Success Manager
West Corporation

Atlanta, Georgia

Posted in Telecommunications


This job has expired.

Job Info


For this opening we will consider candidates from the following locations: Seattle,WA,United States | , United States

The Success Manager is responsible for supporting new and existing customers to make the most of their use of our solutions helping them to maximize productivity and get the most from the system. The role will involve new deployments, training and monthly review calls and meetings either on-site or remotely with existing customers for the successful implementation of our service. Working with external customers, you will be able to demonstrate excellent customer service and being a self-starter.

The role is home based and working from the customer site as required, you will have regular communication with support and sales teams, remote team meetings, knowledge sharing through updating the knowledge base and email and telephone communication.

Our systems are often used as key business tools and the Success Manager is key in helping deliver the results our customers expect - this can involve additional training and analysis of the contact centre performances. It is imperative that you quickly assimilate a good understanding of our applications and how best to use them in production to be able to answer questions and provide advice and guidance to customers.

Essential Duties:

  • Customer Success Management, helping customers to boost productivity.
  • Customer training.
  • Reporting analysis.
  • Presentations to all customer levels
  • Continuous development of our materials & processes to meet changing business and client needs; ensure our collateral remains up-to-date as Products develop
  • Pro-actively seek customer satisfaction feedback in the form of surveys
  • Engaging as a product SME during service onboarding projects
  • Maintaining a minimum cross-skilling in the team
  • Supplying metrics and updates to leadership for regular review
  • Requirement to liaise with colleagues in all regions & time zones, periodically

Related Duties as Assigned

The job description documents the general nature and level of work but is not intended to be a comprehensive list of all activities, duties, and responsibilities required of the position holder. Consequently, the position holder may be asked to perform other duties as required.

Note: job descriptions will be updated and reviewed regularly and you may be required to carry out duties for which you have the skills and experience for on a regular or ad-hoc basis.

Minimum Qualifications & Skills:
  • Strong contact center software skills and understanding of Blending, Call Flows, WFM, PBX (VoIP), PCI, CRM technologies and integration to third-party business systems.
  • Experience of Contact Centre metrics, KPI's and SLA's.
  • Experience of supporting customers and applications remotely using internet support tools.
  • Excellent communication skills both written and verbal.
  • Experience of customer management.
  • Minimum 2 years experience in conferencing & collaboration industry (eg SaaS)
  • Strong collaboration & cross-team skills
  • Eagerness to deliver success to our customers
  • Comfortable working at all levels of the business, as well as with clients & partners
  • Professional demeaner
  • Comfortable working autonomously in a fast-paced environment with new challenges around every corner
  • Ability to take complex processes and drive simplification & improvement
  • Ability to plan and operate at both the strategic and tactical levels
  • Highly proficient in using Microsoft Packages - Word, Excel, PowerPoint.
  • Comfortable in managing projects and tasks remotely and working to drive success
  • Excellent interpersonal skills. Excellent written and verbal communication. Strong eye for detail.

ABOUT US

Connecting people with each other and the right information is mission critical. Our Company develops innovative cloud-based technology to make it easier, more effective and more efficient to make the right connections. Our solutions put people in sync with each other and the right information, so they gain the insight needed to reach better decisions on the issues that matter most. We do it with a laser focus on reliability.

The Company is a leading provider of technology-driven, communication services, serving Fortune 1000 companies and other clients in a variety of industries, including telecommunications, retail, financial services, public safety, technology and healthcare. For more than 30 years, we have been leading the way in hosted and cloud-based solutions.

Our solutions connect people with each other and the information needed to gain insights for better decisions on the issues that matter most - Information to Insight.

Our Company has sales and/or operations in the United States, Canada, Europe, the Middle East, Asia Pacific, Latin and South America and is an Equal Opportunity Employer - Veterans/Disabled and Other Protected Categories. Our Company welcomes and encourages applications of individuals with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

ABOUT THE TEAM

Intrado Cloud Collaboration provides meeting, messaging and collaboration tools that allow businesses to unlock the creativity of their teams and fuel productivity as if everyone was in one room - even when team members are across the globe.

Intrado also offers Cloud PBX systems for globally distributed corporations, Cloud Contact Centers to enable technical support and remote agents supporting businesses and Hosted MPLS Networks to increase business efficiency, execution and security.

With products and services ranging from audio / video conferencing services to meeting management tools, we also provide professional services to ensure support and training at each stage - from implementation of our tools and services throughout the customer lifecycle. Intrado is the #1 global conferencing partner, Cisco Meetings partner and a Microsoft Gold Collaboration Partner.


This job has expired.

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