Customer Success Manager

Job Description

Who We Are

Jolera offers MSPs & IT solution providers next-generation managed services, enabling them to create world-class experiences for their clients. Your clients receive award-winning solutions built on over 20 years of experience servicing businesses worldwide.

We’ve helped transform hundreds of MSPs & solution providers worldwide! With our collection of tenured experts, we provide an elevated managed service experience for a variety of clients. At Jolera, we treat each MSP partner with specialized care and uniquely organize our products for your individual business needs.

Who You Are

We are looking for a Customer Success Manager to join our sales team and work with a major telco client of Jolera.

What You Will Do

• Relationship management:
• Attend and or manage quarterly customer temperature calls
• Take on primary responsibility for smaller customers as determined by your manager
• Keep clients informed on new marketing initiatives
• Manage customer escalations and follow up – escalate internally where necessary and ensure issues are handled and client is happy
• Represent the Rev team on Onboarding kickoff calls when others cannot attend, apprise team of what is happening/issues
• Monthly billing coordination (assist Jolera finance and clients billing coordinator)
• Change Request’s and Delivery Acceptance Form’s – create these and follow up,
• Look to continuously Improve current processes
• From time to time, assist the clients VP channel and the clients assigned SA as needed with
• Manage CRM entries as needed
• Update client Pipeline on a regular basis – converse with internal team and client account managers to get current updates.
• Roll performance: Expected to proactively use self-learning and internal connections to continuously acquire IT specific knowledge and learn industry nuances.

Requirements

Qualifications

• 2+ years of work experience in client-facing roles in either sales or IT operations with a major telco in Canada
• Confident knowledge of technology services sales and general negotiating principles
• Understands IT broadly enough to have an insightful conversation and earning a position as a trusted advisor.
• Excellent communication, and presentation skills
• High-touch customer skills related to urgency and managing/exceeding expectations.
• Dynamic enough to build relationships and communicate effectively with senior and mid-level managers
• Strong organization and time-management skills.
• Knows when to say “no” or “help”.
• Is sufficiently resourceful and able to track multiple moving targets with shifting priorities.
  

Nice to haves:

• Professional experience with a major telco company in Canada
• Academic background in business administration, sales, or marketing
• Outsourced IT Sales or Account management experience
• Familiarity with IT operations in an MSP or larger IT department

Benefits

What We Offer

• Competitive compensation package
• Competitive benefits package
• Company Perks, Good Life gym, and various brand discounts
• Company events, recognitions, and celebrations
• Career development and growth opportunities