Client Success Manager

The Star Telecom team is looking for a Client Success Manager to join our team to assist in supporting the current growth we are seeing as an organization.

Job Description

In this role, you will act as a liaison between our clients and internal and external stakeholders to ensure Star Telecom 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.

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

About Star Telecom

Star Telecom is a Cloud Communications and Customer Experience solutions provider based in Toronto, Canada with customers spanning North America and Europe. Our services are designed to address complex telecommunication and customer experience needs of contact centres and enterprises.

We solve specific client challenges by providing managed solutions like chatbots, SMS, SIP, managed technology and WFM services as well as by delivering and managing Omni-Channel cloud contact centre platforms (CCaaS) such as Genesys Cloud.

Star Telecom was established in 2008 by a team of highly experienced telecommunication and contact centre technologists and operational experts who recognized Canadian contact centre industry was not being adequately serviced by the large Canadian telecommunication providers.

Our expertise in the customer experience space is built upon our involvement in the industry, supporting industry segments including Healthcare, Banking, Retail, E-commerce, Automotive, and BPO verticals. We don’t just provide technology, we provide customer experience solutions by leveraging our deep understanding of our client’s business, and tailoring technology to drive measurable customer experience outcomes.

You are the right fit for this job if you have:

  • Prior experience in client management and support
  • Prior experience with Cloud / SaaS solutions is an asset
  • Prior experience as it relates to Account Management or Operational Management in a call centre environment 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
  • Fundamental knowledge of telephony technology and how it is utilized in the call centre vertical

Responsibilities

  • Facilitate and communicate client requests or visions into material directions for support departments to execute
  • Draft commercial terms, including Master Service Agreements and Statements of Work
  • Identify client pain points and address them through solution development
  • Proactively develop service solutions based on the client’s business to enhance their customer experience
  • Manage a portfolio of clients between 8 - 12 ranging in different industry segments; ability to multi-task in a fast moving environment

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