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.