Customer Success Lead - Lincoln, United Kingdom - Telecom Labs UK

Description

Continuant is a Global Managed Services Provider and Systems Integrator, offering multi-OEM legacy support and world-class solutions for UC and AV systems.

With business transacting 24/7, companies can't afford to miss opportunities because of disconnection. Continuant helps hospitals, universities, government organizations, manufacturers and other large companies stay connected by providing communication and collaboration technology.

Our wide range of products and services give our customers confidence that they can rely on their technology and make the most of every opportunity.

Who We Are:

Our Customer Success Center is full of Customer Obsessed, collaborative, problem solvers. We believe that our customers deserve a service provider that cares as much about their business as they do.


What You'll Do:

• Grow and maintain your existing base by delivering superior customer service through lifecycle of the account.
• Demonstrate high level of BusinesstoBusiness communication skills. Demonstrate ability to identify and establish relationships with decision makers and have clear understanding of customer business, and company objectives
• Ability to conduct proactive account review calls and visits for each customer with the intent of cultivating and growing relationships.
• Continually review each account relative to the customer needs; Inform customers of product enhancements, announcements as well as new product developments and services.
• Proactively identify accounts where red flags may be present which may result in revenue loss to formulate a plan of action to retain customer and protect revenue.
• Serve as the interface between customers and other departments to ensure projects are completed timely.
• Visibility requires maintaining a professional appearance and positive company image.

What You Need to be Successful:

• Bachelor's degree in Business or Marketing or a related field, or the equivalent in training and experience.

Years progressively responsible Customer Service experience. A telecommunications background is a plus but not required.

• Strong team leadership experience.
• Experience which demonstrates strong analytical, problem solving, prioritization and strategic planning skills.
• Innovative verbal and written communication skills which demonstrate techniques in conflict resolution, customer service and sales skills.
• Exceptional skills in multitasking, accuracy, customer service, decision making, organization and communication.
• Advanced Skills in MS Application, research and presentation programs.
• Possess knowledge of company processes and organizational structure.
• Ability to travel to the United States

A Day in the Life:

The following is a detailed list of role duties but is not limited to:

Sr. Customer Success Manager Support

• Make executive decisions if Sr. CSM is not available, think critically (Work with manager as needed)
• Creating quotes
• T&M project management
• Decommissioning locations
• Build or gather reports as needed
• MSR/QBR prep & meetings
• Attend customer activity calls
• Building customer relationships
• 24/7 support
• Understanding meeting etiquette

Customer Success Responsibilities

• Following and enforcing policies across the team
• Service Delivery
• Case management
• SLA Compliance
• Escalations
• Supervisor feedback and CSR reviews
• Know the Accounts.
• Special Instructions
• Additional Coverages
• Rate Tables
• POC's and Escalation Paths

Customer Service Specialist Management

• Be the CSS's mentor and advocate
• Manage their time
• Watch quality and quantity of workload
• Spot training
• Set a good example
• Have a positive attitude
• Schedule/run team meetings as needed
• Outlook management

Benefits:

• Highly competitive annual salary (£26,000 £30,000)
• Career progression
• One day home working

• Monday

• Friday core hours
• 24 days holiday + Bank Holidays
• Travel opportunities to the United States
• Annual bonus scheme
• Telecom Labs UK is an Equal Opportunity Employer. We take pride in having a dynamic, diverse workforce. Telecoms Labs UK is a Drug Free Work Environment. Drug test and criminal background check are required at the time of employment._

Pay:
From £26,000.00 per year


Schedule:

• 8 hour shift
• Day shift

• Monday

to Friday

• Weekend availability

Ability to commute/relocate:

• Lincoln, LN5 9EJ: reliably commute or plan to relocate before starting work (required)