vCom Solutions, Inc.

  • Customer Success Manager - Network

    Job Locations US-CA-San Ramon
    Job ID
    2018-1123
    Category
    Customer Service/Support
    Type
    Regular Full-Time
  • Overview

    As a Customer Success Manager for vCom you manage our enterprise customers tech lifecycle environment with a highly personalized touch as they roll out new technology, control costs and provide total clarity in technology spend.  Excellent customer service is your top priority, always seeking to exceed expectations.  Your ability to handle multiple priorities under tight deadlines, ability to solve complex problems, and resourcefulness allow you to pivot frequently while providing highly responsive service.  You remain calm under pressure.  You see challenges as opportunities to learn, problem solve and collaborate with others.  You bring your empathy, enthusiasm, and sense of humor to work with you daily.

     

    In your first month, you’ll:

    • Shadow other CSMs to gain exposure to the day to day roles and responsibilities
    • Complete vManager software and technology training
    • Get to know the organization and the people in it

     

    In your first 3 months, you’ll:

    • Be assigned an account module and be generally up and running in the role
    • Learn by doing and asking lots of great questions (this role is best learned by experiencing it hands on, so while the accounts are assigned the expectation at this stage is that there is still a lot to learn)
    • Establish connection and build rapport with your account contacts

     

    In your first 6 months, you’ll:

    • Begin to feel like you’ve mastered the basics of the role
    • Deepen relationships with your account contacts
    • Feel fully ingrained in your accounts

     

    What you’ll do:

    • Facilitate account management processes, earning a trusted advisor partnership with each client
    • Interface with the various departments to ensure effective and long-term problem solution, as the lead client advocate
    • 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 new sales opportunities from account base by developing and executing a sales and support strategy to protect and grow existing revenue streams on an account-specific basis
    • 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 between $1M -$2M per month

     

    What you’ll bring:

    • 3-5 years of experience in Client Relations / Account Management
    • 2-4 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

     

    It’s also helpful if you’ve got:

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

     

    The Selection Process

    • After submitting a resume, qualified candidates will be invited to complete two separate assessments
    • Once the assessments are completed, candidates will participate in a pre-screening phone screen with Human Resources
    • A select group of candidates will be interviewed (rounds of interviews may include the Network CSM Manager, VP Customer Success, and vCom’s COO)

     

    About vCom

    vCom is the world's #1 Technology Lifecycle Management company.   We empower mid to large Enterprise organizations to manage all of their technology relationships in a much simpler way. We are among the fastest growing companies, most appreciated by employees, and valued by our customers in California Best Places to Work for ten years running. Our growth, innovation, and strong customer relationships are driven by our incredible employees who thrive on delivering amazing outcomes for our customers and team members.

     

    EEO Statement

    The Equal Employment Opportunity Policy of vCom Solutions, Inc. is to provide a fair and equal employment opportunity for all job applicants regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status or disability. vCom Solutions hires and promotes individuals solely on the basis of their qualifications for the job to be filled.

     

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