Customer Account Manager Ii
il y a 3 semaines
Syniverse is the world’s most connected company. Whether we’re developing the technology that enables intelligent cars to safely react to traffic changes or freeing travelers to explore by keeping their devices online wherever they go, we believe in leading the world forward. Which is why we work with some of the world’s most recognized brands. Eight of the top 10 banks. Four of the top 5 global technology companies. Over 900 communications providers. And how we’re able to provide our incredible talent with an innovative culture and great benefits.
Who We're Looking For
The Customer Account Manager II is a customer facing professional who supports the sales team with metrics reporting and problem solving in order to increase customer retention, and revenue growth for existing customers. Collaborates with sales, Solution Engineers, Product, Operations and other functional areas to provide process governance, and continuous improvement recommendations to drive overall customer satisfaction.
Some of What You'll Do
**Responsibilities**:
Sales and Support
- Be the point of contact for customer accounts
- Contribute to the success of the customer management team by learning Syniverse’s mobile engagement platform, messaging platform, and report metrics back to leadership and customers
- Establish a trusted partner/advisor relationship with assigned clients and drive value and revenue growth with our products
- Work closely with customers to understand their measures of success and identify areas for improvement
- Attend and setup regular meeting with assigned accounts
Implementation
- Assist the implementation team with issues that may need to be escalated within the customer’s organization or Syniverse to ensure successful and timely deployment of a new service
- Process all Special Requests, from receipt of initial customer request through customer billing
Onboarding
- Resolve or coordinate the resolution of customer issues during onboarding, and document the results in the knowledge base in accordance with documented guidelines
Growing and Improving Services
- Provide marketing knowledge use case development and assist with presentation decks
- Develop the customer relationship with constant communication via operational reviews
- Monitor customer success KPIs and report on each assigned client
- Bring best practices from Syniverse and other experiences to help the customer improve their service
- Work closely with customers to understand their measures of success and identify areas for improvement.
- Deliver periodic Strategic Business Reviews with customer to gain understanding of customers’ business issues, use cases and usage of our products and services
- Protect Syniverse cash position by assisting Accounting team with collection efforts.
Any other task that is required to fulfill the position’s objective.
Job Requirements
- German and English fluency is a must
- 2+ years in customer success or customer service
- Desired sales skill set or experience
- BS/BA, preferably in Business or Marketing
- Strong interpersonal, communication and team skills
- Ability to quickly develop effective working relationships with internal and external contacts
- Strong analytical and problem resolution skills
- Strong control and follow-up skills
- Effective business writing skills
Working Conditions
Travel required for this position is 20%
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. It is not designed to be utilized as a comprehensive list of all duties, responsibilities, and qualifications required of employees assigned to this job.
Why You Should Join Us
Join us as we write a new chapter, guided by world-class leadership. Come be a part of an exciting and growing organization where we offer a competitive total compensation, flexible/remote work and with a leadership team committed to fostering an inclusive, collaborative, and transparent organizational culture.
At Syniverse connectedness is at the core of our business. We believe diversity, equity, and inclusion among our employees is crucial to our success as a global company as we seek to recruit, develop, and retain the most talented people who want to help us connect the world.
Know someone at Syniverse?
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