# Customer Success Manager

**Company:** [Jolera](http://jobs.workable.com/companies/wSgWxpW31Ug6WFjZAnZpdu.md)
**Location:** Remote
**Workplace:** remote
**Employment type:** Full-time
**Department:** Channel Solutions

[Apply for this job](http://jobs.workable.com/view/0580c21c-e12e-4ae5-8a0a-d61e38f2c759)

## Description

**Who We Are**

Jolera offers MSPs & IT solution providers next-generation managed services, enabling them to create world-class experiences for their clients. Your clients receive award-winning solutions built on over 20 years of experience servicing businesses worldwide.

We’ve helped transform hundreds of MSPs & solution providers worldwide! With our collection of tenured experts, we provide an elevated managed service experience for a variety of clients. At Jolera, we treat each MSP partner with specialized care and uniquely organize our products for your individual business needs.

**Who You Are**

We are looking for a Customer Success Manager to join our sales team and work with a major telco client of Jolera.

**What You Will Do**

-   Relationship management:
-   Attend and or manage quarterly customer temperature calls
-   Take on primary responsibility for smaller customers as determined by your manager
-   Keep clients informed on new marketing initiatives
-   Manage customer escalations and follow up – escalate internally where necessary and ensure issues are handled and client is happy
-   Represent the Rev team on Onboarding kickoff calls when others cannot attend, apprise team of what is happening/issues
-   Monthly billing coordination (assist Jolera finance and clients billing coordinator)
-   Change Request’s and Delivery Acceptance Form’s – create these and follow up,
-   Look to continuously Improve current processes
-   From time to time, assist the clients VP channel and the clients assigned SA as needed with
-   Manage CRM entries as needed
-   Update client Pipeline on a regular basis – converse with internal team and client account managers to get current updates.
-   Roll performance: Expected to proactively use self-learning and internal connections to continuously acquire IT specific knowledge and learn industry nuances.

## Requirements

**Qualifications  
**

-   2+ years of work experience in client-facing roles in either sales or IT operations with a major telco in Canada
-   Confident knowledge of technology services sales and general negotiating principles
-   Understands IT broadly enough to have an insightful conversation and earning a position as a trusted advisor.
-   Excellent communication, and presentation skills
-   High-touch customer skills related to urgency and managing/exceeding expectations.
-   Dynamic enough to build relationships and communicate effectively with senior and mid-level managers
-   Strong organization and time-management skills.
-   Knows when to say “no” or “help”.
-   Is sufficiently resourceful and able to track multiple moving targets with shifting priorities.  
    

**Nice to haves:**

-   Professional experience with a major telco company in Canada
-   Academic background in business administration, sales, or marketing
-   Outsourced IT Sales or Account management experience
-   Familiarity with IT operations in an MSP or larger IT department

## Benefits

**What We Offer  
**

-   Competitive compensation package
-   Competitive benefits package
-   Company Perks, Good Life gym, and various brand discounts
-   Company events, recognitions, and celebrations
-   Career development and growth opportunities