Who We Are
Jolera offers MSPs & IT solution providers next-generation managed services, enabling them to create world-class experiences for their clients. Your clients receive award-winning solutions built on over 20 years of experience servicing businesses worldwide.
We’ve helped transform hundreds of MSPs & solution providers worldwide! With our collection of tenured experts, we provide an elevated managed service experience for a variety of clients. At Jolera, we treat each MSP partner with specialized care and uniquely organize our products for your individual business needs.
Who You Are
We are looking for a Customer Success Manager to join our sales team and work with a major telco client of Jolera.
What You Will Do
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Relationship management:
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Attend and or manage quarterly customer temperature calls
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Take on primary responsibility for smaller customers as determined by your manager
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Keep clients informed on new marketing initiatives
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Manage customer escalations and follow up – escalate internally where necessary and ensure issues are handled and client is happy
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Represent the Rev team on Onboarding kickoff calls when others cannot attend, apprise team of what is happening/issues
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Monthly billing coordination (assist Jolera finance and clients billing coordinator)
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Change Request’s and Delivery Acceptance Form’s – create these and follow up,
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Look to continuously Improve current processes
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From time to time, assist the clients VP channel and the clients assigned SA as needed with
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Manage CRM entries as needed
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Update client Pipeline on a regular basis – converse with internal team and client account managers to get current updates.
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Roll performance: Expected to proactively use self-learning and internal connections to continuously acquire IT specific knowledge and learn industry nuances.
Requirements
Qualifications
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2+ years of work experience in client-facing roles in either sales or IT operations with a major telco in Canada
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Confident knowledge of technology services sales and general negotiating principles
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Understands IT broadly enough to have an insightful conversation and earning a position as a trusted advisor.
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Excellent communication, and presentation skills
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High-touch customer skills related to urgency and managing/exceeding expectations.
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Dynamic enough to build relationships and communicate effectively with senior and mid-level managers
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Strong organization and time-management skills.
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Knows when to say “no” or “help”.
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Is sufficiently resourceful and able to track multiple moving targets with shifting priorities.
Nice to haves:
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Professional experience with a major telco company in Canada
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Academic background in business administration, sales, or marketing
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Outsourced IT Sales or Account management experience
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Familiarity with IT operations in an MSP or larger IT department
Benefits
What We Offer
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Competitive compensation package
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Competitive benefits package
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Company Perks, Good Life gym, and various brand discounts
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Company events, recognitions, and celebrations
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Career development and growth opportunities
