Wide Area Network

7 months ago

London, United Kingdom Reel Recruit Full time

Job Title: WAN Customer Success Manager

Location: London, United Kingdom

**Salary**: £65,000 base salary + uncapped commission

**Job Description**:
We are looking for a highly motivated and customer-centric WAN Customer Success Manager to join our team in London. As a WAN Customer Success Manager, you will play a vital role in ensuring the success and satisfaction of our enterprise-level customers who rely on our Wide Area Network (WAN) solutions. Your primary responsibility will be to build strong relationships with customers, understand their business needs, and provide them with exceptional service throughout their journey with our organization. In addition to the base salary, this role offers uncapped commission potential based on achieving and exceeding customer success targets.

**Responsibilities**:
Customer Relationship Management: Establish and maintain strong relationships with key stakeholders at our enterprise-level customers. Understand their business objectives, challenges, and requirements to effectively align our WAN solutions with their needs.

Customer Onboarding: Lead the onboarding process for new customers, ensuring a smooth transition from the sales process to implementation. Collaborate with internal teams, including sales, engineering, and operations, to ensure a seamless customer experience.

Customer Success Planning: Develop and execute customer success plans, outlining objectives, milestones, and success metrics. Proactively engage with customers to understand their evolving needs and provide strategic guidance on how our WAN solutions can support their business growth.

Account Growth and Expansion: Identify opportunities to expand and grow the customer's usage of our WAN solutions. Collaborate with the sales team to identify upselling and cross-selling opportunities, nurturing existing customer relationships to maximize account revenue.

Customer Advocacy: Act as the primary point of contact for customer escalations, ensuring timely resolution of issues and effective communication throughout the resolution process. Serve as the voice of the customer within the organization, providing feedback and insights to drive product and service enhancements.

Performance Metrics and Reporting: Establish key performance indicators (KPIs) and success metrics to measure customer satisfaction and retention. Prepare regular reports and presentations for internal and external stakeholders to showcase customer success, identify areas for improvement, and provide recommendations.

Industry Knowledge and Best Practices: Stay up-to-date with industry trends, best practices, and emerging technologies related to WAN solutions. Leverage this knowledge to provide thought leadership to customers, positioning our organization as a trusted advisor.

**Requirements**:
Proven experience as a Customer Success Manager, Account Manager, or similar role in the telecommunications or networking industry, with a focus on enterprise customers.

Strong understanding of Wide Area Network (WAN) solutions, including technologies such as MPLS, SD-WAN, and network security.

Excellent relationship-building and communication skills, with the ability to engage effectively with C-level executives and technical stakeholders.

Demonstrated track record of achieving and exceeding customer success targets and driving revenue growth through upselling and cross-selling.

Customer-focused mindset with a passion for delivering exceptional service and building long-term customer relationships.

Strong problem-solving and negotiation skills, with the ability to navigate complex customer situations and resolve conflicts.

Self-motivated and results-oriented, with the ability to work independently and manage multiple customer accounts simultaneously.

Experience with customer success management platforms or CRM tools is preferred.

**Salary**: £63,000.00-£65,000.00 per year

**Benefits**:

- Company pension
- Work from home

Schedule:

- Monday to Friday

Supplemental pay types:

- Commission pay

Ability to commute/relocate:

- London: reliably commute or plan to relocate before starting work (required)

Work Location: In person

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