Archived listing. The details below describe a past opening.
Required Skills & Experience
- Experience managing accounts for SMB (small or medium sized) clients in the tech industry with a client base of more than 100. – ideal background company is under 1000 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 (HubSpot 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
Job Description
- Respond promptly to Unified Communication, cloud service, and telecom-related inquiries and identify opportunities to enhance product and service experiences.
- Leverage HubSpot 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 TeleCloud 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 presenting 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.
