Account Manager

Who We Are
TeleCloud is a regional ontheground handson voice systems cloud provider. Weve delivered seamless innovative solutions to our clients for 40 years and currently have over 15000 users and 1000 businesses using our TeleCloud UCaaS platform.

At TeleCloud you will not feel like just a number. We are not a large company mired with red tape we are a company of 20 (and growing! dedicated employees who work hard and have each others backs. As a core valueslead organization we strive to always be excellent to both our customers and our colleagues. Working with us youll find yourself part of a fastpaced and downtoearth team where youll develop your industry knowledge as you contribute directly to company growth. We like to say Our technology is in the Cloud but our Peoples feet are on the ground.

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 postinstallation support education and proactive followup 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.

Key Responsibilities

• Respond promptly to Unified Communication cloud service and telecomrelated inquiries and identify opportunities to enhance product and service experiences.
• Leverage HubSpot CRM to update and maintain client records of customer feedback and activity.
• Perform telecom bill analysis and specifically invoice reviews with clients.
• Drive retention of current clients.
• Provide enduser assistance with TeleCloud phone system for admin moves adds and changes (MAC) requests.
• Assist clients with the audit of their telecom internet and cloud invoices and provide recommendations on spend vs. need.
• Manage key accounts through proactive contract renewal outreach regular communication touchpoints and introducing additional products/services aligned with client specific needs.
• Execute Quarterly Business Reviews (QBRs) with larger clients.
• Work with clients to upsell/cross sell and specifically presenting quotes for approval.
• Triage technical support requests by resolving minor technical issues and escalating more complex technical challenges to appropriate service teams.
• Develop and deliver live or prerecorded educational webinars and training materials to enhance customer knowledge and make a positive impact on the customer experience.
• Coordinate with the sales team to generate sales opportunities addon proposals for existing clients and present term renewals to clients with uptodate products and pricing.

Knowledge Skills and Experience

• Experience managing accounts for SMB clients in the tech industry with a client base of over 100 accounts.
• 35 years of sales client success and/or account management experience within a B2B VoIP and/or Telecommunications environment.
• Strong understanding of 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 and ensuring client satisfaction.
• Proven ability to manage client relationships and deliver on customer expectations while accurately documenting daytoday interactions.
• Experience with UCaaS phone systems internet IT and/or security product portfolio to support clients.
• Bachelors Degree preferred but not required.
• Ability to work from our Morristown NJ office three days a week.

Benefits

• Expected annual salary: $90000 $125000
• Annual Learning Enrichment stipend (for whatever youd like to learn!
• Health Vision and Dental insurance with company contribution
• 401k with company match
• Generous Paid Time Off package
• Company sponsored Short Term Disability and Life Insurance

Core Competencies

Customer Focus Building strong customer relationships and delivering customercentric solutions.

Business Insight Applying knowledge of business goals and the marketplace to advance the organizations goals.

Communicates Effectively Developing and delivering multimode communications that convey a clear understanding of the unique needs of different audiences.

Situational Adaptability Adapting approach and demeanor in real time to match the shifting demands of different situations.

#LIhybrid