Senior Customer Success Manager

Degree or Diploma and/or 2+ years of account management or customer service-related experience, ideally in the information technology sector with an understanding of cloud solutions
Demonstrates ability to assess customer needs and deliver appropriate solutions
Experience landing and expanding major global accounts
Professional business manner with the ability to comfortably interact with various executive business levels
Proven ability to effectively manage time, workload and shifting priorities in a fast-paced environment with a strong attention to detail
Excellent verbal and written communications skills
Previous direct experience with Salesforce or other CRM system is highly desirable
Resourceful with strong problem-solving skills
Enthusiastic, strong work ethic and positive attitude
Excellent listening, negotiation and presentation skills

Provide world class service in handling and resolving customer enquiries.
Work with Global Relay departments, including Sales, Legal, Accounting, Provisioning, and Customer Support to solve critical customer issues.
Update and maintain Salesforce CRM.
Understand and explain features and benefits of Global Relay services.
Identify sales and upsell opportunities to existing customers.
Act as the main point of contact for inbound customer calls to establish strong customer relations.
Manage the ongoing relationship between Global Relay and mid-size accounts by developing strong relationships.
Act as an overflow contact for inbound customer calls establish strong customer relations.
Assess, clarify, and validate customer needs on an ongoing basis to accomplish land and expand goals.
Manages the relationship between Global Relay and clients that fall under the major Umbrella classification and other high priority existing customer base.
Provide one on one training and be the main source of help for the new hires

Previous direct experience with Salesforce or other CRM system is highly desirable