Position
As a Customer Retention Manager your responsibility is to support our current client base in a post-sales relationship. This includes all aspects of the Unified Communications sale including post-sales calls, conducting network discoveries, and providing technical direction and support.
Your primary focus will be working with the Sales team to complete quarterly business reviews and maintain a good working technology relationship with current clients and sales engineers.
Essential Job Duties
- Comprehensive consultations with UC clients at the highest technical levels on a quarterly basis.
- Provide Technical recommendations during the initial sales process, presenting the components of and assisting with a UC Specific Technology roadmap.
- Work in a team environment with TAM’s that support our clients in other areas.
- Design, write, and develop scopes of work as needed for UC applications and hardware installations.
- Facilitate meetings and strategic planning sessions with current clients in order to satisfy, retain and expand our account base.
- Developing and maintaining a 'trusted advisor' relationship with the current UC service desk, sales teams, and clients.
- Ongoing development and understanding of key vertical market trends, regulations, and compliance requirements. Ongoing development of UC and industry knowledge.
Qualifications
- 3-5 years’ experience in customer retention, preferably in a related field.
- A bachelor’s degree in a related field or equivalent experience.
- At least one of the following certifications : A+, Net+, SSVVP, SCCA, CAPM, PMP
- Experience with UC managed services, UC Project engineering, or sales experience coupled with customer retention in a technical field.
- A good understanding of general UC Operations and Service Management
- A proven track record of outstanding customer service
Benefits
- Trips, clubs, awards, group events, team building
- Team-player environment
- Matched 401k
- Medical / Dental / Vision / Life insurance plans
- PTO, Vacation, Sick Leave
- FSA programs / HSA programs
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