Senior Customer Success Manager

 

Fuze is a high-growth, venture-backed Boston-based company with more than 650 employees and worldwide operations. Our core values drive the way we conduct business every day and define our company culture.  We’re growing at lightning fast speed to meet the demands of the evolving unified communications as a service (UCaaS) market.  We provide a global, cloud-based unified communications platform that empowers productivity and delivers insights across the enterprise by enabling simplified business voice communications, flexible video conferencing and always-on collaboration. Fuze allows the modern, mobile workforce to seamlessly communicate anytime, anywhere, across any device.

 

 

As a Senior Customer Success Manager (SCSM) you are responsible for building and maintaining relationships with one of our largest clients. You’ll be focused on delighting our customers and focusing on assisting the customer with customized adoption planning to ensure the customer’s successful experience of our UCAAS solutions. You’ll be tracking the customer’s adoption metrics and reporting back to both the customer and Fuze the progress. You will also be strategically aligned with our customers goals and initiatives and assist the customer with expansion opportunities.  SCSMs are regularly talking to their customers to facilitate general account questions, service adds, project coordination, and occasional billing and support matters. A successful candidate will have experience in building relationships with both C-Level business owners as well as technical users (e.g. IT Managers, Helpdesk Managers, etc). A high degree of understanding of technical terminology and a keen desire to learn is considered advantageous and pivotal to this role. If you’re looking to find a great deal of variety in your day-to-day initiatives, this role will not disappoint.  If you like to dive right in and roll up your sleeves and play a key role in maintaining solid business relationships and building new ones, the Customer Success team is the place to be! 

 

What You'll Do:

  • Responsible for ongoing relationship management of one of our largest Enterprise clients
  • Responsible for retaining established clients and maintaining customer references
  • Able to educate customers on Fuze product offerings and services
  • Assist project managers during client on boarding process
  • Manage and coordinate solving conflicts
  • Occasional travel is required, onsite customer visits for major clients
  • Able to navigate sales cycles and close opportunities
  • Responsible for leading , planning and executing on Business Reviews/QBRs
  • You may be required to manage additional enterprise accounts as and when needed

 

What You'll Need:

  • Bachelor's Degree Required or equivalent experience
  • Experience in working with large, complex, enterprise customers in a Customer Success and/or Sales Account Management capacity
  • Able to work in a team environment but also able to work independently; Builds internal company network 
  • Experience of strategic account planning, driving adoption and success plans/activities
  • Confident presenter, who can deliver onsite/in person and remotely
  • Tech and SaaS background 
  • Commercial mindset - how can we grow/retain this client and develop them into a reference
  • Ability to challenge and ask "difficult" questions
  • Can handle frustrated customers and move them in the right direction 
  • Organized and analytical, able to eliminate sales obstacles through creative and adaptive approaches
  • Ability to strategically manage a large enterprise client
  • Strong project management or organizational skills
  • Experience working in a hi-tech setting is preferred
  • Flexibility to working in a dynamic work environment is essential
  • Ability to build professional relationships with customers
  • Coachable and works on own personal development

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