Customer Success Manager

T elarus is the leading global technology solutions distributor, committed to helping Technology Advisors, their customers, and suppliers source, purchase, and implement the right technology for the greatest impact.

Overall Responsibility:

Responsible for managing   an assigned base of customers. The responsibility of the Customer Success Manager will be to contact these customers on a regular basis, build strong relationships, reduce attrition,
handle any customer issues or changes, look for and close upsell opportunities, and help increase the renewal levels of their services .  The Customer Success Manager will also be responsible for maintaining  positive relationships with their assigned partners as well as hitting all metrics and goals that are put in p lace by Telarus M anagement .

Key areas of Responsibility:

- Interact with assigned customer base regularly and create strong relationships

- A ssess current services , determine customer satisfaction, and create plans for improvement

- Ask probing questions, assess customers’ needs, and recommend appropriate solutions

- Responsible for upselling customers , identifying opportunities, and meeting sales goals

- Train and educate customers on service options and carrier serv ices.

- Handle MACD (moves, adds, changes, deletes ) for named accounts and negotiate customer credits, if needed.

- Maintain and update assigned Base through our Salesforce CRM

- Actively manage portfolio to ensure retention and growth.

- Manage, monitor, escalate, and drive to resolve customer service issues

- Monitor contract expiration dates and take a proactive role in contract renewals

- Continually self-educate and remain up to date on industry, services, and trends

- Contact, build, and maintain working relationships with su pplier contacts

- Train and keep up to date with emerging carrier products , services, and processes

- Log all activities, notes, and tasks in our Salesforce CRM

- Communicate regularly with assigned partners and update them on activity and health of accounts.

- Work with internal resources to better understand assigned partners and resources available

- Report activity and monitor progress weekly, monthly, quarterly, and annually .

- Meet regularly with your supervisor to review overall goal achievement and address gaps.

Required Qualifications:

- Minimum of 2-3 years
of experience in Telecom , or  2-3 years of combined Telecom and IT Services

- 1+ year ( s ) of e xperience in Consultative Sales and/or Account Management

Additional Skills and Qualifications:

- Proven ability to build relationships with C-level and other stakeholders.

- Self-motivated, independent, and results-driven with a track record of exceeding goals.

- Strong problem-solving, strategic thinking, and customer-focused solution development.

- Excellent verbal and written communication skills.

- Skilled at uncovering customer needs, identifying pain points, and creating opportunities.

- Highly organized, detail-oriented, and able to manage multiple priorities simultaneously.

- Collaborative team player with strong adaptability and a commitment to continuous learning.

- Demonstrates integrity, professionalism, empathy, and ethical customer engagement.

- Experience in Managed Cloud Services preferred.

- Regular, predictable, consistent attendance is required.