Customer Success Representative

About the Role
The Customer Success Account Manager is responsible for developing relationships with net2phone's SMB clientele that promote retention, sustainable customer satisfaction and ensure that company offerings meet the individual needs of clients. The Account Manager acts as the client advocate. You will work with internal departments to ensure that client needs are understood and satisfied. net2phone Account Managers must know the company’s products inside and out. They are often called upon to provide technical support to customers or to provide training on their products. They will help customers plan and understand the best ways to utilize their net2phone system based on the customer’s business needs or business plans. The Account Manager will focus on educating their customers on the flexibility and capabilities of net2phone, so customers are encouraged to continue using net2phone's services.

Responsibilities
Develop and manage client portfolios.
Analyze customer data to improve the customer experience.
Hold product demonstrations for customers.
Evaluate and improve tutorials and other communication infrastructure
Mediate between clients and the organization
Handle and resolve customer requests and complaints
Minimize customer churn
Find ways to deeply understand our customers’ objectives and become a trusted right-hand adviser
Determine how to define, drive, and demonstrate the value (ROI) delivered
Create a company-wide customer feedback loop
Ensure smart hand-off
Increase Renewal/Retention percentage
Increase Renewal dollars by proving ROI for the company

Job Type
Full-time position

Location
Newark, NJ