Customer Success Account Manager

About Us

Fatbeam Fiber, headquartered in Coeur d’Alene, Idaho, is a leading provider advancing innovation and connecting communities with reliable, scalable, and flexible fiber-based internet solutions to carrier, commercial, government/education, healthcare and residential customers. Established in 2010, Fatbeam is one of the fastest growing fiber providers in the West with 150,000+ fiber miles across eight states and 150+ cities. Offering competitive pricing and stringent service level agreements, Fatbeam makes connectivity simple! In short, we are driven, passionate, responsive and, most importantly, flexible.

Position Summary

We are seeking a proactive and customer-focused Customer Success Account Manager to join our team. In this role, you will be the frontline of our fiber-based network solutions, responsible for ensuring customer satisfaction, resolving issues efficiently, and implementing strategies to retain our valued business clients. Your ability to build relationships, understand customer needs, and provide tailored solutions will be key to your success. This position will be a hybrid position working out of either our Boise or Coeur d’Alene Idaho office locations. This position will report to our VP of Sales, while working closely with our Customer Experience Supervisor.

Key Responsibilities

Customer Service:

• Respond to customer inquiries via phone, and email in a timely and professional manner.
• Troubleshoot and resolve technical and service-related issues.
• Educate customers on product features, billing, and service upgrades.
• Document all customer interactions in the CRM system accurately.
• Proactively engage with business clients to build relationships and guide them through onboarding and product adoption.
• Ensure customers have the tools and resources needed to succeed.
• Gathering customer feedback to inform product and service improvements and sharing insights with leadership.
• Providing high-level technical and product support as needed.

Customer Retention:

• Identify at-risk customers and proactively engage to resolve concerns.
• Offer customized solutions, promotions, or service adjustments to retain clients.
• Manage & track customer contract end-dates and proactively implement strategies to renew / retain customers.
• Identify opportunities for upselling and cross-selling relevant products and services.
• Conduct follow-up calls to ensure satisfaction and prevent churn.
• Collaborate with Sales and Technical Support to address complex issues.

Cross-Functional Collaboration / Support:

• Work closely with the billing, technical, and sales teams to ensure a seamless customer experience.
• Provide feedback to management on recurring issues and customer trends.
• Primary focus will be supporting the Commercial Sales Channel but additional retention & customer service support for other channels such as SLED and FTTH may be required.
• Assist in developing and optimizing onboarding processes and customer service policies.
• Assist in creating resources that help customers fully understand and utilize our offerings.

Other Position Responsibilities

• Updating job knowledge by participating in educational opportunities, maintaining a working knowledge of the company network, and reading technical publications.
• Providing functional advice and/or training to other team members, including cross training to ensure accurate coverage during absences.
• Occasionally working outside of normal business hours to accommodate sales efforts.
• Completing special projects and other duties assigned to support the business.
• Ability to communicate professionally through all types of media with customers, vendors, managers, and associates, exhibiting poise, composure, and confidence when confronting high-pressure or stressful situations.
• Ability to work independently and with a team in a fast-paced and high-volume environment, with an emphasis on accuracy and timeliness.
• Technical aptitude and strong computer skills, with the ability to maneuver through several operating systems.
• Strong work ethic, organization skills, and reliability.
• Strong problem solving and troubleshooting skills.

Experience/Minimum Requirements

• 3+ years in the customer service field is required.
• Must have basic to skilled knowledge of most computer databases
• Must have excellent customer service skills
• Experience in the Telecommunication Field is a plus
• Must be willing to be on call after hours when needed
• Possible minimal travel is required
• Must have high speed internet connection for when working remotely

Compensation and Benefits

• Fatbeam offers market competitive total compensation packages that consists of base pay, incentive compensation for many positions, equity based long term incentive compensation and a full array of robust benefits including health insurance, FSA/HSA accounts, 401K retirement plans, paid leave, and other benefits.
• Above all, we offer a rewarding and performance-oriented culture where our employees feel valued and are part of a great team.

Additional information

Fatbeam requires a background check and the acceptance of a basic non-compete documents for all employees. The background check takes 3-5 days. This offer would be pending upon the results of the background check. We will also need to confirm that your driving record will not prohibit us from adding you to our insurance policy for company vehicles. Lastly, to protect our intellectual property, confidential information, and client relationships, it is our policy to require that employees execute an Employee Conduct Agreement governing these matters. Your execution of this agreement is also a condition of this offer of employment. Your employment with Fatbeam is "at will", which means that you have the right to leave your employment with us at any time while Fatbeam also reserves the right to end the employment relationship at any time.