About Telnyx

Telnyx is a global communications platform and partner that powers carrier-grade services on an in-house built,  private, cloud-agnostic IP network. We power voice, messaging, video, wireless, numbering, fax, security, and networking solutions for businesses all around the world. Whether we’re processing mission-critical communications, hosting enterprise-grade contact centers, or powering simple in-app messaging and calling, our APIs make secure, high-fidelity connectivity the new standard. We’re working to democratize worldwide access to real-time communications over the internet.

The Role

As an Enterprise Customer Success Manager, you'll hold an essential position for the success of new Telnyx customers. You will be responsible for maintaining and growing monthly revenue for Telnyx's highest-valued Enterprise customers. You’ll build and maintain strong relationships, consistently remain available and responsive, and proactively assess, clarify, and validate customer needs on an ongoing basis. The two key metrics you’ll be evaluated on are the successful growth of your book of business and retaining & renewing individual key accounts.

Responsibilities 

  • Develop strong relationships with key individuals, work with customers to establish critical goals and KPIs, and aid customers in achieving their business objectives.
  • Track daily, weekly, and monthly metrics and reports to support the customer experience.
  • Develop success plans for customers, including critical factors and metrics for success.
  • Maintain and grow a book of business through proactive outreach, anticipating customer needs and concerns, and a data-driven, analytical, problem-solving mindset.
  • Demonstrate and promote product adoption as a means to upsell new features and increase usage of the Telnyx platform.
  • Remain available and responsive to maximize customer satisfaction by addressing inquiries, technical demands, and following through on specified timelines.
  • Lead solution development efforts that best address customer needs, while coordinating the involvement of all necessary parties.
  • Build and maintain strategic customer account plans, lead Executive Business Reviews, and negotiate renewals.
  • Consistently generate buzz around Telnyx’s solutions through online reviews, case studies, testimonials, and community discussion.

What we are looking for

  • 5+ years of customer service of a highly technical product or project management experience in a professional setting (telecommunications background will be a plus).
  • Have previously managed an enterprise-level book of business (Ideally $3M ARR)
  • Resourcefulness. Technically competent and enjoy solving problems for our customers and our team.
  • Advanced organizational and time management skills.
  • Excellent project management, developing workflows to increase troubleshooting efficiency while still following standard processes.
  • Impeccable written and verbal communication skills. You are a strong listener and communicator, being able to stand in our customer’s shoes.
  • Analytical thinking - analyze, synthesize, and apply information to solve problems swiftly while weighing all pros and cons and understanding the downstream effects of decisions.
  • Living with integrity, transparency, and erring on the side of the action.
  • Adaptive and introspective; ability to work under pressure and help others.

 

#LI-RH1

How we work

Telnyx is a diverse, inclusive organization focused on solving problems, building intelligently, and documenting our logic. We’re a CPaaS and networking leader, with industry experts and engineers who have built our cloud-agnostic platform in-house, from the ground up. We’re a concierge customer success team and a 24/7 support team. We’re a communications partner, focused on agile innovation, not a telecom slogged in antiquated processes and anti-competitive regulation. We’re an enterprise-grade conversation enabler, powering the global, enriched, multi-channel communications that today’s customers demand.

We're looking for people with passion, grit, and integrity. We believe in transparency, proactivity, and mutual respect. We provide the high-grade tools that help you do your best work, and keep up the collaborative habits that help everyone stay in the loop. No matter where you're based or which team you’re on, you’re plugged in, supported, and helping to shape the future of communications. 

Perks

  • Unlimited Paid Time Off (PTO) for full-time and contract employees
  • Annual professional development budget
  • Volunteer Days
  • Top-notch equipment
  • Fitness & wellness stipend
  • Monthly home cleaning stipend

You're encouraged to apply even if your experience doesn't precisely match the job description. Your skills and passion will stand out—and set you apart—especially if your career has taken some extraordinary twists and turns. At Telnyx, we welcome diverse perspectives, rigorous thinkers and assumption challengers. Are you ready to join us?

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