Customer Service Manager

Description

·        The Customer Success Manager is one of the main contacts and escalation points for AudioCodes’ customers. 

The CSM’s goal is to provide a consolidated voice that coordinates the relationship between Managed Services customers and AudioCodes. Another

goal of the CSM is to maximize customer satisfaction with AudioCodes services – delivery, support, ongoing projects, and training.

The CSM is also the voice of the Customer, providing them the means to provide feedback, ask questions, get help, and start conversations around

any of AudioCodes’ products or services. 

·        The CSM provides various services to customers and offers value to them by serving as a trusted advisor.

This allows us to provide them with valuable information and reports, as well as enablement, and liaison services. 

·        The CSM allows AudioCodes to improve customer retention and growth through the services provided, assuring customer renewals and revenue

growth.

·        As a CSM, you should be able to review key customer service metrics and use the data to proactively foresee and even prevent customer issues, as

well as communicate your findings to the customer success team and other key stakeholders in AudioCodes.

·        Our vision is to be a partner to our customers and act as one team. Our customers’ successes are our own. We believe in authentic relationships, from

start to finish, by listening and understanding the customer.

Therefore, the CSM must be empathetic, listen to the customer’s concerns, and represent the customer’s needs by driving concrete actions that are

based on the gathered insights.

Requirements

• Proven work experience (2 years minimum) as a support team lead or similar role - Mandatory
• Proven work experience (1 year minimum) as a CSM / account manager / PM
• Excellent communication skills and the ability to transform customer conversations into business-driving relationships while still managing to serve the customers’ goals as best as possible.
• Exceptional ability to communicate and foster positive business relationships – high level of emotional intelligence and empathy skills.
• Strong analytical and goal-oriented mindset backed by basic-to-advanced project management knowledge.
• Technical skills required, as they relate to the use of the product or service. 
• Required business experience to create reports, conduct QBR's and learn about how CS impacts business development.
• Teamwork and the ability to work across different groups in AudioCodes to improve the customers experience.
• Accountability and personal organization are essential.