Customer Experience Manager – Commercial Accounts

• Manage a set of accounts to drive customer satisfaction and reduce churn
• Maintain customer service, loyalty, and expand customer base by building and maintaining rapport with assigned customers
• Conduct customer account reviews and develop account plans
• Perform customer negotiations and effectively address competitive product objections to renew and retain customer business
• Update job knowledge and skill by participating in educational opportunities and benchmarking state-of-the-art practices
• Take inbound and make outgoing calls to customers to ensure satisfaction

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
• 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
• Proficient in Microsoft Office applications.

Tools & Technologies

• Microsoft Teams Calling
• Microsoft Licensing
• VoIP
• Hosted PBX
• SDWAN
• cloud networks
• Microsoft Office