Job Description

Job Title: Customer Success Manager

Location: Remote, with headquarters in Portland, Maine.

Company Overview:

VETRO is a leading provider of innovative GIS (Geographic Information Systems) solutions for telecom and broadband providers. Our platform empowers organizations to efficiently plan, build, and manage their fiber optic networks. With a commitment to excellence and innovation, VETRO is revolutionizing the way broadband infrastructure is deployed and managed.

Position Overview:

VETRO is seeking a results-driven and proactive-minded individual to join our team as a Customer Success Manager. The Customer Success Manager will play a pivotal role in driving customer satisfaction, fostering strong relationships, and ensuring the success and retention of our clients in a fast-paced and dynamic environment.

Responsibilities:

• Lead and inspire a culture of customer success and excellence within the organization, serving as a role model for proactive and results-oriented leadership.
• Take ownership of customer relationships, driving adoption of our platform and ensuring customers achieve their desired outcomes.
• Proactively identify opportunities for process improvements and operational efficiencies to enhance the customer experience and drive business growth.
• Act as a strategic advisor to customers, providing guidance on best practices, industry trends, and innovative solutions to address their evolving needs.
• Collaborate cross-functionally with Sales, Product, and Support teams to advocate for customer needs and ensure seamless execution of customer success initiatives.
• Anticipate and mitigate risks to customer satisfaction, taking proactive measures to address issues and drive resolution in a timely manner.
• Drive retention, upsell and cross-sell opportunities within existing customer accounts, working closely with the Sales team to maximize revenue growth.
• Stay abreast of market trends, competitive landscape, and customer feedback to inform strategic decision-making and product roadmap development.

Qualifications:

• Bachelor's degree in Business Administration, Computer Science, or other technical related fields.
• Proven track record of leadership and success in customer success, account management, or related roles within the technology or software industry.
• Strong leadership skills with the ability to inspire and motivate teams in a fast-paced and dynamic environment.
• Proactive and results-oriented mindset, with a commitment to driving customer success and achieving business objectives.
• Excellent communication and interpersonal skills, with the ability to build trust and rapport with customers and internal stakeholders.
• Ability to thrive in a fast-paced and dynamic work environment, adapting quickly to changing priorities and business needs.
• Experience with GIS and/or Telecom industry.
• Experience working in a remote or distributed team environment is a plus.

Benefits:

• Competitive salary commensurate with experience.
• Comprehensive benefits package, including health insurance, retirement plans, and paid time off.
• Opportunities for professional development and growth within a fast-paced and innovative company culture.
• Flexible work arrangements with a remote-first approach.

Join us at VETRO and be part of a team that is shaping the future of broadband infrastructure. Apply now to make an impact and drive success for our customers!

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