Customer Experience Manager (CXM) -Commercial Accounts

About the role

The Customer Experience Manager at Fusion Connect is responsible for driving customer satisfaction and reducing churn by proactively renewing and migrating customers to strategic services. This role involves managing customer inquiries with a positive problem-solving attitude, minimizing churn through exceptional customer service, and owning the customer relationship.

Responsibilities

• Maintains customer service, loyalty, and expands customer base by building and maintaining rapport with assigned base of customers; studies account needs and advocates on behalf of customers to ensure a positive experience, satisfaction, and long-term relationships.
• Conducts monthly, bi-monthly, or quarterly customer account reviews and develops account plans; assures compliance with customer needs and expectations; oversees and escalates installations, billing, and repair tickets within operations departments on behalf of customers.
• Performs customer negotiations and effectively addresses competitive product objections to renew and retain customer business.
• Mets specific renewal and migration objectives by forecasting accurately and at a level that meets/exceeds quotas.
• Analyzes customers' needs and requests, discovers gaps in current products, service, pricing, and engages 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.
• Coordinates quoting using tools, systems, and quote teams as well as coordinates special pricing and proposal activities.
• Takes inbound calls from customers to assist with their needs; makes outgoing calls to customers to ensure satisfaction after issue resolution.
• Manages all types of customer interaction types including email, telephone calls, and fax requests.
• Knowledge and skills required include 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; and the ability to present to and persuade others at all levels of the organization including C-Level Executives.

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 proactive 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.
• Possess the ability to research and analyze problems and seek solutions.
• Prepares 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.

Skills

• Knowledge and understanding of Microsoft Teams Calling, Microsoft Licensing, VoIP, Hosted PBX, SDWAN and cloud networks and products.
• Possess the ability to research and analyze problems and seek solutions.
• Prepares written presentations, reports, and price quotations.

Benefits

No specific benefits are mentioned in the job description.

Pay

No specific pay details are provided in the job description.

Schedule

No specific schedule details are provided in the job description.