Customer Experience Manager – Commercial Accounts

🕒 6 days ago

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Fusion Connect

WebsiteLinkedInAll Job Openings

501 - 1000 employees

📡 Telecommunications

🏢 Enterprise

Telecommunications • Technology • Enterprise

Fusion Connect is a leading provider of managed communication services, specializing in solutions that enhance connectivity and collaboration for businesses. The company offers a wide range of services, including managed networks, SD-WAN, broadband and dedicated internet access, and unified communications & collaboration platforms like VoIP and UCaaS. Fusion Connect also provides Microsoft Teams calling services, SIP trunks, and solutions for replacing legacy phone systems. With a commitment to customer satisfaction and service reliability, Fusion Connect has been helping businesses modernize their communication infrastructure for over two decades. The company emphasizes leveraging Microsoft 365 to help clients maximize their technology investments.

📋 Description

• Manage a set of accounts to drive customer satisfaction and reduce churn • Maintain customer service, loyalty, and expand customer base by building and maintaining rapport with assigned customers • Conduct customer account reviews and develop account plans • Perform customer negotiations and effectively address competitive product objections to renew and retain customer business • Update job knowledge and skill by participating in educational opportunities and benchmarking state-of-the-art practices • Take inbound and make outgoing calls to customers to ensure satisfaction

🎯 Requirements

• College Degree or equivalent military experience preferred • 4+ years inside sales, customer success or account management experience in a technology or complex environment, preferably in a business-to-business services organization • Proven success in managing the customer lifecycle • Knowledge and understanding of Microsoft Teams Calling, Microsoft Licensing, VoIP, Hosted PBX, SDWAN and cloud networks and products • Conduct contract negotiations with C-level customer contacts for migrations and renewals • Possess the ability to research and analyze problems and seek solutions • Preparing written presentations, reports, and price quotations • Proficient in Microsoft Office applications.

🏖️ Benefits

• Excellent customer service, organization, and time management skills • Open to learning many different skills and working through many different departments • Will require multiple training sessions over a period of 90 days to start and regular training throughout the tenure of employment