Customer Success Manager - escalation handling (Raleigh, NC)

Ironwood Fern Telecom is a telecommunications provider in Raleigh focused on reliable home and business connections. We are hiring a Customer Success Manager to take on escalation handling. We keep people connected and take outages personally. What you will do • Prepare simple reviews showing what the customer gets from us. • Look after a portfolio of customer accounts from setup through renewal. • Check in regularly, listen for problems and fix them quickly. • Coordinate with support, billing and operations on customer tickets issues. • Record feedback and help shape what we improve next. What we are looking for • Two or more years in customer success, account management or service. • Excellent communication and follow-through. • Comfort with a CRM and simple reports. Nice to have • Experience with outage reports. • Ability to explain technical topics simply. Working arrangement • Contract for eight months, with the possibility of becoming permanent. • On site in Raleigh. • We will tell you what to expect at each step of the hiring process.