Client Success Manager

Client Success Manager

Job Description

In this role, you will act as a liaison between our clients, internal as well as external resources to ensure NuVoxx delivers the highest level of service and support possible. In essence – you will be the bridge and the link between our clients and our organization. You will be responsible for recommending, developing and leading customer experience solutions for our clients, from creation to implementation. If you are comfortable operating in a fast-paced environment, thrive on creating strategic solutions for your clients to improve their customer experience, and leverage technology in doing so, this is the team for you.

Qualifications & Responsibilities

  • Prior experience in client management and support capacity
  • Prior experience with Cloud / SaaS solutions is an asset
  • Ability to develop strategic account plans for clients focused on improving the customer experience, and the ability to relay this vision to clients and manage their progress across the journey
  • Prior experience in the call centre industry is a benefit, specifically within either the call centre operations or account management disciplines
  • Prior experience in developing and delivering client presentations
  • Ability to effectively facilitate and communicate client requests or visions into material directions for support departments
  • Prior experience in drafting commercial terms, including Master Service Agreements and Statements of Work
  • Fundamental knowledge of telephony technology and how it it utilized in the call centre vertical
  • Ability to quickly identify client pain points and address them through solution development

Location

Travel 25%, remainder between the head office in Etobicoke and Home Office. The Client Success Manager will report to the Snr. Director of Client Success.

About NuVoxx

NuVoxx is a cloud-based voice services provider. We are driven, dynamic and entrepreneurial. We are not afraid to learn new things and go where we haven’t gone before – on the journey to distinguish ourselves in how we service our clients. We look forward but rely on our experience to counsel our clients and help them optimize customer interactions. We are consultative in how we approach each problem and take the long term view of each client relationship. If you share the same philosophy, have strong technical aptitude, ability to problem-solve and have experience or are looking to grow in the cloud-based voice services vertical, drop us a line. There is always room for the right person, and you just maybe it.