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UC Customer Success Manager

Company: MITEL
Location: Rochester
Posted on: September 12, 2019

Job Description:

Mitel is a global market leader in business communications, powering more than two billion business connections with our cloud, enterprise and next-gen collaboration applications.

With more than 70 million users in nearly 100 countries, Mitel is the only company that wakes up every day exclusively focused on helping customers take their communications from where they are today to where they expect them to be.

Mitel is searching for a UC Customer Success Manager to join our team in Plano, TX, Austin, TX or Rochester, NY.

The primary goal of UC Customer Success Manager is to retain and increase revenue and overall Net Promoter Score (NPS) by proactively taking ownership and responsibility of our SMB, mid-range accounts segment, managing the customer experience at consistently high levels, and ensuring a superior customer experience. The Customer Success Manager is engaged immediately after the customer has completed their migration onto our platform and is responsible for ensuring the customer is provided with a positive experience throughout the remainder of their life cycle.

Do you enjoy advocating for multiple customers in a fast-paced, cross functional environment? Are you a highly-motivated and strategic individual who is capable of translating a client's business needs into a cutting edge, unified communications solution? If so, the Mitel, Customer Success Manager could be the position for you and you should consider a career at Mitel! This is a superb opportunity to join a highly regarded dynamic company in the midst of growth and very exciting times.

Responsibilities:


  • Manage the customer relationship throughout customer lifecycle all while advocating internally for their customer base, providing oversight and rallying the troops to meet our customer commitments.
  • Generate & maintain account team dashboards.
  • Advocating internal customer escalations from other departments: Support, Billing, TAC, and Sales.
  • Conduct periodic account reviews.
  • Negotiate contract renewals and maintain a high revenue retention rate
  • Responsible for customer satisfaction and working diligently to create promoters and loyal customers willing to purchase additional services, spread positive word of mouth, and act as willing references.
  • Act as trusted adviser and escalation point.
  • Communicate customer needs to internal, cross-functional departments.

    Requirements:

    • 5+ years of Account Management, or equivalent relationship building experience
    • Experience with IP, data, and voice network services preferred
    • Prior experience in solutions selling, and account development
    • Proficient in MS office products
    • Persuasive, confident with excellent negotiation skills
    • Strong communication, written, and formal presentation/public speaking ability
    • Ability to engage and communicate effectively with senior leaders both internally and externally with our mid-range customers.
    • Passionate and empathetic towards the customer experience
    • Self-motivated, pro-active, results-oriented professional with an ability to work with minimal direction.
    • Diligent/detail oriented, very organized

      Education:

      • Bachelor of Science degree in related field or equivalent experience

        Mitel provides equal opportunities to all applicants and employees. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, color, national origin, sexual orientation, ancestry, sex (including gender identity, pregnancy, childbirth, or related medical condition), parental status, age, religion or religious belief, creed, disability, medical condition, genetic information, marital status, citizenship status, military service, political affiliation, or any other characteristic protected by state, federal law, or local ordinance.

        These protections extend to all management practices and decisions, including recruitment and hiring practices, appraisal systems, promotions, demotions, transfers, compensation changes, training, career development programs, layoffs, and terminations.

        The Affirmative Action Plan is available for viewing to any employee or applicant for employment upon request.

Keywords: MITEL, Rochester , UC Customer Success Manager, Executive , Rochester, New York

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