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Client Success Manager

JOB TITLE: Client Success Manager
DEPARTMENT: Customer Adoption Retention & Engagement (CARE)
REPORTS TO: Vice President of Customer Experience

POSITION
Summary:
The Client Success Manager (CSM) is responsible for fostering and developing relationships with vCom's customers.

ROLE OBJECTIVES:
Facilitate account management processes, thereby developing a client trust partnership environment
Interface with the various departments to ensure effective and long-term problem solution, as the lead client advocate

POSITION Responsibilities:
Communicate on a regular basis with all designated clients; become their first point of escalation and incident management
Provide front-line call support to clients and address customer service inquiries received via phone queue
Facilitate Add, Move and Change requests from clients
Maintain accurate notes on all client interactions, follow-up with carriers/vendors
Generate new sales opportunities from account base by developing and executing a sales and support strategy to protect and grow existing revenue streams on an account-specific basis
Perform quarterly business reviews with customers to review spend under management, recent account activity and make recommendations on further efficiencies
Research billing issues pertaining to vCom-managed services or dealing with direct carriers on behalf of the client
Work cross-departmentally to ensure that client needs are met based on set expectations; work closely with the team to identify methods for strengthening client communication
Manage escalations with timely resolution

ESSENTIAL SKILLS AND
Experience:
3-5 years of experience in Client Relations/Account Management
1-3 years of telecommunication technologies including Local, Long Distance, Data, Internet and data services
Strong team and client focus, including ability to collaborate with clients
Attention to detail and accuracy
Highly developed interpersonal skills with the demonstrated ability to interact among all levels of the organization
Ability to cultivate and sustain client relationships
Ability to cope with stressful situations and maintain a calm and professional demeanor


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