Sr. Customer Success Manager (Remote)

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Our Exciting Opportunity - Work from anywhere!

This position will work remotely to support the Channel Sales team within Ericsson's BTEB (Business Area Technology & Emerging Business) Wireless Office Channel Sales. Before applying to the position, you can learn more here. The Customer Success Manager (Workplace as a Service/WaaS) is responsible for making sure client and customer needs are being met and understood by each department in the company. The AM serves as a customer guide and helps them navigate through the post-sales customer journey.

The Account Manager will build a deep understanding of the customer's priorities, proactively address concerns, and project lead other departments to ensure expectations are met to ensure a positive client-company relationship. If challenges arise, the AM advocates for the customer to ensure internal alignment and complete resolution. The AM builds dedication and trust to drive retention and lifetime value.

As an AM, you will support an assigned base of customers through the post-sales processes. You will be the voice of your customers within the organization, helping to raise customer issues and supervise resolution. You will work as part of the account team to ensure effective communication and partnership with your customers. As contracts come up for renewal, you'll be an essential team member developing and implementing retention strategies.

You will
  • Support Channel Managers, Agents and Partners in post-sales processes.
  • Provide new client onboarding, with an introduction to customer portal, key processes, and first invoice
  • Serve as the single point of contact for the customer, helping to direct issues to the appropriate internal teams when needed
  • Work with Marketing to expand and implement our customer contact strategy
  • Manage project results and ensure status updates are provided to the customer and issues are resolved
  • Identify and support process improvement opportunities across the organization while understanding customer priorities and challenges
  • Support sales to identify growth opportunities and ensure we are meeting SLAs and/or contracts terms
  • Contract renewal strategy and supervision of assigned base of accounts for upcoming contract expiration dates
  • Accurately forecast upcoming service terminations

To be successful in the role you must have
  • Account management experience in Desktop as a Service (DaaS), Workplace as a Service (WaaS) or Software as a Service (SaaS)
  • Experience supporting channel managers in telecom industry or cloud-based sales support
  • Experience in telecommunications / wireless or related field
  • Familiarity with channel management and partner management
  • Experience in post-sales lifecycle support

What's in it for you?

At Ericsson, you'll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of what's possible. To build never seen before solutions to some of the world's toughest problems. You'll be challenged, but you won't be alone. You'll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.

What happens once you apply?

Click Here to find all you need to know about what our typical hiring process looks like.

Learn about Ericsson's BTEB (Business Area Technology & Emerging Business) Wireless Office Channel Sales.

Encouraging a diverse and inclusive organization is core to our values at Ericsson, that's why we nurture it in everything we do. We truly believe that by collaborating with people with different experiences we drive innovation, which is essential for our future growth. We encourage people from all backgrounds to apply and realize their full potential as part of our Ericsson team. Ericsson is proud to be an Equal Opportunity and Affirmative Action employer, learn more. If you need assistance or to request an accommodation due to a disability, please contact Ericsson at [email protected]

The health, safety and well-being of our employees is our priority. Successful applicants will be required to disclose their vaccination status prior to employment. Except for those positions designated as 100% remote, successful applicants who did not provide the required proof of vaccination will be required to test weekly and wear masks at all Ericsson and customer facilities. This includes employees with medical or religious exemptions with testing as an accommodation. Compliance with government and customer requirements regarding vaccination may preclude unvaccinated applicants from employment for a particular job.

DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by employees in this position. They are not an exhaustive list of all responsibilities, duties and skills required for this position, and you may be required to perform additional job tasks as assigned.
More Information on Ericsson
Ericsson operates in the Information Technology industry. The company is located in Seattle, WA, Plano, TX and Austin, TX. Ericsson was founded in 1876. It has 132137 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 59 open jobs at Ericsson, click here.
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