Customer Success Manager [United States]


 

About us

Xcelocloud is a services partner & integration hub powering some of the largest partners in the world serving enterprise clients. We combine expert engineers, unique integrations, sales and delivery strategies, and proven processes to support our partners globally. As a result, each segment closely aligns with the Xcelocloud difference: Expertise, Experience, and Execution.

We have built a strategic partner ecosystem with carefully selected industry leaders across networking, security, and cloud segments. As a result, our team and partners maximize our clients' available resources while tailoring unique solutions to solve business challenges.

Xcelocloud is on a mission to empower large resellers to achieve more through services. Our culture is centered on ownership through customer experience and industry expertise and encouraging teams and leaders to bring their best each day to execute. In doing so, we create a modern approach that impacts partners and end-users worldwide. You can help us to achieve our mission.

Job Summary:

We are seeking an experienced Sales and Customer Success Manager to join Xcelocloud, Inc., a leading white label Managed Services Provider (MSP). In the role of Customer Success Manager, you will be responsible for ensuring the success and satisfaction of our customers while achieving quarterly sales targets. You will be the main point of contact for our customers and work closely with our internal teams to develop and implement effective solutions to meet their needs, respond to customer escalations, and work with customer and/or partner contacts to fully utilize the Xcelocloud service offerings.

What You'll Do

  • Develop and maintain strong relationships with the assigned accounts that may include Public Sector, Enterprise, and Global customers,, serving as their primary point of contact for all aspects of our services.
  • Understand the customer’s business, goals, and challenges to provide solutions and achieve their desired outcomes.
  • Collaborate with internal teams to ensure customer needs are met and communicate customer feedback and needs to the relevant stakeholders.
  • Proactively identify and develop sales opportunities within your accounts to achieve quarterly sales targets.
  • Monitor customer satisfaction through ticket review, regular cadences, and proactively address any issues that arise to ensure high customer retention rates.
  • Provide regular performance updates and reporting to customers, including metrics, insights, and recommendations for improvement.
  • Stay up to date on industry trends and best practices to ensure we are delivering exceptional service to our customers by regularly testing and recertifying your knowledge. This will include continued education and certification achievement, attending virtual or live trainings, leveraging tools provided by Xcelocloud and meeting training expectations.
  • Support customer IT environments that include technologies including Microsoft, Cisco, Citrix, VMWare, and more.

Technical Experience
There will be many opportunities for you to learn and grow into this role. However, to accelerate your ramp period, these are the core skills and experiences that will enable success:

  • Bachelor’s degree in business, Marketing, or a related field
  • 5+ years of experience in customer success, account management, and/or sales
  • Strong problem-solving and communication skills, with the ability to develop and maintain relationships with customers and internal teams.
  • Proven track record of meeting or exceeding quarterly sales targets while delivering exceptional customer service.
  • Experience working with various customer relationship management (CRM) tools and reporting systems.
  • Proven ability to manage multiple accounts and projects simultaneously, while maintaining attention to detail and meeting deadlines.
  • Strong organizational and time management skills, with the ability to prioritize effectively and adapt to changing priorities.
  • Experience supporting customer IT environments that include technologies including Microsoft, Cisco, Citrix, VMWare, and more.

Knowledge, Skills, and Abilities:

  • Leadership - This role requires strong communication skills, as well as displaying leadership qualities and confidence in varying levels of customer situations.
  • Learn – This role requires a desire to learn and always expand your knowledge through shadowing colleagues, participating in calls, researching, training, achieving certification, etc.
  • Critical Thinking – Be curious and ask questions. Our customers present complex issues that require out-of-the-box thinking
  • Participate – share opinions, ideas, and offer solutions to identified issues both internally and externally with customers,
  • Program Management - Excellent skills in planning for a portfolio of engagements, cross-group collaboration, resource orchestration, communications, analytical capabilities, and attention to detail required.
  • Technical - Experience with cloud and hybrid infrastructures, security, and architecture and designs
  • The ability to work in both a collaborative and independent atmosphere, be able to think outside of the box to creatively problem-solve issues for clients.
  • Experience working in an agile and support centric environment with the ability to quickly change priorities as required by client demands
  • Good communication skills, task management, integrity, and excellent organization skills
  • Self-motivated with the ability to work in a fast-moving and evolving environment.
  • Build and improve technical documentation.

Job Type: Full-time

Pay: $75,000.00 - $92,000.00 per year

Benefits:

  • Dental insurance
  • Flexible schedule
  • Health insurance
  • Life insurance
  • Paid time off
  • Vision insurance

Schedule:

  • 8 hour shift
  • Monday to Friday
  • On call

Work Location: Remote

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