Unduit Wireless is a rapidly growing software and services company recognized for its disruptive software platform which is first of a kind for Enterprise IT Asset Management and is transforming the entire ITAD industry. Currently, we are looking for a Customer Success Manager who thrives in a demanding, fast moving environment. For more information on our company, visit www.unduitwireless.com/jobs
Our Customer Success Managers work in a technical and customer service capacity and are primarily responsible for providing stellar service and helping clients achieve value from our SaaS apps based platform. Through a focus on creating an effortless experience, CSMs ensure the satisfaction and success of key contacts on a day-to day basis, thereby creating strong advocates within our client organizations. Successful CSMs are thoughtful communicators with a strong customer orientation and a history of naturally becoming experts in any software they utilize.
Experience Desirable: 5-15 years of relevant experience in a client facing role (i.e. customer success, account management, sales). Demonstrable ability to communicate ideas and develop customer initiatives and programs. Comfortable working with clients at the Enterprise level. Knowledge of the following areas would be very beneficial: Telecom, Asset Buy Back, forward and reverse logistics. Able to travel domestically and internationally.
What you will be doing:
Maximize client satisfaction and product usage across all Unduit Platform and service lines for assigned accounts
Improve client retention and revenues for assigned accounts, through proactive engagement
Develop strong consultative relationships with clients, including understanding their business objectives and identifying how Unduit can meet their needs
Independently manage program and/or projects for each account while collaborating internally with Operations team to optimize process, analytics and key performance outcomes
Develop a thorough understanding of all products/services, and ensure clients are accessing all the solutions that meet their business requirements
Perform quarterly client reviews over the phone and sometimes in person
Perform high level product and service consultations
Perform software trainings, implementations, and oversee software upgrades
Bring intelligent product feedback from clients to the Unduit Product team
Provide exceptional customer support by troubleshooting technical inquiries and sharing best practices as it relates to the platform
Build strong relationships with our enterprise customers to ensure they feel empowered to use Unduit platform independently, and are experiencing the value our product can offer
Skills needed to succeed in this role:
Understanding of Telecom industry, ITAD and Corporate liable device repairs and buyback landscape
High degree of self-motivation and ability to work independently
Experience in creating, managing and ramping up projects and programs for enterprises
Outstanding communication skills; able to communicate effectively with all levels at an organization
Strategic thinker who connects customer goals with Unduit products and services
Exceptional written and verbal communication
Outstanding customer service and support skills
Critical thinking, resourcefulness, attention to detail, and problem solving
Proven experience managing projects and meeting deadlines.
Must be able to anticipate changes in a dynamic work environment.
Effective time and task management expertise.
Outstanding customer service and support skills
Key qualifiers for job fit:
5+ years of account management or customer success type role at a SaaS company
Customer centric and genuinely passionate about helping customers, serving as an advocate for their success
Exceptional communication - phone, email, in-person, with all audiences (from cross-functional teams to executives)
Desire to work in a dynamic, fast-paced, high growth environment
Bachelor's Degree required
Willing to travel up to 20% of the time
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