[Remote] Customer Experience Manager (CXM) -Commercial Accounts

Note: The job is a remote job and is open to candidates in USA. 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.ResponsibilitiesMaintains 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 relationshipsProvide Voice of Customer input by assessing customer temperament on a regular basisConduct 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 customersPerform customer negotiations and effectively address competitive product objections to renew and retain customer businessMeets specific renewal and migration objectives by forecasting accurately and at a level that meets/exceeds quotasAnalyzing customers' needs and requests, discovering gaps in current products, service, pricing, and engaging sales partners as needed to solve for customer business challengesUpdates job knowledge and skill by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations; benchmarking state-of-the-art practicesCoordination of quoting using tools, systems, and quote teams as well as coordination of special pricing and proposal activitiesTake inbound calls from customers to assist with their needs; Make outgoing calls to customers to ensure satisfaction after issue resolutionManage all types of customer interaction types including e-mail, telephone calls, and fax requestsSkillsExcellent customer service, organization, and time management skills; Possesses superior follow up skills with the ability to respond and negotiate under pressure; Ability to multi-taskAbility 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 confidentialKnowledge and understanding of Microsoft Teams Calling, Microsoft Licensing, VoIP, Hosted PBX, SDWAN and cloud networks and productsConduct contract negotiations with C-level customer contacts for migrations and renewalsPossess the ability to research and analyze problems and seek solutionsPreparing written presentations, reports, and price quotationsCollaborator that enjoys talking to customersAbility to be initiative-taking with a sense of urgencyProficient in Microsoft Office applicationsOpen to learning many different skills and working through many different departmentsWill require multiple training sessions over a period of 90 days to start and regular training throughout the tenure of employmentCollege Degree or equivalent military experience preferred4+ years inside sales, customer success or account management experience in a technology or complex environment, preferably in a business-to-business services organizationProven success in managing the customer lifecycleCompany OverviewFusion Connect is a next-gen managed communication service provider (MCSP) enabling enterprises to connect people and applications globally It was founded in 1997, and is headquartered in Atlanta, Georgia, USA, with a workforce of 201-500 employees. Its website is http://www.fusionconnect.com/.