Customer Experience Manager (CXM) -Commercial Accounts

Fusion Connect is a company focused on empowering and inspiring its employees while shaping the future of connectivity. The Customer Experience Manager is responsible for managing customer accounts to drive satisfaction and reduce churn by renewing and migrating customers to strategic services, while also addressing customer inquiries positively.

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
• 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