NUSO Hiring for Customer Success Manager-Wholesale Accounts Full Time

Our Customer Success Managers focus on customer retention and revenue growth. They ensure this by handling the post sales management of all orders or projects. In this role you will partner with all new and existing customers to manage every aspect of the project. Working directly with clients to ensure deliverables fall within the applicable scope and budget of the project. Coordinating with other departments to ensure all aspects of each project are compatible. Some travel may be required from time to time.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Traffic Monitoring & Management:    

• Monitor customer usage trends and coordinate plans with the customer, Sales, and
• Product Management teams to address negative trends (i.e.. New term deck, updated rate targets, etc.). 
• Monitor and evaluate customers’ key traffic statistics such as ASR, ALOC, Port Utilization, CPS, and
• Short call percentages and take steps with customers to bring them within desired thresholds for that customer.     
• Work closely with product Management / Carrier Relations team to analyze traffic and create and prioritize action plans for most meaningful customers to increase revenue and
• Drive healthy margin. 

Service Delivery Management

• Act as primary liaison between NUSO and assigned customers, creating, and facilitating smooth, meaningful, trusted communications with customers related to service delivery. 

·       

Monitor service

• Delivery for key customers including trouble tickets, number porting, and MACD activity.   

Field Product-related

• Inquiries from customers including questions about generally available items/features and functionality. 
• Keep customers informed on new products and/or enhancements. 

Turn-up & Order Coordination:         

Act as the primary liaison for customers during their turn-up process including trunk configuration, testing, monitoring and management of turn-up activities, and follow-up on customer traffic ramp. 

Change Management Project Communications:       

• Create and communicate operational and technical changes to customers. 
• Coordinate change activity required to be compliant with the change. 

Payment Management:  

• Monitor customer payment timing and escalate with customer contacts, as needed. 

Contract Management:      

Manage contract changes, updates, and expiration in coordination with the Sales team. 

Special Customer Projects Support (examples below): 

• International trunk splitting project. 
• Assist in resolving KYC (Know Your Customer) issues. 
• Participate in e164 adherence projects. 
• Support Brightlink-to-NUSO contract conversion. 
• Provide product demonstrations for existing and potential customers. 

Voice of the Customer:  

• Collect, coalesce, and prioritize feedback from customers related to requested service delivery enhancements

(e.g. “What do customers want next?”) 

Other duties as assigned.

QUALIFICATIONS/EXPERIENCE

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Bachelor’s degree (B.A., B.S.) from a four-year college or university preferred.
• Foundational knowledge of carrier services preferred.
• 2+ years related project/order management experience preferred.
• Microsoft Word, Excel, and Outlook experience required.
• Strong analytical and communication skills.
• Ability to quickly and efficiently learn existing and new software applications.

NUSO is an Equal Opportunity Employer committed to a diverse workforce. Minority/Female/Disability/Vet/Sexual Orientation/Gender Identity, or any other characteristic protected by law.