Hi, I'm
Shilpa M
, your Recruiter and guide to joining CSG. At CSG, you're more than your resume. We want your diverse perspective and unique background to help us enrich the work we do together. We believe that by channeling the power of all, we make ordinary customer and employee experiences extraordinary. Channel the power of YOU and begin the journey to becoming a CSGer.
What you'll do
- You will report to Sr Manager Customer Delivery and you will succeed by serving as a customer advocate, helping them engage with CSG's product portfolio. The Customer Success Manager is a customer and business SME, responsible for managing the interaction with our customer
- Develop client portfolios that tell the customer story and outline important success factors, metrics for success, potential issues, and recommendations for mitigation and success
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Under guidance from the sales team, may assist the contract process to include support for SOWs, ARs, POs, IVRs and OPNs- You will engage the sales team on the qualification of opportunities for add-on sales and provide customer feedback to internal service, product, and development teams on new service projects that could be sold to the customer
- Resolve client questions and disputes on product billing or invoicing and track product license management regarding compliance and usage
- Guide communication between the client and our teams when issues are escalated to minimize impact promptly and ensure the appropriate client communication is provided
- Prioritize and lead resolution on escalated tickets on behalf of the customer and conduct site visits and lead status meetings and complete quarterly business review meetings and establish a regular program of reviews, typically in collaboration with other account leadership
- Help with global product issues, recovery, and client communication including after action summaries and organize and participate in product demonstrations
You should have
Research shows that candidates from underrepresented backgrounds often don't apply for roles if they don't meet all the criteria. Remember, you are not solely your resume. Give your transferable skills the chance to tell the full story. Channel the power of YOU and apply to explore the possibility we're the perfect fit.
- Bachelor's degree in business related field, or equivalent experience
- Proficiency in English in a business environment
- 2+ years of product, solutions, and/or technical customer support experience in a comparable environment
- Manage small to medium-sized projects from start to finish with a high level of customer satisfaction and analyze workflow, evaluate systems, and create plans
- Maintain relationships with internal/external clients at all levels of the organization and consult with the customer and assist them in defining their needs based on product industry knowledge
Who will love this job
- A trusted team player – you know how to connect and communicate with your audience(s) around the world and create safe environments to voice diverse opinions, foster diversity and belonging and above all treat people with respect
- A growth driver – you have a mindset that anticipates and adapts to changing needs and can bring partners together to contribute and work toward a shared vision
- A game changer – you dream big and push the limits of what's possible to improve for yourself and others
- A strategist – you're curious and find inventive ways to implement ideas that lead to business simplification outcomes and solutions
Perks & Benefits
- Work from Home, in-office, or hybrid
- Flexible Paid Vacation, 2 days of Volunteer Time Off per Year, and Holiday Time Off
- Immediately vested 5.5% 401(k) match
- And so much more!
Our Story
CSG
empowers companies to build unforgettable experiences, making it easier for people and businesses to connect with, use and pay for the services they value most. For over 40 years, our technologies and people have helped some of the world's most recognizable brands solve their toughest business challenges and evolve to meet the demands of today's digital economy.
By channeling the power of all, we make ordinary customer and employee experiences extraordinary. Our people [CSGers] are good people who are committed to doing good work. We're high on respect and low on ego, making us an easy company to do business with and a best place to work. We cultivate a culture based on integrity, innovation and impact across all our
locations
, so our people show up as the most authentic version of themselves and can work together to build a more future-ready world. Learn more
#LI-Remote
Position Pay Range:
This range represents the low and high end of the salary range for this position. Actual salaries will vary based on factors including but not limited to geographical location and experience.
$63,665.22-$101,864.56
This role is eligible for a bonus opportunity.
Location(s):
United States Remote
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