Customer Experience Manager

Fusion Connect is a company dedicated to building careers that empower and inspire individuals. The Customer Experience Manager is responsible for managing customer accounts to enhance satisfaction, reduce churn, and ensure positive problem-solving interactions, while collaborating with various support teams to meet customer needs.

Responsibilities:

• 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

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
• 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
• 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
• College Degree or equivalent military experience