Customer Experience Manager

Job Summary

Managing a portfolio of client accounts, the full-time Customer Experience Manager will drive customer satisfaction and reduce churn by proactively renewing and migrating customers to strategic services while addressing inquiries in a remote environment.

Key responsibilities:

• Maintain customer loyalty by building rapport and advocating for customer needs to ensure satisfaction and long-term relationships
• Conduct regular account reviews and develop plans to meet customer expectations while overseeing installations, billing, and repair issues
• Achieve renewal and migration objectives through accurate forecasting and effective negotiation with customers

Required qualifications:

• College degree or equivalent military experience preferred
• 4+ years of experience in inside sales, customer success, or account management in a technology or complex environment
• Proven success in managing the customer lifecycle
• Knowledge of Microsoft Teams Calling, VoIP, and cloud networks
• Ability to conduct contract negotiations with C-level customer contacts