Position: Senior Customer Success Manager/Key Account Manager
Category: Support
English level: fluent
Years of experience: 5


Senior Customer Success Manager (2,5 years experience)
-control and reduce customers' spend by our IT infrastructure, gain transparency of IT investments and expenses, improve efficiency through digital workflows and automations
-maintain 15 enterprise customers, build strong long-lasting relationships (only USA market)
-adoption and integration of a new software application into existing customer workflows based on ServiceNow
-KPIs control (SLA; NPS; Renewal Rate)
-prepare and present Quality Business Review, Audit and Optimization for customers' mobile and telecom expenses
proactively contribute to team discussions about technical issues, sprint and roadmap planning, and improving team processes
-conduct an onboarding and training program for new employees
recommend best-practice approaches to integration, implementation, and product configuration, and provide technical instruction to Customer teams
-partner with cross-functional teams, work with Product Management, Support, and Engineering to translate customer business needs and product feedback into new solutions

Senior Customer Success Manager (2 years experience)
-provider tier 1/2/3 level of support of company's product via ticketing system, skype, email
-communication with new and existing providers, understanding their needs, and perform technical adjustments according to their specialization (more than 70 active providers on the platform)
-work with telecommunications companies to improve and add delivery channels
-review and increase key performance statistics, make ultimately deriving conclusions and recommendations based on campaign performance
-updating prices on the platform
-looking for specific requirements from all our clients
-negotiations with providers about discounts for routes
-search for new providers and leading of integration process with new providers (creation of SMPP-accounts with new providers, adding and testing new routes, checking agreements with our lawyer, signing process)
-onboard new clients, provide support in their launch process
maintain customer relationships and ensuring customer satisfaction
-taking ownership of customers issues and following problems through to resolution
-improving customer service experience, create engaged customers, and facilitate organic growth
-develop service procedures, policies, and standards, contribute to strategic input to the product and marketing team
Looking for an interesting job, where I'll be able to develop my leadership, customer support or management experience. Hope to meet and become a part of a young and open-minded team, which is in love with what they do.