Customer Success Account Manager

Overview

Job Description

• Respond promptly to Unified Communications, cloud service, and telecom-related inquiries and identify opportunities to enhance product and service experiences.
• Leverage Hub Spot CRM to update and maintain client records of customer feedback and activity.
• Perform telecom bill analysis and specifically invoice reviews with clients.
• Provide end-user assistance with the Tele Cloud phone system for admin, moves, adds, and changes (MAC) requests.
• Assist clients with the audit of their telecom, internet, and cloud invoices and provide recommendations on spend vs. need.
• Manage key accounts through proactive contract renewal outreach, regular communication touchpoints, and introducing additional products/services aligned with client-specific needs.
• Execute Quarterly Business Reviews (QBRs) with larger clients.
• Work with clients to upsell/cross-sell and specifically present quotes for approval.
• Triage technical support requests by resolving minor technical issues and escalating more complex technical challenges to appropriate service teams.
• Develop and deliver live or pre-recorded educational webinars and training materials to enhance customer knowledge and make a positive impact on the customer experience.
• Coordinate with the sales team to generate sales opportunities, add-on proposals for existing clients, and present term renewals to clients with up-to-date products and pricing.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances.

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• Experience managing accounts for SMB (small or medium-sized) clients in the tech industry with a client base of more than 100; ideally with a company under 1,000 employees.
• 3-5 years of sales, client success and/or account management experience within a B2B VoIP and/or Telecommunications environment.
• Strong understanding of VoIP, UCaaS, and/or Telecommunications products, services, and software.
• Expertise in technical product elements and digital technologies, with a proven ability to troubleshoot and resolve customer issues related to telecommunications products and services.
• Prior experience with CRM tools (Hub Spot a plus) and upselling products and services.
• Ability to prioritize customer accounts delivering stellar customer service and ensuring client satisfaction.
• Proven ability to manage client relationships and deliver on customer expectations while accurately documenting day-to-day interactions.
• Experience with UCaaS, phone systems, internet, IT, and/or security product portfolio to support clients.
• Bachelor’s Degree preferred, but not required.
• Ability to work from our Morristown, NJ office three days a week.