Overview:
📝 We are looking for experienced individuals to manage the day-to-day operation and success for our clients. Responsible for assisting in the planning, execution, and monitoring of projects. They handle day-to-day administrative tasks, ensuring resources, timelines, and communications are managed effectively. If you have excellent organizational skills, communication abilities, and a strong focus on detail, you will fit right in!
Key Responsibilities:
Customer Relationship Management:
✍️ Build and maintain strong, long-lasting client relationships.
✍️ Develop a trusted advisory relationship with key accounts, customer stakeholders, and executive
sponsors.
Presales:
✍️ Work directly with our sales, support, and accounting team to coordinate and gather information about potential clients and existing clients by calling previous carriers and finding out if the client is under contract or obligations, documenting all notes under projects/leads/client info within our business management platform, Utiliko.
Installation:
✍️ Serve as the liaison among internal teams (Sales, installation, support, accounting) and client to ensure that project is moving along successfully.
✍️ This requires attending sales meetings to get Knowledge Transfer, relaying that information for parts to be ordered and installation team, support team to ensure proper numbers are ported, correct services are getting installed, keeping the client abreast of all upcoming installation dates and finally ensuring the previous services are disconnected from the old accounts of client and our accounting team starts billing of our new service.
✍️ Ensuring previous services of clients are cancelled and everything is fully documented.
Post Installation:
✍️ Calling and disconnecting accounts once projects are installed, understanding the telecom world of how porting a number works, placing orders for new services with our partners for new internet service, answering calls/emails and coordinating installation with our clients.
✍️ Once projects are installed, ensuring we set up the client for billing in our CRM, ensuring if there are any past due invoices, we contact the client and collect payments, answering calls and responding to client issues, creating support tickets for them and routing those tickets to support staff.
✍️ Documentation of all responsibilities, creating training videos, taking charge of creating new workflows to make the company and process more efficient for both the Client and our company.
Onboarding and Training:
✍️ Ensure a smooth onboarding process for new clients.
✍️ Conduct product training sessions to help customers get the most out of our offerings.
Account Management:
✍️ Monitor account health, identifying any potential issues or opportunities.
✍️ Collaborate with the sales team to identify upsell or cross-sell opportunities.
Feedback and Improvement:
✍️ Gather customer feedback, sharing insights with product, sales, and marketing teams.
✍️ Advocate for product features and improvements based on customer needs and feedback.
Retention:
✍️ Identify and reduce churn risks, ensuring customer satisfaction and loyalty.
✍️ Implement strategies and action plans to ensure the renewals of client contracts.
Performance Metrics:
✍️ Monitor and analyze customer’s usage of our product, providing insights and best practices to help them achieve their desired outcomes.
✍️ Track key account metrics and set clear performance indicators for client satisfaction and product adoption.
Requirements:
📋 2+ years of experience in Customer Success, with a focus on relationship management.
📋 Ability to identify churn risks and implement strategies to ensure client retention and renewals.
📋 1+ year of experience in ISP services, preferably with US clients.
📋 Strong ability to build and maintain client relationships and develop trusted advisory partnerships.
📋 Experience with presales processes, including client coordination and information gathering.
📋 Proficient in cross-functional collaboration, ensuring successful project installations and post-installation support.
📋 Skilled in client onboarding, product training, and ensuring smooth implementation.
📋 Ability to monitor account health, identify opportunities, and collaborate with sales for upselling/cross-selling.
📋 Proven problem-solver with a proactive approach to customer feedback and continuous process improvement.
📋 Excellent communication skills, with reliable communication methods (phone, internet).
📋 Organized, self-motivated, and detail-oriented with strong documentation skills.
📋 Experience with CRM platforms for managing client interactions and tracking account metrics.
