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Customer Experience Manager
Fusion ConnectCustomer Experience Manager managing accounts to drive satisfaction and reduce churn at Fusion Connect. Collaborating with support teams to resolve customer issues and develop account plans.
Tech Stack
Tools & technologiesCloudVoIP
About the role
Key responsibilities & impact- 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
What you’ll need- 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
Comp & perks- 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
ATS Keywords
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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