Key skills
SaaSCRMCommunicationCustomer SuccessAccount Management
About this role
Role Overview
- Work closely with customers to ensure a smooth and effective onboarding experience.
- Build and maintain long-term relationships with telecom customers, ensuring regular check-ins, address any concerns, and ensure satisfaction.
- Proactively ensure that customers are maximizing the value of the software by providing insights and guidance on best practices.
- Escalate and/or assist in troubleshooting when necessary.
- Act as the voice of the customer by relaying feedback to internal teams, influencing product enhancements to the benefit of all SaaS customers.
- Manage the renewal process by addressing concerns early and identify upsell opportunities.
- Identify at-risk accounts and take action to prevent churn with a focus on maintaining high net retention.
- Provide ad-hoc gap-training and ensure customers are informed of new features.
Requirements
- 2-4 years of experience in a customer success, account management, or customer-facing role.
- Strong understanding of GIS software and FTTX.
- Degree in communications, engineering, or related field preferred.
- Organized and capable of strategic B2B communication management across multiple accounts.
- Capable of maintaining consistent and accurate CRM data.
Benefits
- Comprehensive health coverage — we cover 100% of monthly Medical, Dental & Vision premiums for you and your family.
- Life/AD&D/STD/LTD insurance: monthly premiums are paid 100% for employee
- SHINE employee ownership program
- Generous PTO + 8 paid holidays + 2 floating holidays
- Paid volunteer day each year
- Enhanced maternity leave policy
- 401(k) Safe Harbor contribution, with day-one vesting
- Mentor program
- Home office support for remote workers.
- Flexibility & Work-Life Balance: We support hybrid and flexible working arrangements for all employees. We understand that life for many people involves school runs, care giving, or exercising!