Customer Success Manager - escalation handling (Birmingham, AL)

We are growing our team at Summit Keystone Telecom and adding a Customer Success Manager whose main responsibility will be escalation handling. We keep people connected and take outages personally. What you will do • Check in regularly, listen for problems and fix them quickly. • Look after a portfolio of customer accounts from setup through renewal. • Record feedback and help shape what we improve next. • Coordinate with support, billing and operations on billing accounts issues. • Prepare simple reviews showing what the customer gets from us. What we are looking for • Excellent communication and follow-through. • Comfort with a CRM and simple reports. • Two or more years in customer success, account management or service. Nice to have • Ability to explain technical topics simply. • Experience with outage reports. Working arrangement • Contract for six months, with clear deliverables from the first week. • On site in Birmingham, with some flexibility after the first few months. • Applications are reviewed on a rolling basis.