Key Facts

Remote From:

Category: Customer Success Manager (CSM)

Full time

French, English

Hard Skills

Mobility Management Escalation Management Customer Success Management Cross-Functional Collaboration Customer Success Management Product Knowledge Strategic Management Upselling Customer Success Management Stakeholder Communications +5 more

Other Skills

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Program Management
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Technical Acumen
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Strategic Planning
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Business Acumen
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Problem Reporting
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Calmness Under Pressure
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Relationship Building
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Analytical Skills
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Multitasking
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Time Management
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Teamwork
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Detail Oriented
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Verbal Communication Skills
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Social Skills
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Self-Motivation
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Problem Solving

Roles & Responsibilities

Fluent in French and English both written and spoken
Minimum of 2 years’ experience in a fast-paced, customer-facing role
Experience working directly with customer decision makers and resolving customer escalations
Comfortable working across teams to drive results and resolutions

Requirements:

Be the overall program manager and escalation point within Tangoe
Proactively identify issues and gaps within platforms, customer, or vendor processes and coordinate across Tangoe Teams to maintain high CSAT
Take leadership of all customer calls to ensure appropriate program progression
Demonstrate understanding of Tangoe products and services to effectively drive valuable strategic conversations

Job description

Job Title: Customer Success Manager

Department: Customer Success

Reports to: Manager, Customer Success

Over 25 years ago, Tangoe introduced the first technology expense management platform for businesses of all sizes. Today, our AI-powered software and services enable thousands of companies around the globe to realize significant savings on their telecom, mobile, and cloud technologies. Our mission is to help businesses thrive and focus on what they do best, leaving their cost and asset management to us.

Summary:

The Customer Success Manager will be working directly with our customer points of contact and executive decision makers to help them evolve and effectively manage their mobility and fixed programs. This role is for someone who excels at building relationships and trust with customers while acting as both a strategic customer escalation point and Tangoe advocate.

Responsibilities:

Be the overall program manager. You are the escalation point within Tangoe.
Proactively identify issues and gaps within platforms, customer, or vendor processes and be empowered to work across Tangoe Teams to provide alternative solutions to maintain a high level of Customer Satisfaction/CSAT.
Balancing the customer advocacy with Tangoe best interest in business strategy
Taking leadership of all customer calls to ensure appropriate program progression
Demonstrate understanding of Tangoe products and services to effectively drive valuable strategic conversations.
Create lead generation opportunities while engaging the customer in expansion or enhancements to current solutions
Effectively track and communicate issues and overall goals with the client
Attending strategic planning sessions and account reviews with customers as business needs require.
Industry and platform agnostic program management
Being responsible for notifications and awareness across Tangoe for risk and health of customer portfolio.
Any other duties as directed by your manager.

Skills & Qualifications:

Fluent in French and English both written and spoken (this is a requirement).
Minimum of 2 years’ experience working in a fast-paced, customer-facing role.
Experience working directly with customer decision makers and resolving customer escalations.
Strong interpersonal skills for working with internal teams, clients and vendors.
Comfortable working across teams to drive results and resolutions.
A proven track record of working independently, as well as within a team environment.
Detail-oriented with strong analytical and problem-solving skills.
Displays excellent written and verbal communication skills.
Ability to multi-task and prioritize workload to deliver a diverse workload and meet deadlines.
Effectively drive issue resolution under pressure.
Proficient in MS Office applications and generally comfortable with technology including use of tools and systems.
Experience in telecom would be an advantage.

Education:

Bachelor’s degree or equivalent higher‑education qualification preferred.

Working conditions:

100% Remote.
Bucharest area preferred but not required.

More information about Tangoe:

For more information about our company and the full range of our services, please visit: www.tangoe.com.

Tangoe is an equal opportunity employer. We are committed to providing equal employment and advancement opportunities to all individuals. Employment decisions are based on qualifications, merit and business needs, and are made without discrimination on any basis protected by applicable law.

Notice to Recruiters and Agencies: Tangoe prefers to recruit candidates directly, rather than through a third-party recruiter or agency. Do not submit or present your candidate(s) through any means (e-mail, fax, phone, mail, verbal referral) to Tangoe or any employee of Tangoe. In the case of candidate(s) submitted or presented to Tangoe by a recruiter or agency without a signed agreement in place for the specific position or without a specific open requisition, Tangoe explicitly reserves the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency.

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