Senior Customer Success Manager - escalation handling (Rochester, NY)

Ironwood Basin Telecom is looking for a Senior Customer Success Manager. The job centres on escalation handling for field visits, and it would suit someone who likes steady, practical work. You would work closely with colleagues in operations, support and management. What you will do • Look after a portfolio of customer accounts from setup through renewal. • Coordinate with support, billing and operations on field visits issues. • Prepare simple reviews showing what the customer gets from us. • Check in regularly, listen for problems and fix them quickly. • Record feedback and help shape what we improve next. What we are looking for • Comfort with a CRM and simple reports. • Two or more years in customer success, account management or service. • Excellent communication and follow-through. Nice to have • Experience with network equipment. • Ability to explain technical topics simply. Working arrangement • Part-time, about 28 hours a week, spread across three days. • On site in Rochester. • Applications are reviewed on a rolling basis.