Customer Success - Manager

July 30

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March Networks

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Transforming video into intelligence

IP Video Surveillance Solutions • High-Definition IP Cameras • Software Applications for Fraud and Loss Prevention • Video Management System (VMS) Software • Hybrid Recorders (NVRs/DVRs)

201 - 500

💰 Venture Round on 2000-08

Description

• Building and managing the team of specialists regarding their day to day onboarding and training activities • Ensuring new Managed Services customers get onboarded on a quarterly basis • Measuring the effectiveness of the team and sharing metrics with senior leaders • Manage the team’s escalations • Provide coaching/training to new team members • Provide metrics on customer usage of the hosted solution • Escalate all customer/dealer issues to management • Work with March Networks Sales/Project Management team to prepare customers for contract renewal and provide periodic account reviews • Onboarding new Enterprise-level customers through post-installation checklist, user account creation, software training and periodic call-ins • Become a trusted advisor to multiple people within each account and become their advocate within March Networks • Provide best practices and deliver clear value on the service’s features, for each customer, based on their needs • Introduce the customers to our self-help portal and continuously monitor their success • Manage escalations from customers quickly and efficiently within March Networks

Requirements

• 5 years of experience in a customer-facing role in technology with experience across a global enterprise customer base • 5-7 years of experience providing exceptional customer service, onboarding and support to customers • Experience with Microsoft office (Word, PowerPoint, Excel) • Proficiency in salesforce and other relevant tools creating accounts and cases • Experience providing webinars with applications like Teams, GoToMeeting, Join.me, Zoom, Adobe Connect or others • Fluency in other languages such as Spanish, French, or Italian • Experience coordinating and managing multiple projects simultaneously