Onboarding Customer Success Manager at Telnyx

The Role:

As an Onboarding Customer Success Manager, you will hold an essential position for the success of new Telnyx customers. Your success lies in getting our customers up and running as fast as possible. You will be responsible for onboarding, ramping and maintaining revenue for Telnyx's largest enterprise customers.

You will work as part of a diverse team of sales executives, customer success professionals, engineers, and product managers to onboard customers onto the Telnyx platform. You’ll build and maintain strong relationships, consistently remain available and responsive, and proactively assess, clarify, and validate customer needs during their onboarding process. The Technical Implementation Manager must be able to sit down with both technical and non technical stakeholders to drive successful execution of their onboarding strategy. You are responsible for ensuring that customer use case and experience are ready to be transitioned to the Customer Success team.

The two key metrics you’ll be evaluated on are the successful onboarding of your book of business and getting customers ramped to their usage commitments.

In This Role You Will:

• Walk customers through an outlined onboarding process and advise on the best methods to optimize the experience on the Telnyx platform.
• Develop implementation plans for some of our largest / most complex customers, including key milestones and metrics for success.
• Develop strong relationships with key customer stakeholders across both business and technical roles.
• Track daily, weekly, and monthly metrics and reports to support the customer experience.
• Remain available and responsive to maximize customer satisfaction by addressing inquiries, technical demands, and following through on specified timelines.
• Lead solution development efforts that best address customer needs, while coordinating the involvement of all necessary parties.

You May Be A Fit For This Role If You Have:

• 2-3+ years of customer service of a highly technical product and project management experience in a professional setting (telecommunications background will be a plus).
• Experience onboarding large Enterprise & Mid-Market customers through complex technical installations spanning many teams and departments. 
• Resourcefulness. Technically competent and enjoy solving problems for our customers and our team
• Advanced organizational and time management skills.
• Excellent project management, developing workflows to increase troubleshooting efficiency while still following standard processes.
• Impeccable written and verbal communication skills. You are a strong listener and communicator, being able to stand in our customer’s shoes.
• Analytical thinking - analyze, synthesize, and apply information to solve problems swiftly while weighing all pros and cons and understanding the downstream effects of decisions.
• Living with integrity, transparency, and erring on the side of the action.
• Adaptive and introspective; ability to work under pressure and help others.

What It Is Like To Work At Telnyx: 

Telnyx is a complex machine with a simple purpose: connect people. We are an intelligent telephony engine, the beating heart of the Telnyx service that routes data along the pathways of our global, private network. We are drop-in APIs for hooking applications into our products, and an administrator portal that puts unprecedented control of configuring and orchestrating the Telnyx service into our customers’ hands.

We’re also an organization of industry experts and engineers focused on solving problems and building solutions. We’re a concierge customer success team and a 24/7 support team. We’re a communications partner, focused on agile and endless innovation, not a telecom slogged in antiquated processes and anti-competitive regulation. We keep the conversation going: the always-on, omnichannel, enriched conversation that the modern world demands.

Communications are coming untethered from devices, and more and more, they’re migrating into our everyday platforms: our social media, our work applications and our collaboration tools. But, that move started before there was infrastructure to support it—the modern internet will never offer the speed and consistency that real-time communications require. So, we built a network that does and a cloud platform tuned for real-time communications at every layer. Telnyx is the connective matrix, a worldwide nervous system, a high-speed rail tunneling through the information superhighway. We’re the foundation for calls, texts and messaging today, for the internet of things, augmented reality and “communitainment” tomorrow, and for whatever enterprising imaginations can dream up after that.

We’re Telnyx. We’re the future of communications.

At Telnyx, we're looking for people with passion, grit, and integrity. You're encouraged to apply even if your experience doesn't precisely match the job description. Your skills and passion will stand out—and set you apart—especially if your career has taken some extraordinary twists and turns. At Telnyx, we welcome diverse perspectives and people who think rigorously and aren't afraid to challenge assumptions. Join us.

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