Customer Experience Manager – Commercial Accounts

Fusion Connect

Customer Experience Manager managing a set of accounts for Fusion Connect to drive customer satisfaction and minimize churn. Collaborating with various Customer Support teams to ensure customer needs are met.

Posted 5/28/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

CloudVoIP

About the role

Key responsibilities & impact

Manage a set of accounts to drive customer satisfaction and reduce churn
Maintain customer service, loyalty, and expand customer base by building and maintaining rapport with assigned customers
Conduct customer account reviews and develop account plans
Perform customer negotiations and effectively address competitive product objections to renew and retain customer business
Update job knowledge and skill by participating in educational opportunities and benchmarking state-of-the-art practices
Take inbound and make outgoing calls to customers to ensure satisfaction

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
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
Possess the ability to research and analyze problems and seek solutions
Preparing written presentations, reports, and price quotations
Proficient in Microsoft Office applications.

Benefits

Comp & perks

Excellent customer service, organization, and time management skills
Open to learning many different skills and working through many different departments
Will require multiple training sessions over a period of 90 days to start and regular training throughout the tenure of employment

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

account managementcustomer lifecycle managementcontract negotiationsproblem analysispreparing presentationspreparing reportsprice quotations

Soft Skills

customer satisfactionrelationship buildingnegotiation skillscommunication skillscustomer serviceloyalty building

Certifications

College Degreemilitary experience