Associate Customer Success Manager

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 Associate Customer Success Manager is a customer facing professional who is part of the customer account team responsible for developing strategic metrics, analyzing customer reporting and problem solving. The objectives of the role are to build loyalty, increase retention, and grow revenue with existing customers by helping solve business problems with Syniverse solutions. The Associate Customer Success Manager will utilize the Ten Laws of Customer Success to Engage Early, Delivery the Promise and Grow the Relationship. This person is passionate about engaging their customers and expanding their use cases.

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Some of What You'll Do

Objectives : Account Management, Lead Problem Analysis/Resolution, Projects and Administration

Metrics: Revenue Quota and KSOs

Account Management:

• Be the point of contact for existing customer accounts and work across Syniverse internal teams on behalf of our customers
• Establish a trusted partner/advisor relationship with assigned clients and drive value 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
• Monitor customer success KPIs and report on each assigned client

Lead Problem Analysis/Resolution:

• 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
• Maintain product expertise by keeping abreast of technologies as they apply to Syniverse products and services.

Administration:

• 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
• Process all Special Requests, from receipt of initial customer request through customer billing
• Resolve or coordinate the resolution of customer issues during onboarding, and document the results in the knowledge base in accordance with documented guidelines
• Provide marketing knowledge use case development and assist with presentation decks
• Develop the customer relationship with constant communication via operational reviews
• Ensure that customer success documentation is fully up to date, including regular updates in Salesforce.com.

Scope : Regional

Discretion : Follow Practices, Policies, and procedures

Complexity : Analyze situations or data from which answers can be readily obtained.

Resolve issues and provide answers based on existing information.

Interaction : Internal: Operations, Product. External: Customer operations

Supervision : General instructions, regular coaching/follow-up

Job Requirements:

Experience :

• 2+ year in customer service
• 2+ years in Sales experience desirable

Knowledge:

• BS/BA, preferably in Business or Marketing
• Syniverse product knowledge desirable

Skills (Competencies) :

• 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

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.

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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?

Be sure to have them submit you as a referral prior to applying for this position.