Customer Success Manager

Tangoe is powered by cutting-edge technology and the top people in the IT lifecycle management industry. Customers count on us to pay their bills, process their orders, manage their inventory, and find them savings for their global telecom, mobile, and cloud technology environments. In other words, we’re really rather fabulous, and Gartner rates us as “Visionary”!

What you’ll do:

The Customer Experience Manager works directly with our customer points of contact and executive decision makers to help them evolve and effectively manage their experience with Tangoe. 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:

• Strategic escalation point; consults on solutions and communicates the details between process and value of Tangoe services and platform with the Customer.
• Identify issues, flaws or gaps within our platforms, customer, or carrier processes and work to provide alternative process solutions and generate sales opportunities within existing accounts.
• Ensure execution of customer accounts, exercising discretion and individual judgement.
• Represent Tangoe and support customer through group meetings, one on one collaboration and general assistance; act with the authority to make decisions in the best interest of Tangoe, providing process improvements and solutions.
• Demonstrate understanding of Tangoe products and services to effectively drive valuable strategic conversations.
• Achieve customer initiatives and lead generation opportunities while engaging the customer in upgrades or enhancements to current solutions.
• Effectively track and communicate issues and overall goals with the client through leveraging Social Contract tool and implementation.
• Maintain and grow customer relationships through day-to-day account management, growth, escalation resolution, travel to and host customer for strategic planning sessions and account reviews quarterly, annually, and/or as business needs require. Effectively produce a value-added, strategic conversation quarterly with the customer.
• Support the Implementation team in effectively transitioning accounts from prospects to functional support to lifecycle.
• Collaborate regularly with other departments to create client account visibility, alignment, and excellent cross-departmental service delivered as one.
• Be available, flexible with all customers through all time zones and support during escalations, outages and account support items

Who you are:

• Associates or Bachelor’s Degree in related area is preferred, but not required
• 2+ years of experience working in a fast paced, detail-oriented customer facing role.
• Excellent problem-solving skills with a proven track record of working independently, as well as within a team environment.
• Displays excellent timely written and verbal communication skills. Comfortable working across teams to drive results and resolutions.
• Experience working directly with customer decision makers.
• Experience resolving customer escalations.
• Strong analytical and problem-solving skills.
• Ability to multi-task and prioritize workload.
• Effectively drive issue resolution under pressure.

Where you’ll work:

• Office environment
• Travel <20%

What we offer:

A competitive salary, along with a whole stack of other benefits too! We're ambitious, friendly, driven, and passionate. If you want to be a part of a like-minded team in an evolving, challenging marketplace, then it’s worth us having a chat!

Tangoe Values:

• Accountability: Relentlessly delivers.
• Customer Centricity: Constantly enhances the customer experience.
• Collaboration: Team effectively.
• Transparency: Honest and respectful communication.

More Information About Tangoe:

Tangoe reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, current unemployment status, or any other basis protected by federal, state, or local laws. Tangoe is an Equal Opportunity Employer - Minority/Female/Disability/Veteran/Current Unemployment Status.

Tangoe is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. If you need special assistance or an accommodation while seeking employment, please call (888) 855-2795. We will make a determination on your request for reasonable accommodation on a case-by-case basis.

The law requires Tangoe to post a notice describing the Federal laws prohibiting job discrimination. For information regarding your legal rights and protections, please visit Tangoe’s career page at https://www.tangoe.com/company/careers/.

As a Federal Contractor, Tangoe is required to participate in the E-Verify Program to confirm eligibility to work in the United States. For information, please visit Tangoe’s career page at https://www.tangoe.com/company/careers/.

Tangoe will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay. For information, please visit Tangoe’s career page at https://www.tangoe.com/company/careers/.

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. To request consideration as a Recruiting Vendor, please contact our recruiting department.