Customer Success Manager - Connectivity

Our Company is an international technology-focused company providing the most innovative, IoT, AI, and wireless connectivity solutions for the public and private sectors.

We bring together some of the best technology offerings on the market with our growing team. This success is the result of our employees' diverse technical and business expertise, which fuels collaboration and ongoing innovation. We use equal parts innovation, quality, and reliability to create comprehensive, solution-driven product offerings for our customers.

Why join our team?

·         Bring your skills and knowledge to an innovative and growing workplace

·         Work and collaborate with a team who has become one of the best in the industry

·         Use industry-leading technology and the best tools available to ensure success

·         Work in a stable industry with strong growth potential

We are looking for a proactive and customer-focused individual to join our Customer Success – Connectivity team. In this role, you will be the primary point of contact for our customers, ensuring their success and satisfaction with EPIC iO’s products and solutions. You will collaborate closely with our sales, support, and product teams to deliver an exceptional customer experience throughout the entire lifecycle. Additionally, you will play a key role in building strong relationships, addressing customer needs, and identifying opportunities to enhance engagement and retention. Your contributions will be essential in driving customer success and shaping the future of wireless connectivity at EPIC iO.

Responsibilities & Tasks

• Delivering and communicating VALUE for our customers, throughout the entire customer journey.  
• Develop a trusted advisor relationship with key customer stakeholders to drive product adoption and ensure they are utilizing all features and functionality effectively.  
• Consult with customer stakeholders to understand their business strategies and goals and ensure EPIC iO delivers value against agreed success criteria.  
• Embracing your passion for helping others solve complex needs by actively providing recommendations to customers for adapting new business processes.  
• Acting as the customer’s advocate internally amongst key business leaders.  
• Building relationships with the key team members while conducting regular check-ins and Quarterly Business Reviews to review customer goals, progress, and satisfaction.  
• Monitor customer health metrics and proactively take action to improve customer satisfaction and reduce churn. 
• Assisting with updating accounts, adds, moves, changes, and cancellations. 
• Identifying upsell and cross-sell opportunities and collaborating with the sales team, as needed, to expand our footprint within the customer’s organization. 
• Owning the contract renewal process for your assigned accounts.

Required Qualifications

• Professional, self-motivated, proactive, and results-oriented.  
• Passion for technology and for being a part of a fast-growing SCaaSand Connectivity company and helping your clients see our value and show their value.  
• Experience and a love for working in a team environment. 
• Demonstrated ability to manage multiple projects and customers simultaneously while paying strict attention to detail. 
• Demonstrate the ability to handle many tasks as well as prioritize. 
• Strong communication and interpersonal skills, with the ability to build rapport and credibility quickly.  
• Comfortable with executive-level business key performance indicators and financial metrics.  
• Experience working with CRM software and proficiency with Microsoft Office Suite.

Desired Qualifications

• Comfortable with utilizing Hubspot and Salesforce as a CRM.

Our Company embraces diversity and equal opportunity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We believe the more inclusive we are, the better our company will be.