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Technical Customer Success Manager

IntellaPro Oakland Park Full-Time
$40,000.00 - $55,000.00 / year
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Our Client is a leading manufacturer of call accounting and telemanagement software for both the hospitality and business industries nationwide and is seeking motivated individuals with great attitudes who enjoy resolving technical problems while making customers become raving fans of the company and its products. The correct person for this position will be a team player who has the ability to be productive with minimum supervision, is a fast learner and has the ability to professionally and patiently interact with clients via the telephone from the end of the sale process to after the implementation is complete. 

As the Technical Customer Success Manager, your major responsibilities would include:

• Understand customers business strategies and apply our proven Customer Success methodology to lead them through all phases of the implementation journey, with a focus on adoption and customer outcomes.

• Professionally and effectively handle customer and dealer phone calls and emails that require product & service troubleshooting

• Document post-contact information for each call by entering a support reference in the database, including customer name, date, issue and how it was handled

• Participate in the sales cycle as needed to gather requirements, formulate delivery approach, and develop a proposal/post-sale engagement plan

• Help engineers with constant industry research

• Create customer adoption benchmarks and forecasts based on defined business use cases 

• Provide technical training, support and assistance to the internal sales department when needed

•       Manage key customer relationship from pre sales to end of the implementation (providing pre-installation documents to making sure configuration is completed to customer’s satisfaction and customer is trained)

• Perform other duties as may be requested by the organization

Candidate Qualifications

• Certification from a technical school or Associates/Bachelor degree

• Minimum one year of experience working in a customer-support role via the telephone

• Excellent computer skills

• Intermediate knowledge of networking – thorough understanding of IP address concepts

• Ability to read, write and speak the English language in order to effectively communicate with employees, customers, dealers in a clear, straightforward, and professional manner – Spanish fluency is a plus.

• Eagerness to work cooperatively as part of a team

• Ability to prioritize, organize and multi-task effectively

• Experience in the telephony industry a plus

• Experience with call center systems and call accounting systems a double plus

Desired Certifications and experience

. CompTIA A+, Network+, or Server+

. Cisco Certified Network Associate (CCNA) in Collaboration

. Avaya, NEC, Mitel, Ring Central, InContact, Five9, Salesforce

Recommended skills

Team Working
Hardworking And Dedicated
Customer Support
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