[Hiring] Customer Experience Manager @Fusion Connect

Role Description

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 and bill reviews
• Processing MAC orders and renewing accounts
• Making advanced services conversion recommendations that best fit the client’s business needs
• Ensuring customer satisfaction by partnering with various Customer Support teams within Fusion Connect

There are four levels of Customer Experience Manager, each with a distinct quota for renewals and migrations as defined in the applicable comp plan:

• 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 based on existing relationships, partner relationships, and overall needs of the business.

Qualifications

• Excellent customer service, organization, and time management skills
• 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
• Pro-active with a sense of urgency
• Ability 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
• 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

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