reacts to opportunities, instills urgency in others, meets deadlines;
• Ability to work independently, with little or no supervision;
• Ability to meet scheduled and unscheduled deadlines;
• Ability to bring projects/assignments to completion within required time frames;

Other Requirements

• Valid driver’s license and driving record that meets company standards at all times
• Background record that meets Company standards;
• Reliable means of transportation at all times
• This position requires the individual to sign a non-compete / confidentiality agreement.

WORKING CONDITIONS

• The Manager, Customer Success is a full-time, exempt position. The regular hours of work are 40 hours per week and overtime as needed as assigned by supervisor according to the Company’s needs.
• The Manager, Customer Success will be required to travel, up to 30%, by car and airplane as needed.
• The Company is a drug-free workplace. All employees are required to adhere to the Company’s drug-free workplace programs and policies. Pre-employment testing is mandatory along with random testing throughout continued employment.
• The Manager, Customer Success is required to drive on the job and is subject to regular motor vehicle record checks for which authorization is required upon request.
• The duties assigned, the hours worked, and the status of this position is subject to change as the needs of the company changes.

USE OF COMPANY RESOURCES, EQUIPMENT, AND CONFIDENTIAL INFORMATION

Company resources and information are provided to employees to facilitate work. They may not be used for purposes other than work without proper authorization. Any unauthorized use of information gained via any company resource is breach of confidentiality and is strictly prohibited. Any unauthorized use of company resources and/or breaches of confidentiality may be cause for termination of employment.

Telesystem is an Equal Opportunity Employer (EOE).