Customer Success Manager

Job Description

viaPhoton is seeking an exceptional Customer Success Manager to join our Customer Relations team

Who We Are

Join viaPhoton’s pioneering account management team and contribute to disrupting the fiber solutions supply industry. At viaPhoton, we prioritize customer success, working collaboratively to exceed expectations. We are seeking a dynamic individual with a passion for innovation and a commitment to simplifying every aspect of the customer experience.

Help us disrupt the fiber solutions supply by being part of the industry’s best account management team. viaPhoton "works backwards from the customer" to ensure their success. We believe in "delighting our customers" during every interaction together. A successful person has the passion to be innovative and creative about simplifying EVERYTHING – Making it easy to do business with viaPhoton.

Are you passionate about turning ideas into reality, embracing ownership, and working at the forefront of connectivity? Join viaPhoton and be part of a culture that thrives on fearless innovation, teamwork, and continuous growth, where learning, unlearning, and relearning are part of the journey.

This dynamic role offers significant ownership and responsibility. We’re looking for individuals who excel in environments where their contributions make an impact, are hungry to learn, and are energized by meaningful work that drives company growth while accelerating their career. If this sounds like you, we’d love to hear from you!

We seek candidates who will be culture contributors and who align with our core values:

Fearless Innovation we are pioneers unafraid to change the norm in relentless pursuit of better

Forward Together we believe that when we work together toward a collective goal, we all succeed

Integrity Over Everything we believe in long term relationships and doing what is right, always

Nimble, Always we are solutions obsessed, move fast, and stay nimble

Be the Bar we set our own standard of excellence and hold ourselves to it

Essential Purpose

As a Customer Success Manager, you will play a crucial role in managing and nurturing client relationships, ensuring seamless communication between sales teams and our customers. Your responsibilities will span from order initiation to production and delivery, overseeing the entire process to guarantee customer satisfaction and successful project completion.

What You Will Do

Build sustainable relationships of trust through open and interactive communication

Recommend potential products or services to management by collecting customer information and analyzing customer needs

Own the complete customer experience from opening an account, providing a quote to handling a customer concern

Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution

Manage large amounts of incoming calls

Maintaining customer relationship management (CRM/ERP) tools

Collaborate with the sales team and customers partners

Performs additional tasks as required or assigned.

What You Will Bring

Proven customer support experience

Strong phone interaction skills and active listening

Strong written and verbal communication skills

Detail oriented and analytical skills

Familiar with CRM systems and practices

Demonstrated ability to increase customer satisfaction

Ability to multi-task, prioritize and manage time effectively

High school diploma or equivalent; college degree preferred

Have a growth mindset and be willing to wear multiple hats – we will train you

Why Join Us

Cutting-Edge Technology – Opportunities to work on the forefront of fiber optic technology.

Professional Development – We’re committed to your growth, offering resources, career development, and a culture where your voice is heard.

Fun Team Environment – Monthly team bonding events, free lunches, and activities to keep us connected.

Flexible Paid Time Off – Take time when you need it, with PTO that grows over time plus 10 paid holidays, including two floating holidays to use at your discretion.

401(k) Match – We offer company match to help you plan for your future.

Benefits Overview-- To view our comprehensive benefits package, Click Here

Full-time