Telesign
Telesign exists to make the digital world a more trustworthy place for everyone.
Marina del Rey, CA

Senior Customer Success Manager

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TeleSign is hiring a Senior Customer Success Manager to deliver on all account management activity for TeleSign’s strategic clients. This includes managing the post-sale service delivery engagement and integration through deployment of the contracted services and growing the relationship thereafter. The Senior Customer Success Manager functions as a consultant to the client through the implementation process, ensuring timely deployment of the services and client satisfaction. 

What you'll do:

  • Responsible for supporting customers during implementation, setup, and complex troubleshooting situations via e-mail, phone, and other industry leading tools
  • Support internal teams with customer configurations and account creations/suspensions
  • Drive and maintain high customer satisfaction of mid-market clients & partners
  • Identify additional use cases and revenue opportunities with assigned clients through continuous account management discussions, and thorough understanding of client’s business environment and goals
  • Partner with Sales team on continuous improvement of service delivery process, integration discussion and overall Sales support
  • Create and maintain reporting to proactively monitor assigned clients’ activity against forecast/historical trends
  • Acquire general understanding of APIs and development tools necessary for troubleshooting
  • Address and resolve support issues by providing timely feedback and internal escalation as appropriate
  • Monitor route quality using internal tools and escalate issues to external vendors if required
  • Maintain knowledge of the industry and TeleSign product offerings to effectively support clients
  • Work on assigned special projects as appropriate

About you:

  • Attributes: Self-motivated, positive attitude, problem solver, team player, accountable, reliable, resourceful, consistent, strong work ethic, focused, and organized
  • 3+ years of client service and account management experience
  • Strong customer service skills
  • Excellent verbal, written, presentation and project management skills
  • Excellent problem solving and analytical skills, preferably in a client relationship/account management role
  • Strong ability to prioritize and multi-task in a fast pace environment
  • Interest in innovative technology or software industry
  • Experience using Microsoft Office (particularly Excel, PowerPoint and MSWord), Salesforce Sales and Service Cloud, and audio and web conferencing (WebEx, GoToMeeting, Skype, Lync, etc.).

About TeleSign:
TeleSign connects and protects online experiences with sophisticated customer identity and engagement solutions. Through APIs that deliver user verification, data insights, and communications we solve today’s unique customer challenges by bridging businesses to the complex world of global telecommunications. 
Our global team consists of the best and the brightest in the industry and we treat them as such. We provide a variety of excellent benefits ranging from the standard: 401(k) matching, free lunches, generous PTO, and flexible schedules to the not so standard: quarterly performance bonuses, in-house massages, our state of the art office with panoramic views of the marina and hills, and so much more! ;)


TeleSign is proud to be an equal opportunity employer. We believe our differences help us create a better workplace, a better product, and a better community. We do not discriminate on the basis of race, color, ancestry, religion, national origin, marital status, pregnancy, sex, sexual orientation, gender, gender identity or expression, age, genetic information, disability, military or veteran status, or any other basis protected by federal, state or local law, ordinance or regulation.
TeleSign also participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.
TeleSign is an Affirmative Action Employer and as part of the commitment to AAP, it will seek to ensure affirmative action to provide equality of opportunity in all aspects of employment, and that all personnel activities, such as the recruitment selection, training, compensation, benefits, discipline, promotion, transfer, layoff and termination processes remain free of illegal discrimination and harassment based on protected characteristics.

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What are Telesign Perks + Benefits

Telesign Benefits Overview

TeleSign’s global HQ is located just steps from the beach and provides breathtaking views of the Pacific Ocean, Santa Monica Mountains and the Hollywood sign. Perks include a collaborative environment with a flexible work schedule and flexible PTO. TeleSign provides its employees the chance to grow their career at the cutting edge of digital identity at one of Silicon Beach’s fastest growing tech companies.

Culture
Volunteer in local community
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Team workouts
Financial & Retirement
401(K)
401(K) matching
Company equity
Performance bonus
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited vacation policy
Paid volunteer time
Paid holidays
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Onsite office parking
Pet friendly
Relocation assistance
Fitness stipend
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Continuing education available during work hours

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