Client Success Manager

Job Purpose:

The Client Success Manager is dedicated to ensuring retention and upgrading of our valued clients in the commercial space. This position is responsible for executing a proactive migration strategy, upselling and upgrading existing clients, working on strategic initiatives with clients. This role involves proactive outbound outreach through calls, emails, and marketing campaigns to drive engagement with clients and identify opportunities growth, migration, and retention.

 

Essential Functions:

• Client Retention: Engage with clients to promote retention, reducing churn, and increasing customer loyalty. Negotiate with clients to address service, price, or product concerns, ensuring their satisfaction and continued partnership.
• Upselling and Upgrading Existing Clients: Identify opportunities to upsell existing clients to additional products or services. Evaluate the needs of existing clients and recommend and implement upgrades to their current solutions, including internet circuits and Value-Added Services (VAS).
• Executing Proactive Migration Strategy: Based on customer buying trends and price changes proactively migrate customers off of legacy products to strategic products. Collaborate with cross-functional teams to manage price and speed changes effectively during the migration process.
• Working on Strategic Initiatives with Clients: Collaborate with clients to execute strategic initiatives, such as network transformation, decommissioning end-of-life products, and other projects that enhance their overall experience and deliver added value.

 

Relevant Work Experience:

3 to 5 years

 

Education:

Four years of College resulting in a Bachelor's Degree or equivalent

 

Special Knowledge, Skills and Abilities:

• Phone skills, knowledge of altafiber systems, and communication skills
• Inherent ability to close sales/negotiation skills/phone sales skills
• Must have attention to detail and Business/professional writing skills
• Working knowledge of Microsoft Office
• Ability to work successfully in a team environment
• Honesty & professionalism
• Sense of urgency
• Time management skills
• Ability to learn and adapt to coaching & direction

Supervisory Responsibility:

This position does not have any supervisory responsibilities