Customer Experience Manager

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Job Description Summary:

Summary:

The primary responsibility of the Customer Experience Manager is to manage a set of accounts to drive customer satisfaction and reduce churn by proactively renewing and migrating customers to strategic services while managing customer inquiries with a positive problem-solving attitude.

The responsibility of the Customer Experience Manager is to minimize customer and revenue churn through exceptional customer service. The Customer Experience Manager will own the customer relationship and champion resolving customer issues to their complete satisfaction. Primary tasks include conducting customer account reviews, bill reviews,

processing MAC orders, renewing accounts, as well as making advanced services conversion recommendations that best fit the client’s business needs, and ensuring customer satisfaction by partnering with various Customer Support teams within Fusion Connect.

There are four levels of Customer Experience Manager. Each level has a distinct quota for renewals and migrations as defined in the applicable comp plan. Each level is commensurate with experience and responsible for various account tiers based on total account spend. Target account tiers by level are:

Customer Experience Manager – Elite Accounts: $20,000+

Customer Experience Manager – Enterprise Accounts: $3750 - $19,999

Customer Experience Manager – Mid-Market Accounts: $1000 - $3749

Customer Experience Manager – Commercial Accounts: $1 - $999

Account assignments can vary, depending on many factors, such as existing relationships, partner relationships and overall needs of the business. The tiers are guidelines used to ensure that we pair the customer with the person that can best partner with them to retain & grow their business

Job Description:

Essential Duties and Responsibilities include the following: (Other duties may be assigned.)

· Maintains customer service, loyalty, and expands customer base by building and maintaining rapport with assigned base of customers; studying account needs and advocating on behalf of customer to ensure a positive experience, satisfaction, and long term relationships

· Provide Voice of Customer input by assessing customer temperament on a regular basis

· Conduct monthly, bi-monthly, or quarterly customer account reviews and develop account plans; assuring compliance with customer needs and expectations; oversight and escalations of installations, billing, and repair tickets within operations departments on behalf of customers

· Perform customer negotiations and effectively address competitive product objections to renew and retain customer business

· Meets specific renewal and migration objectives by forecasting accurately and at a level that meets/exceeds quotas

· Analyzing customers' needs and requests, discovering gaps in current products, service, pricing, and engaging sales partners as needed to solve for customer business challenges

· Updates job knowledge and skill by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations; benchmarking state-of-the-art practices

· Coordination of quoting using tools, systems, and quote teams as well as coordination of special pricing and proposal activities.

· Take inbound calls from customers to assist with their needs; Make outgoing calls to customers to ensure satisfaction after issue resolution

· Manage all types of customer interaction types including e-mail, telephone calls, and fax requests

Knowledge, Skills, and Abilities Requirements:

· Excellent customer service, organization, and time management skills; Possesses superior follow up skills with the ability to respond and negotiate under pressure; Ability to multi-task

· Ability to skillfully present to and persuade others at all levels of the organization including C-Level Executives. Ability to exercise tact and good people skills, to be pro-active with a sense of urgency, and to keep customer information confidential

· 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

· Collaborator that enjoys talking to customers

· Ability to be initiative-taking with a sense of urgency

· Proficient in Microsoft Office applications.

Other Requirements:

· 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

Education and/or Experience 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