Position Details

Salary $67K – $86K USD / year

Type Not Specified

Experience entry

Exp. Years 0 (no explicit minimum stated)

Education Not specified

Category Customer Success & Support

About this role

This role is responsible for building and improving client relationships by ensuring operational issues and questions are resolved in a timely manner. It serves as the point of contact for Contact Center Services & Solutions and helps drive contract renewals and upsell/cross-sell opportunities.

Key Responsibilities

Resolve client operational issues
Manage Contact Center Services & Solutions programs
Develop and execute service account plans
Support renewals and upsell/cross-sell with Account Executive
Manage operational requests and projects for timeliness, accuracy, and quality

Technical Overview

The work focuses on service operations for contact center programs rather than software engineering. The role includes program analysis, service account planning, and managing operational requests and projects to deliver high-quality client outcomes.

Ideal Candidate

The ideal candidate is an entry-level service executive/customer success professional experienced in managing client relationships and resolving operational issues. They can support contact center services, analyze programs and requests, and collaborate with account executives to drive renewals and upsell/cross-sell opportunities.

Must-Have Skills

Client relationship managementOperational issue resolutionProgram analysisService account plansExceptional written and verbal customer contact skillsCollaborate with Account Executive to ensure contract renewals and upsell/cross-sell opportunities

Required Skills

Hard Skills

Client relationship managementOperational issue resolutionProgram managementProgram analysisService account plansContact center operationsWritten customer contactVerbal customer contactBook of business managementContract renewalsUpsellCross-sellOperational requests and projects managementTimelinessAccuracyQuality monitoringConsultative approachClient needs assessmentSuccessful implementationsSales cycle collaboration

Soft Skills

Consultative communicationCustomer focusClient expectation managementRelationship buildingCritical thinkingAbility to work under minimal supervisionExecutive-level communication

Industry & Role

Industry Fintech

Job Function Deliver exceptional client service for contact center solutions and drive account growth through renewals and expansion opportunities

Role Subtype Customer Success Manager

Keywords for Your Resume

Member Services Service Executive IService Executive IVeleraPeople Helping PeopleContact Center Services & Solutionsclient relationshipsoperational issuestimely responsesresolutionsconsultative approachprogram analysissuccessful implementationsservice account plansoperational requestsprojectstimelinessaccuracyqualitybook of businesscustomer contact skillswritten and verbalcontract renewalsupsellcross-sellAccount Executiveminimal supervisionpoint of contactcontact centerwritten and verbal customer contact skills

Deal Breakers

Must demonstrate experience managing client relationships and resolving operational issues, Must have strong written and verbal customer contact skills

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