vCom Solutions, Inc.

Customer Success Manager - SMB

US-CA-San Ramon
Job ID
2017-1081
Category
Customer Service/Support
Type
Regular Full-Time

Overview

Be the key member in the next step of technology revolution. We help our clients roll out new technology, control costs and provide total clarity in technology spend. Our Client Success Manager - professionals manage our enterprise customers tech life-cycle environment with a highly personalized touch so the customer can stay focused on improving their company’s bottom line.

 

 

ROLE OBJECTIVES: 

  • Facilitate account management processes, thereby developing a client trust partnership environment
  • Interface with the various departments to ensure effective and long-term problem solution, as the lead client advocate

 POSITION RESPONSIBILITIES:

  • Address client inquiries and coordinate timely resolution
  • Communicate on a regular basis with all designated clients; become their first point of escalation and incident management
  • Provide front-line call support to clients and address customer service inquiries received via phone queue
  • Facilitate Add, Move and Change requests from clients
  • Maintain accurate notes on all client interactions, follow-up with carriers/vendors
  • Generate a support strategy to protect and grow existing revenue streams on an account-specific basis
  • Identify spend conversion and growth opportunities and work with the Account Executive to facilitate engagement
  • Collaborate with Account Executives to perform quarterly business reviews with customers to review spend under management, recent account activity and make recommendations on further efficiencies
  • Demonstrate knowledge of telecommunications best practices, including making technology recommendations and presenting business cases related to implementing those changes
  • Manage standing bi-weekly or monthly calls with customers, including those that may be specific to open / future projects and / or tech support tickets
  • Possess the ability to manage complex data and variables and work to present them to customers in the appropriate manner
  • Consistently demonstrate initiative and ownership related to customers within your account module
  • Research billing issues pertaining to vCom-managed services or dealing with direct carriers on behalf of the client
  • Maintain client history databases and other pertinent documentation to monitor overall account activity
  • Work cross-departmentally to ensure that client needs are met based on set expectations; work closely with the team to identify methods for strengthening client communication
  • Remain constantly alert to opportunities to develop, improve and maintain client relationships
  • Develop relationships with clients by understanding the customers’ business strategies and providing them with consultative services that meet their needs
  • Manage escalations with timely resolution
  • Serve as a CSM with an account module of managed services billing up to $750,000 per month

 

ESSENTIAL SKILLS AND EXPERIENCE:

  • 3-5 years of experience in Client Relations / Account Management
  • 1-3 years of telecommunication technologies including Local, Long Distance, Data, Internet and data services
  • Excellent written and verbal communication skills
  • Strong PC skills including knowledge of MS Word, Excel, PowerPoint, Outlook, and general knowledge of database software applications
  • Strong analytical and problem-solving skills
  • Strong team and client focus, including ability to collaborate with clients
  • Superior time management and multi-tasking skills
  • Attention to detail and accuracy
  • Resourceful, organized and independent
  • Goal oriented
  • Highly developed interpersonal skills with the demonstrated ability to interact among all levels of the organization
  • Ability to cultivate and sustain client relationships
  • Ability to prioritize multiple projects concurrently
  • Self-motivated, with high learning aptitude, and initiative
  • Ability to cope with stressful situations and maintain a calm and professional demeanor

 

 

DESIRED SKILLS AND EXPERIENCE:

  • Demonstrated experience with various carriers including facilities-based and non-facilities-based CLECs and ILECs/RBOCs and other large/national service providers
  • BA/BS

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