[Hiring] Customer Success Manager II @Sinch

Role Description

As part of the Customer Support Center team, the Customer Success Manager acts as the primary liaison for customer needs, ensuring high satisfaction, retention, and service quality. The role involves resolution of customer inquiries, issues, and escalations for the non-dedicated voice customer base. This role requires a person who is highly responsive, customer-focused, and enjoys helping customers and team members and aspires to provide the best customer experience possible to improve and maintain high CSAT score. Additional duties as assigned.

• Manage customer case queue by working, resolving, or reassigning cases in a timely manner, providing regular updates to the customer until case is closed.
• Provide frontline call support for customers, end users, and law enforcement.
• Provide clear, concise documentation on all cases and tickets.
• Communicate effectively, clearly, and concisely (written and verbal) with both customers and internal team members.
• Resolve customer issues by addressing issues and escalating urgent problems to the correct team and/or management.
• Assist with Portal Training and initial account provisioning for new and existing customers.
• Conduct ongoing customer portal training as needed.
• Address product and service inquiries by obtaining information from internal stakeholders and communicating back to customers.
• Assist with 911 address validations and provisioning.
• Act as primary point of escalation assistance for customers.
• Act as liaison between customer and internal partners (Translations, NOC, Sales, Product, Billing); escalating on customer behalf when necessary.
• Conduct invoice reviews with customers.
• Utilize reporting tools (Qlikview, BART) to address basic customer reporting questions.
• Maintain customer profiles with adherence to CPNI rules.
• Deliver contract amendments (rate changes) to customers.
• Encourage and support customers in utilization of standard engagement procedures and tools, such as the customer portal and escalation guidelines.
• Build strong internal and external relationships.
• Embrace the company culture and participate in ongoing training, including staff meetings.
• Assist with special projects as needed.
• Monitor customer capacity weekly and update trunks as necessary.
• Contribute to the creation of process, policy, and job aids for the team so that they may best support and troubleshoot customer inquiries and issues.
• Assist with training for new hires on programs and procedures.
• Perform other job-related duties as assigned.

Qualifications

• Bachelor’s degree with business major or equivalent work experience.
• 3-5 years of Customer Service experience within the telecommunications industry preferred.
• Knowledge of basic switching technologies, routing, and IP protocol.
• Highly proficient in MS Software applications, specifically Excel, PowerPoint, and Word.
• Knowledge of Messaging desired.
• Experience working in Salesforce desired.
• Superior Customer Services skills to help drive and maintain CSAT.
• Strong interpersonal skills – ability to engage and work with a variety of personalities and individuals.
• Strong organizational skills with multi-tasking abilities and ability to work well in highly pressured situations.
• Strong technical troubleshooting and problem-solving skills.
• Self-Motivated with a high energy level and positive attitude, exhibiting initiative and resourcefulness.
• Ability to prioritize; balance multiple projects with strong follow-up skills and adherence to SLAs.
• Operate with a high degree of professionalism, credibility, and business sense.
• Experienced with being a "self-starter" and "finisher" with common sense and ability to stay with a problem through resolution.
• Accountability - Ability to accept responsibility and account for his/her actions.
• Analytical Skills - Ability to use thinking and reasoning to solve a problem.
• Autonomy - Ability to work independently with minimal supervision and manage time effectively to meet deadlines.
• Communication, Oral - Ability to communicate effectively with others using the spoken word.
• Communication, Written - Ability to communicate in writing clearly and concisely.
• Business Acumen - Ability to grasp and understand business concepts and issues.
• Presentation Skills – Clear and authoritative presentation and communication skills when working with customers.
• Customer Oriented - Ability to take care of the customer’s needs while following company procedures.
• Detail Oriented - Ability to pay attention to the minute details of a project or task.
• Initiative - Ability to make decisions or take actions to solve a problem or reach a goal.

Benefits

• Comprehensive market competitive medical, dental, and vision plans.
• A variety of supplemental plans including access to telehealth for all participants.
• Free virtual counselling resources through our global Employee Assistance Program.
• Roth and Pre-tax 401(k) options including an employer match for all participants.
• Generous paid time off program.
• Paid parental leave and family planning support.
• Flexible remote work offerings.
• Paid time off to support a volunteer program of your choice.