Customer Experience Manager
Fusion Connect
full-time
Posted on:
Location Type: Remote
Location: United States
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About the role
- Manage a set of accounts to drive customer satisfaction and reduce churn
- Proactively renew and migrate customers to strategic services
- Manage customer inquiries with a positive problem-solving attitude
- Minimize customer and revenue churn through exceptional customer service
- Conduct customer account reviews and develop account plans
- Perform customer negotiations and effectively address competitive product objections
- Analyze customers' needs and requests, discovering gaps in current products and services
- Manage all types of customer interaction types including e-mail, telephone calls, and fax requests
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
- Excellent customer service, organization, and time management skills;
- 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
- Ability to research and analyze problems and seek solutions
- Preparing written presentations, reports, and price quotations
- Proficient in Microsoft Office applications.
Benefits
- None specified 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer lifecycle managementcontract negotiationsproblem analysisaccount managementcustomer account reviewsaccount planningcustomer servicetime managementpreparing presentationsprice quotations
Soft Skills
customer satisfactionproblem-solving attitudeorganizationcommunicationnegotiationproactive approachadaptabilityinterpersonal skillspositive attitudeattention to detail