Senior Customer Account Manager - Telecom Tech

Who Are We Looking For?

A skilled and proactive communicator to nurture existing client relationships and promote customer retention. Acting as the main point of contact for communication with existing clients, the Customer Account Manager guides the customer journey by providing post-installation support, education, and proactive follow-up to ensure client needs are being met. By fostering relationships and taking ownership of client issues, the Customer Account Manager drives growth, boosts retention, and paves the way for new sales opportunities within existing client accounts.

• Location: 100% remote

• Competitive pay: $1400 - $1,600 (Based on experience and English Proficiency)

Key Responsibilities

• Manage key accounts through proactive contract renewal outreach, regular communication touchpoints, and introducing additional products/services aligned with client specific needs.

• Provide end-user assistance with phone system for admin, moves, adds, changes, and disconnects (MAC’d) requests.

• Perform telecom bill analysis and invoice reviews with clients with the audit of their telecom, internet, and cloud invoices providing recommendations on spend vs. need.

• Work with clients to upsell/cross sell and specifically creating and presenting quotes for approval.

• Respond promptly to company’s phone, hardware, voicemail, webfax, SMS, and telecom-related inquiries and identify opportunities to enhance product and service experiences.

• Triage technical support requests by resolving minor technical issues and escalating more complex technical challenges to appropriate service teams.

• Coordinate with the sales team to generate sales opportunities, add-on proposals for existing clients and present term renewals to clients with up-to-date products and pricing.

• Develop and deliver live or pre-recorded educational webinars and training materials to enhance customer knowledge and make a positive impact on the customer experience.

• Professional appearance and presentation during video calls with clients and colleagues

• Leverage HubSpot CRM to update and maintain client records of customer contact information and feedback.

Knowledge, Skills, and Experience

• Experience managing accounts for SMB clients in the telecom tech industry with a client base of more than 100.

• 3-5 years of sales, client success and/or account management experience within a B2B VoIP, phone system and/or telecommunications environment.

• Strong understanding of phone systems, VoIP, UCaaS, and/or telecommunications products, services, and software.

• Expertise in technical product elements and digital technologies, with a proven ability to troubleshoot and resolve customer issues related to telecommunications products and services.

• Prior experience with CRM tools (HubSpot a plus) and upselling products and services.

• Ability to prioritize customer accounts delivering stellar customer service ensuring client satisfaction.

• Proven ability to manage client relationships and deliver on customer expectations while accurately documenting day-to-day interactions.

• Experience with UCaaS, phone systems, internet, IT, and/or security product portfolio to support clients.

• Ability to work from within the eastern time zones within the hours of 8:00am-5:30pm